I rarely issue refunds so please read the following policy before buying. (Please understand that as a small business, the cost of refunding is not only a monetary concern; the process of relisting, restocking, and possibly dismantling packaging, is significant.)
Definitions
You = the customer.
I = Richard Cann, the seller.
1. Goods are shipped and arrive not in the condition as described or are lost.
i) Should you report damage, for something I provided a complete shipping service for, then I will work with you to put it right. In this event the full costs will not necessarily be refunded – it would depend on the extent of damage compared to the reasonable cost of repair. If when your package is being delivered you suspect any damage then as a precaution sign “DAMAGED” in capital letters as this can help the claims procedure. Any claim for damage must be submitted to me seven days from when the tracking has been recorded as “delivered” and clear photographic evidence must be provided.
ii) I do not always offer to provide a complete shipping service. I may offer you a packaging service for you to arrange your own courier (I can provide details of this process upon request). While I will provide internal and external photographs of the packaging I will not be liable for damage or loss in transit.
iii) If you report that you have not received a shipped item then I require at least 2 weeks from this report to allow me to investigate with the shipping company. I may request longer depending on the value of the item but if the shipping company declare the item as “lost” then I will issue a full refund.
2. You collect a product from my premises and find it is not as advertised.
i) It’s unlikely that the above scenario would occur as the photos provided on my website are always of good quality and often taken at multiple angles. But so long as you arrive to inspect your purchase and collect within 2 weeks of purchase (unless a later time is negotiated before purchase) then I will refund only if the item is not as described. Please appreciate that my salvaged stock can be up to 150 years old and so it may not be reasonable to expect it to work “like new”.
ii) In the event of clause 2.i) a refund will only be issued at the point of you viewing the product on my premises. Once you have removed the item from my premises I will not agree to issue any refund.
iii) If you opt to send a representative to collect your products, such as a courier, then clause 2ii) will also apply.
3. No refund for warped doors.
I won’t refund if I receive complaints about doors being warped. Please don’t buy doors from me if you’re concerned about warping. It’s best to assume all salvaged doors are warped. My door listings are titled “glass framed” because it is intended for a customer to deglaze for the purpose of reusing for another purpose.
