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Returns & Refunds

The Heritage Collection / Returns & Refunds

Buy with Confidence

Buying products online, particularly where they are high value can be a little unnerving. Heritage ensures we take the stress out of this situation by offering a great returns policy that gives you plenty of time to decide on your products once you have received them. You have statutory rights to return goods under the Consumer Contract Regulations of 2014, however we also go a step further and we add an additional period of 28 days after your normal rights expire during which you can return goods. Its important to us that you are happy with the goods you purchase from us.

The only items we cannot accept back are those that have been customised for you, because we cannot realistically sell them to anyone else.  This includes products manufactured to sizes you have requested.  We also include orders that are prefinished in this category.  We have 20 different finishes and so it simply isn’t possible to stock all lines in all finishes.  Therefore we pre-finish to order.  The only exception to this is certain lines in clear finish, for example radiator shelving.  Items that we consider custom made to you are identified in the individual listing or if you prefer then give our team a call to discuss.

Returning Unwanted Goods

If you receive your goods and you are not happy with them, or you have changed your mind then get in touch with us.  If you advise us within 14 days then you have a legal right to return the goods to us, and we will refund your order cost as well as any postage you have paid for us to ship to you.

To provide additional reassurance, we also choose to add a further 28 day period beyond this.  During this extended period you can also advise us that you want to return your goods, however we will charge a 25% restocking fee, and we would not refund your postage costs.

In both instances you need to send the goods back to us undamaged or unaltered within a further 14 days from advising us.  Shipping the goods back is your responsibility and cost.  Unfortunately we are not able to collect items.

Once we receive the goods back, we check them over to ensure that they are ok to get booked back into stock.   Minor issues such as damage to packaging we will rectify at our cost.  Once we this is done then we will process a refund to you.  For items returned during the statutory 28 day period we will refund the full value of the order, including any postage you may have paid to have the goods shipped to you.  For items returned during our voluntary additional 28 days we will refund the order value less 25% of the goods value and any postage costs.  The law allows us 14 days to complete this process, however in most cases we will complete this in 2-3 working days after receiving your goods back.  However please note that once the refund is processed it can take up to 2 days for this to appear in your account.

Items that Cannot be Returned

Certain items cannot be returned.   These are items that have been customised for you and therefore we are unable to book back into stock and resell.  Examples of these items are doors that have been made to your specific sizes or items that have been prefinished to order in your choice of colour.  We will always advise you at the point of order of any lines that are considered customised for you and non returnable.  If you are in any doubt, please do give our sales team a call and we can advise.

Returning Damaged Goods

We take great care to package products with sturdy transit packaging, but damages can unfortunately still happen.  If an item arrives damaged, please sign for it as damaged.  Often the courier will not allow you time to check, it’s always good practice to sign for the delivery unchecked in these circumstances.  Once you know that an item is damaged please contact our sales office who can help you through the process.  In most cases we need pictures of the damaged item, as this can help us process an insurance claim with the courier.   Once we have established the nature of the damage our team will work with you to rectify the problem.