CANCELLATION AND RETURNS

How long do I have to change my mind? If for some reason your order doesn’t quite match your expectations and you are not 100% satisfied with your purchase, for whatever reason, we will be happy to accept receipt of your products back to Portess. You have up to 30 days after the day you (or someone you nominate) receive the products to deliver the product/s back to us.  

If you wish to cancel your order you can do so in writing, either by emailing us at portessfurnishers@btconnect.com or by post to Portess of Oakham Ltd, 24 High Street, Oakham, Rutland, LE15 6AL, or by calling 01572 722052. You must inform us of your intention to end the contract no later than 14 days after the day on which you originally received the products. We aim to respond to your request within 2 working days to confirm the cancellation, any refund due and collection details if products have already been delivered. 

Assembly services must be cancelled at least 4 working days before assembly is to take place. We cannot refund these charges after that time as the assembly team will have been booked and reserved for you.

Returning products after ending the contract

Products can be returned for free to either of our branches nearest to you, the details of which can be provided by our customer service team once you have notified us of cancellation. You must exercise a duty of care over the products until such time as they have been received by us as you will be held responsible for any damage incurred after delivery to you. Wh en you receive your products, please remember to keep the packaging until you’re 100% satisfied with your order. In the unlikely event that you need to return the item we can only accept it in suitable packaging. This is really important, as each piece of furniture needs the same amount of protection returning to our warehouse as it does on its way to our customers. 

When we will pay the costs of return.

We will pay the costs of return:  

(a) if the products are faulty or misdescribed;  

(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. 

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return (where applicable). This price will vary from different courier companies. We suggest getting a few quotes to get the best price. You may have to manually wrap up the items safely before the courier collects for the return.  

How we will refund you.

If you notify us of your intention to end the contract within 14 days of delivery, we will refund you the price you paid for the products [excluding non-standard delivery costs], by the method you used for payment. We may make deductions from the price, as described below. 

Deductions from refunds if you are exercising your right to change your mind.

We may reduce your refund to reflect any reduction in the value of the products, if this has been caused by your handling of them in a way which would not be permitted in a shop. We will not provide a full refund if products show signs of unreasonable use. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount to reflect such handling. 

When your refund will be made.

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you, or if earlier, the day on which you provide us with evidence that you have sent the product back to us. 

With regard to flat pack furniture, we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture, as partially assembled items are likely to be damaged in transit when returned to us. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value, unless the products are faulty. If you require a replacement part for your flat pack furniture, please call us on 01572 722052 and we will try to arrange a replacement. 

If you wish to exchange a product. We offer a free exchange for an alternative product of equal value (limited to three free exchanges per original order) on products returned to us within 30 days after the day on which you originally received the products. We will not exchange an item for the same product in the event there is no fault. 

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if you do not allow us to deliver the products to you. We will refund you any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract. In particular, a £25 transport charge will be applied where the products are dispatched, but delivery cannot be completed. 

We may end the contract if the product you order is unavailable from stock and/or i f supply of the product may be significantly delayed. We will endeavor to notify you if a product is unavailable from stock prior to accepting your order, but this is not always possible. Additionally, we will notify you if supply of a product may be significantly delayed because of an event outside our control. You have the option in these circumstances to end the contract and receive a full refund for the product. In the event that you do not choose to end the contract in these circumstances we reserve the right to end the contract and we will write to you to inform you of this and will refund you in full for any money you have paid in advance for the product. 

Mattresses

Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the products are faulty. 

 

PORTESS OF OAKHAM

Portess Oakham 24 High St, Oakham LE15 6AL | 01572 722052

Open Tues – Fri : 8.30am – 5.30pm (Closed 1-2pm for lunch) Sat: 8.30am – 5pm (Closed 1-2pm for lunch)

Portess Melton Mowbray 51 Nottingham St, Melton Mowbray LE13 1NN | 01664 565336

Open: Mon – Saturday: 8.30am – 5pm

 

SHOPPING WITH US

CUSTOMER SERVICES

PORTESS OF OAKHAM LTD 2019 - ALL RIGHTS RESERVED

 

PORTESS OF OAKHAM LTD

Portess Oakham

24 High St, Oakham LE15 6AL 01572 722052

Open Tues – Fri : 8.30am – 5.30pm (Closed 1-2pm for lunch)Sat: 8.30am – 5pm (Closed 1-2pm for lunch)

Portess Melton Mowbray

51 Nottingham St, Melton Mowbray LE13 1NN 01664 565336

Open: Mon – Saturday: 8.30am – 5pm

 

 

SHOPPING WITH US

BEDROOM           CARPETS AND RUGS

DINING                 UPHOLSTERY

LIVING                  SALE

 

 

CUSTOMER SERVICES

PORTESS              DELIVERY

ABOUT                 T AND C'S

CONTACT             REFUNDS

PORTESS OF OAKHAM LTD 2019 - ALL RIGHTS RESERVED