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If you’re not happy with any of the standard products you’ve purchased from us, you have 30 days to return them in their original condition. We won’t quibble. If for any reason it’s not right, we’ll take it back and refund your money in full.
Please send all returns to the following address:
Footstools Direct
Unit 17, Clonmel Business Park
Clonmel Road, Birmingham
B30 2BU
Non-Returnable Items
Unless faulty or damaged during delivery, the following items cannot be returned:
- Products made or altered to order
- Items produced to bespoke designs or customer specifications
- Bulk orders of four (4) units or more
- Products made using customer-supplied materials or manufactured on a commission basis
We also cannot guarantee product performance or appearance for items made with customer-supplied materials.
Returns, Refunds & Your Right to Cancel — Distance Selling Regulations
Under the Distance Selling Regulations (2000), you have a cooling-off period of 7 working days, starting the day after you receive your goods. If you wish to cancel your order during this period, you must notify us in writing within the 7-day window.
Returned goods must be:
- In their original condition
- Unused and undamaged
- In the original packaging
You are responsible for the safe return of the goods and for covering the cost of return postage. Once we have received and inspected the returned goods, we will issue a full refund, provided there are no signs of use or damage. Where damage is found, an appropriate deduction may be made to cover repairs. In some cases, a restocking fee may apply for returns due to ordering errors or incorrect specifications.
Refunds will be processed within 30 days of the goods being returned. This does not affect your statutory rights.
Damage, Delivery Issues & Cancellations
In the circumstance that you receive your item damaged, any claims can be made within 7 days of your delivery. Claims for non-delivery or partial delivery must be made within 14 days of our dispatch notification. You must inform us in writing so we can address this issue with the courier company.
We require clear photographs of any external and internal box damage, the label on the box and the damage to the product received. Please keep all the original packaging and keep the item in a saleable condition while we investigate.
Once we have received these, we can then arrange a collection, a repair of the damaged goods or a replacement.
Should you decide to cancel your order prior to it being delivered, you may still be liable for any costs incurred in materials and labour. We are not responsible for any damage or loss resulting from unauthorised repairs by you or a third party.
