Orders placed before 2pm are usually dispatched 'same day' by either
- Overnight via APC for next day delivery
- 24/48 Hour Royal Mail
Approximately 99% of UK deliveries are made within 48 hours of dispatch, although delivery can be 'next day' sometimes.
CANCELLATION, RETURN AND REFUND POLICY
If you’re not entirely satisfied with your purchase, we’re here to help.
You can cancel your order by email to firstname.lastname@example.org before it’s dispatched, although we will need to confirm with our fulfillment company that the order hasn’t been shipped. Orders are usually fulfilled quickly, so there is not much time in which to cancel.
If you are not completely satisfied with your purchase, you can ask for a refund or exchange of goods within 15 days of receipt of your order, provided the following conditions are met –
1- You must notify us by email at email@example.com of your intention to return the goods or request an exchange, stating reasons.
2- The goods are in the same condition as when you received them.
3- The goods are in the original packaging.
4- The goods are unopened, unused and undamaged.
5- You can supply the receipt/proof of purchase and order number.
- Goods should be returned with adequate physical protection and external packaging to ensure that they reach us in a good condition ready for re-sale.
7- Please note- return delivery charges are not refundable in the event of an unwanted item being returned to us.
8- A ‘Returns Form’ should be completed and included with the returned item/s.
You will be responsible for paying the shipping costs for returning your goods.
Once a return has been authorized, please send your goods to –
UNIT 49B, HOLMEBANK MILL BUSINESS PARK
Once we receive your item/s, we will inspect it/them and notify you that we have received the returned item/s and also the status of your refund.
If your return is accepted, we will initiate a refund to your credit/debit card (or original method of payment). The timescale of the refund will depend on your card issuer’s policy.
DAMAGE IN TRANSIT
It is important that you check your order thoroughly on receipt from the courier and not to sign for or accept the item if the exterior packaging appears extensively damaged.
In the unlikely event that your item is damaged in transit but this is not apparent from the packaging, please contact us immediately. Please note, any claims for damage made in transit must be made within 2 working days of delivery. We will require proof of the damaged packaging in the form of photographic evidence or return of the actual packaging.
Suretile will cover the cost of a return where the item is faulty or damaged and when this option has been agreed. We will not send a replacement item until the damaged product has been returned.