We pride ourselves on providing the very best in customer service and support and will do our very best to resolve any issues that you may have with our products or services. If you wish to exchange, cancel or return any products, please follow the procedures set out below.
Under the consumer contract regulation you are entitled to cancel your order anytime from the moment you place your order and up to 14 days from the day of delivery. Cancelled orders will be refunded in accordance with our refund policy. To cancel an order or speak to a member of our customer services about cancelling an order, please either, email email@example.com or call 01278 424003.
To ensure that there aren't any delays in the process of returning your order, you must notify us to cancel an order. If we have not been formally contacted we cannot be held to our Returns Policy. Bespoke items made to the customers own dimension and size are not governed by the consumer contract regulation.
Cancelled orders that have already been collected for delivery or have been received by the customer will need to be returned in accordance with the ‘Returning Goods' section of the Returns Policy.
Damaged or Faulty products
We like to prides ourselves on the quality and finish of our products and hope that your expectations have been exceeded in every way. In the unlikely event that any of our products are not up to the standard described and shown on our website, please within 14 days from the day of delivery, contact us by email firstname.lastname@example.org or call our customer services on 01278 424003 we will do our best to;
a) exchange the products for a replacement, or b) refund your order in accordance with our ‘Refund Policy’
Failure to make contact to us within 14 days from the day of delivery will mean that we are unable to accept your order back for an exchange or refund.
Goods being returned need to be in the original condition using the same packaging which it was delivered in, if the original packaging cannot be used then packaging of similar or better quality must be used. It is the customers responsibility to make sure goods being returned are protected to a satisfactory level. Returned goods must be labeled and addressed to:
Somerset Willow Company Limited,
Wireworks Estate, Bristol Road
Bridgwater, Somerset, TA6 4AP
When returning an order, please make sure that you have contacted a member of the customer services team who will be able to advise you on how best to get your order returned.
Goods can be returned in one of two ways;
a) Collected from your collection address via TNT couriers on our account at the customers expense, please note somebody will need to be present at the address from 9.00am till 6.00pm on the day of collection otherwise charges may be incurred.
b) Using the customers own courier service or Royal Mail, please note customers using Royal Mail must make sure that they retain a receipt in the event of an order being lost. Please note, if you are returning an order using your own courier this must be done within 14 days of notifying us that you wish to cancel, exhange or return a defective product.
Refunding cancelled orders
Cancelled orders that have been returned and received at the address listed on the ‘Returning Goods’ section of the Returns Policy will be refunded within 14 days of the goods being received. We regret to say we are unable to refund initial delivery costs and return delivery costs.
Refunds for damaged or faulty products
Damaged or defective orders will be refunded within 14 days of the order being inspected by a member of our customer services and received via the address listed on the ‘Returning Goods’ section of the Returns Policy. Orders found to be damaged or defected will also have the delivery cost refunded in accordance with the ‘Delivery Cost Reimbursement’ section of our Refund Policy. We reserve the right to not refund any supposed, damaged or defective order, which have been returned and received without any damage or defect.
Delivery Cost Reimbursement
Damaged & defective order - Delivery refund
Initial delivery cost and return delivery costs on damaged or defected goods will be refunded once the goods have been checked by a member of customer services. customers using their own methods of delivery to return orders will not have these costs reimbursed.
Cancelled orders – Delivery refunds
Orders which have been cancelled in accordance with the ‘Cancelling Orders’ section of our Returns Policy, will not be eligible to receive a refund on any part of the delivery ‘to’ or ‘from’ the customer.