We understand that sometimes an item isn’t quite right and that you may wish to return or exchange. You have 14 days from delivery to inspect the goods and to decide if you wish to keep them. If you do decide you want to return either part or all of your order then please notify us by either calling our Customer Service team on 0118 230 2079 or inform us by email at info@restrelax.com
Unsuitable items being sent back for either exchange or a refund must be returned in a fully resaleable condition in the original, unmarked, and undamaged packaging or a suitable alternative. Furniture must not have been used or assembled & mattresses must be inside the protective wrapping. All parts must be returned in the packaging, along with any instructions.
Please note that we reserve the right to refuse the collection of any unpackaged item and to deduct a fee for any item not returned in fully resaleable condition upon inspection when received.
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our warehouse. However, please allow 3 to 10 working days from the day of receipt in our warehouse for your returns to be processed.
Items returned will incur the below charges per item for collection & administration costs:
|
Small Items – Pillows, Bedding |
£10 |
|
Medium Items – Vacuum Packed Mattresses |
£50 |
|
Large Items – Gaming Desks, Wardrobes, Beds |
£75 |
|
Mattresses – All Sizes, non-vacuum sealed |
£100 |
Reporting a Damaged Item
In the event that your product is damaged, these are important factors to remember:
- Upon arrival, check the packaging for any tears, indents or crumpled areas which can often identify damage.
- Confirm the condition of the boxes before signing for it.
- If damaged, please refuse the product and sign for as 'damaged' or 'wrong item sent' with the courier.
- Take photographs of the damaged areas to assist with resolving the issue.
- Notify customer service of damaged items within 24 hours of delivery, we cannot accept responsibility for damage after this time frame has passed.
- Keep original packaging and be prepared to organise collection for the damaged/faulty item.
- When a collection is organised, prepare the item for collection from the ground floor - couriers may refuse to collect from any other floor.
Requesting Missing Parts
A number of our products are delivered flat-packed for self-assembly, and sometimes there may be an unlikely event in which an item arrives with parts missing. If this is the case, please remember to:
- Check that all boxes are present before signing for the item, and report any missing items to the courier.
- Accept the given boxes/items and identify which boxes are missing - check the assembly manual for the part number.
- Contact customer services via phone or e-mail, stating the exact part which is missing to prepare prompt delivery.
- Take photographs of any damaged items.
- Do not attempt to assemble the item before you have confirmed you have all pieces required.
Full Return, Refunds and Cancellation details can be found within our Terms and Conditions
Any queries don’t hesitate to contact us on 0118 230 2079 or email us at info@restrelax.com