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RETURNS POLICY

RETURNS

Cushions can be returned for a full refund (excluding our shipping costs) within 28 calendar days from receipt of order.

It is up to the customer to arrange and pay for returns. If you decide to return an item, you will be refunded the original shipping cost. However, we do not cover the cost of shipping the returned item/s. Once we receive the returned item/s we will process your refund, this may take up to 10 business days. All refunds will be processed via the same payment method used at the time of purchase. We are unable to process returns for an exchange, or credit note.

Please include the order number on the return.

Please return items in their original condition with the tags attached to the address below:

Ottoline

56 Grand Avenue

London

N10 3BP

Please note that we are not liable for any costs associated with your return, or for the loss or damage of the item/s on its return. Due to this, we suggest returning item/s via a tracked and signed for service and obtaining proof of postage, as the parcel is not our responsibility until we sign for it. We will only accept the return of item/s if sent back in original unused condition with proof of purchase; we reserve the right to reject items returned in an unsaleable condition, this includes any items with marks, stains or damages and items returned in unsuitable packaging.

 

If returning an international order, clearly mark ‘BRITISH RETURN GOODS’ on the description to avoid paying unnecessary charges.

 

 

NON-RETURNABLE ITEMS

We are unable to accept returns on items that are bespoke, personalised, or made to specific measurements. This includes wallpaper (which is printed to order) and fabric (which will have been cut specifically to your requirements). We cannot accept returns due to incorrect measurements supplied to us, or change of heart. Please contact us for advice, or ask a professional tradesperson, prior to ordering to avoid mistakes. You are responsible for errors that may occur with a telephone order which has not been confirmed in writing.

We always recommend ordering samples of fabrics and wallpapers before placing an order.

 

We can only accept a return of wallpaper and fabric if the product is: a) Damaged in transit before you receive it, or b) Faulty.

On delivery, please check the products carefully for any possible defects. If you believe that any of our products may be defective or of unsatisfactory quality, please notify us at customerservice@ottoline.co.uk at your earliest convenience. We will need to investigate your claim before we can process a return for the damaged goods, so please refrain from carrying out any work on the products (e.g., wallpapering or upholstering) prior to our inspection. Please note that Ottoline may not be liable if this request is not adhered to.

We ask that you take reasonable care of the products while your claim is being investigated. Please do not return any products which you believe may be defective before contacting us.

If the products are confirmed defective, any sum debited from your credit or debit card will be re-credited to your account as soon as the goods are received and processed. If the products are confirmed defective or mis-described, we will reimburse you for reasonable return postage costs. If all products confirmed defective constitute the entire order or if all products were faulty or damaged, the original delivery charge will be reimbursed.

The term "defective products" does not cover wear and tear, neglect, abuse, or misuse of your goods, loss or damage by fire, smoke, explosion, lightning, sunlight, infestation by animals or boring insects, theft or loss, or accidental damage caused by you or a third party.

All goods are dispatched suitably packaged for transit purposes only. We do not take responsibility for goods that have been damaged after delivery as a result of poor handling or storage.

 

You must check the product for faults before installation. We cannot accept responsibility for trade fees relating to the product, such as decorator or upholstery fees, if the fault is discovered after installation. Please check the product carefully on delivery, prior to use.

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