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At Footstools Direct, we aim to ensure that you are fully satisfied with your purchase. If, for any reason, you are not satisfied, our returns policy outlines your rights and responsibilities.
1. Standard Returns
- You may return standard products purchased from us within 30 days of receipt.
- Items must be unused, undamaged, and in their original packaging.
- Products returned in accordance with this policy will receive a full refund.
- You are responsible for the cost of returning the goods, unless the items are faulty or incorrectly supplied.
2. Return Procedure
To return an item, please follow these steps:
- Contact Us – Email our customer service team at info@footstoolsdirect.com to notify us of your return.
- Prepare the Item – Ensure the product is securely packaged in its original packaging.
- Return the Item – Send the item to our returns address (see Section 7).
- Inspection & Refund – Once we have received and inspected the item, your refund will be processed within 30 days.
3. Cooling-Off Period (Distance Selling)
- Under the Distance Selling Regulations (2000), customers may cancel orders for non-bespoke products within 7 working days of receipt.
- This right does not apply to bespoke or customised items.
4. Non-Returnable / Bespoke Items
Certain items cannot be returned unless faulty:
- Products made or altered to your specifications (bespoke items).
- Bulk orders of four or more items.
- Products incorporating customer-supplied materials or designs.
- Any item clearly stated as non-returnable at the time of purchase.
5. Faulty or Damaged Goods
If your item arrives damaged or is faulty, please notify us within 3 working days of delivery.
- Important: Any returns for damage caused by tampering or mishandling will not be accepted. Specifically:
- Orders showing signs of the box being opened with a knife, where the stools display damage consistent with this action, will not be accepted.
- For items damaged in transit, we require the following information to assist in claiming with our courier:
- Photograph of the damaged box (external view).
- Photograph of the damaged box (internal view).
- Photograph of the internal packaging.
- Photograph of the label on the box.
- Photograph of the damage on the stool (close-up).
- Once the required information has been provided, we will review the claim and arrange for repair, replacement, or refund as appropriate.
6. Delivery Issues & Cancellations
- Notify us of non-delivery or partial delivery within 5 days of dispatch.
- Cancellation requests after dispatch may be subject to additional charges.
7. Return Address & Contact Information
Please send returns to:
Footstools Direct
Unit 17, Clonmel Business Park
Clonmel Road
Birmingham
B30 2BU
Email: info@footstoolsdirect.com
Phone: 0113 2760171
8. Refunds
- Refunds will be issued via the original payment method once the returned item has been inspected.
- Processing of refunds may take up to 30 days from receipt of the returned goods.
9. Your Statutory Rights
This policy does not affect your statutory consumer rights under applicable law.
