Welcome to the Studio Help Section
Terms and Conditions
If you cancel your order within the 14 day cancellation period, we will refund all payments received from you, including the costs of standard delivery. We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the refund without any undue delay and not later than 14 days after we receive back from you any goods supplied or 14 days after you provide evidence that you have returned the goods to us, if earlier. You will have to bear the direct cost of returning items to us.
We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
We will not charge any cancellation fee for a cancellation made within the cancellation period. A fee of £4.95 may be levied for cancellations which we accept outside of the cancellation period. Return of goods made outside this time may not be accepted by us and may be returned at your expense.
We may hold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back whichever is the earliest.
You must return the goods no later than 14 days after you inform us of the cancellation. You are advised to retain proof of postage (from the post office) or a receipt (from the courier). Please complete the returns form provided on the back of your invoice and include this in your parcel. If you do not have your invoice, please complete your details clearly on a piece of paper and include this in the parcel.
Send your returns to:
Alternatively for larger items, please call the customer services careline and we will arrange collection for you.
Telephone our careline on 0371 200 0378 where you will be advised on the returns procedure. Please use the Special Delivery post service for returning jewellery items with a value in excess of £50.
Please ensure that due care and attention is taken when un-packing your furniture purchase. Returns will only be accepted in the original packaging within your 14 day home approval period.
LARGE DOMESTIC APPLIANCES
Please make sure these items are checked carefully before the delivery driver has left your home and before they are installed and used. If, after checking your appliance, you are not completely satisfied for any reason, the product will be taken back by the delivery driver. You may receive a full refund or have a replacement product delivered. Should a fault develop within the passage of a reasonable time then a repair will be made, a replacement supplied or a full refund will be arranged. See your cancellation rights.
Where an item is faulty or damaged on receipt, we will arrange for the suite to be inspected and agree a course of action with you. If the item can be repaired that will be done, if not a replacement, or a full refund will be arranged.
PETROL POWERED LAWNMOWERS
Please note that petrol products should never be transported with petrol inside. We are unable to accept a returned item containing petrol due to Health & Safety legislation. This does not affect your statutory rights.
ADULT XTRA RETURNS
We cannot accept returns of massage oils, condoms, lubricants or creams if they have been opened and are not faulty. DVDs and videos cannot be returned if the seal has been broken.
Please take care when trying on lingerie as it can only be returned with all tags and labels intact. If they are removed, we cannot accept the returned item(s).
Adult toys can be returned if all original packaging is intact. If your adult toy is defective, please thoroughly clean and wrap securely in a plastic bag.
All returned products are tested and will be sent back to you if they are working.
OTHER NON-RETURNABLE GOODS
Personalised items are excluded from the right to cancel. You cannot return pre-recorded material, software, fragrances or confectionery where the seal has been broken or mobile phones if activated. For reasons of health and hygiene, earrings for pierced ears, body bars, swimwear, lingerie and mattresses which have been unwrapped, are also excluded. Self-assembly furniture cannot be returned once assembly is part or fully completed. Your statutory rights are not affected should items be faulty or damaged.
- Missing or damaged items must be reported to us within 10 working days of receipt
- Faulty items must be returned within 12 months of receipt
In the case of damaged or faulty goods, please contact us with full details and we will arrange collection. Please ensure you complete a return form and obtain and keep a receipt from the courier so we can credit your account if your parcel goes astray. If you have already paid for the item you are returning we will refund you, or if you wish, replace the item. At our discretion we may accept a return outside of this period but reserve the right to cover the cost of processing by levying a £4.95 charge.
This returns policy does not affect your statutory rights.
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