Cancellation
You may cancel your order any time up to the end of the fourteenth day from the date you receive the ordered goods (see ‘Returns’ below). To cancel, please notify us in writing by email info@kobocrete.co.uk
Returns
You may return goods which have been delivered within 14 days. The goods must be returned to us, at your own cost and risk as soon as possible. The product must be unused, free from damage, in saleable condition and in its original packaging.
Prior to return, it is your resposiblity to take reasonable care of the product. Failure to do so will incur charges for reduction in value.
Please ensure that the colour, size and quantity of the product ordered is suitable for your requirements. Photos are for illustrative purpose only, so please order a sample from our website if in doubt.
Whilst we accept returns, the costs involved in returning bulky delivered items are high and therefore may exceed the value of the product itself.
If you would like to return your order, please follow our Returns Procedure below:
HOW TO RETURN YOUR ORDER
If you are eligible to return your order, please use the following steps:
1. Email us
You must email us within 14 days of receiving your order
Email info@kobocrete.co.uk and please include
– Your Full Name
– Your Order Number
– The Products you wish to Return.
2. We will reply to confirm if your order is eligible for return and the amount you will be refunded
Important – Goods are returned at your own cost and risk.
Once the goods are received back in SALEABLE CONDITION, we will refund as follows
– AMOUNT PAID minus RETURN DELIVERY CHARGES (£100.00 inc VAT per pallet for the return journey)
3. Pack the goods carefully back onto their original pallet(s). REMEMBER – Goods are stored and returned at YOUR RISK, so please take care to avoid damage at all times.
Goods should be packed as follows to avoid damage
– Use PACKAGING BETWEEN ALL ITEMS to stop scraping and chipping
– Ensure that there are NO ITEMS OVERHANGING THE PALLET
– SECURE ALL ITEMS TO THE PALLET and COVER FULLY. Pallet wrap is ideal, but bin liners and lots of parcel tape will do if wrapped tightly.
– POSITION THE PALLET(s) where they can be easily collected. This would ideally be where they were originally delivered.
4. Reply to our email to confirm that the goods are ready to be collected.
In your email, please confirm
– The number of pallets to be collected
– That you have packed and wrapped the goods to the best of your ability
– That the goods are in a convenient position for collection
5. We will arrange collection. Following this our delivery team will be in touch to book a convenient day to collect.
6. Once received back in saleable condition, your refund will be processed through your original payment method.
Non-Returnable Goods
Bespoke products made to your specification (non-standard size, colour etc.) cannot be returned.
Damaged Goods
In the event that your order arrives damaged or faulty, we will offer an exchange or refund. Please notify us within 48 hours of delivery.
PAVING PACKS TOLERANCE
We expect your goods to arrive in perfect condition, however, it is possible that a small quantity of slabs/tiles may occasionally sustain some slight damage in transit or when unpacking. It is important to allow a total of 10% for cuts, wastage and for a small number of potential breakages when ordering. We cannot offer replacements or refunds when the total damage is less than our 7.5% tolerance for damaged. If your total damage is more than the 7.5% tolerance level we will refund the value of the broken goods over the tolerance.
To help us to deal with damages effectively, please take the following steps:
– Please inspect the goods at the time of delivery and mark as ‘Damaged’ on the driver’s paperwork. If this is impractical at the time, please mark as ‘unchecked’.
– Please take photos of the damage and email to us at info@kobocrete.co.uk. Ideally, the photo will show the product exactly as it was delivered and packaged.
Damaged goods may not be collected and we advise the customer to dispose of the items once replacements have been delivered.
Our liability is limited to the cost of the goods and save as precluded by law, we will not be liable for any indirect or consequential loss, (damage or expence including loss of profits, business or goodwill) howeverso arrising. This policy does not affect your legal rights.