Returns & Refunds

Returns & Refunds 

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 
There are certain situations where only partial refunds are granted. 1 If any item not in its original condition is damaged or missing parts for reasons not due to our error. 2. Any item that is returned more than 7 days after delivery.

Exemptions

Several types of goods are exempt from being returned. This includes all of our made to measure and made to order items which is specific to your requirements and therefore cannot be returned. Our gift cards are also non-returnable items.

Replacements / Damaged Goods

In the rare event that your goods have not been made to your specification we will provide replacements. It is the customer’s responsibility to double check their measurements as we build from the information provided at the store. We cannot offer any refunds or replacements as a result of customer’s error in measurements.
We only replace items if they are defective or damaged on delivery. You must inspect your item upon delivery.  In the rare instance that an item arrives damaged you must inform us within 48 hours, with photos sent of the damage for our team to assess. Should the product prove to be damaged we will provide replacement parts as soon as possible.

Process

Should you have any problem with your order as explained above, then please send an email to sales@customdesk.co.uk with 'Returns' and your order ID in the subject line. Please also provide the following information:

  • Order ID
  • Copy of Invoice
  • Request
  • Photos (if applicable)

Each case is examined and dealt with accordingly.
If you have requested a refund and it is approved then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days.
If you have requested an exchange we will arrange both collection of the goods to be returned and goods for delivery. 

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@customdesk.co.uk.

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  • Amex
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