In the unlikely event that a product that has been delivered by us or one of our approved carriers (including special order/made to order items) is faulty or damaged, we will exchange the item or provide you with a full refund, so long as we are notified of the product’s fault within 14 days, in writing. Please do this by sending an email to customercare@cladmate.co.uk giving as much detail as possible regarding the fault/damage (please enclose images if possible) and provide us with your original web order/sales order number/invoice number.
We reserve the right to inspect all returned products prior to agreeing to any part refund, full refund or exchange.
Once notified of the fault/damage we will arrange for the product(s) to be collected by ourselves or an approved carrier at our expense. We require the return of the products within 14 days of the date of the written refund request being made. At this point we will either dispatch a replacement item, advise of special order/made to order lead times or process the refund.
Any refunds will be made to the account used to purchase the original product(s).
We shall not be held responsible for any incidental work or expense arising out of or because of any defect in our product, or bad workmanship applied to our products. In the unlikely event of our goods proving defective (Manufacturer’s defect only) which need replacement, our liability shall not exceed the replacement of faulty goods.
The replacement of wrong ordered or arrived damaged goods will be made exclusive for the specific goods, not the entire order.
RETURNS AND REFUNDS
Cladmate will accept returns of standard products within 14 days of the transport date. The Funds will be refunded to the Buyer, excepting 30% of the amount that will be hold as restocking fee. Goods must be returned in the condition that they were delivered in and the cost of returning the Goods is the Customer’s responsibility. The Goods must not have been used or assembled in any way and must be returned in a fully re-saleable condition, which includes being in the original, unmarked and undamaged packing.
Returned items must arrive in perfect condition including the packaging, so please ensure that they are well packed. We retain the right to refuse a refund on any item deemed to be unsalable. We are unable to accept responsibility for items lost or damaged in transit back to us. Once received the item will be inspected and a refund issued within 14 days.
Returns of specific made-to-measure product such as glass or wood doors, sliding systems, frames or other customized products cannot be accepted.
We reserve the right to refuse a refund if the above conditions have not been made. This doesn’t affect the Customer’s statutory rights.
CANCELATION
The Customer has a right to cancel its order if the Goods are standard products and no modifications have been made as a result of the Customer’s specifications. The Customer shall have the right to cancel the order for standard products at any time, up to 14 days after the Goods have been delivered or collected. The Customer should confirm the cancellation in writing by sending an email to support@cladmate.co.uk. Goods must be returned in the condition that they were delivered in and the cost of returning the Goods is the Customer’s responsibility.
Your right to cancel your order does not apply if the Goods you have ordered are custom made/bespoke items.
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