Returns Policy
At UHS, we hope that you are happy with your order, which will always be sent to you in good faith and in the belief that the goods are in excellent condition and of good quality.
However, we accept that things do not always fit and that you might be unhappy with your purchase, in which case you can return your order to us (in part or in full) for a full refund, minus the initial postage/carriage charge. Please read below for full details.
ON-LINE SALES
v Please let us know within 14 days of receiving the items that you wish to return them. You can email us at websales@u-h-s.co.uk or speak to us on 01792 205050, telling us your details, the order number and items you want to return. We will then email you a returns note to include with your parcel.
v Once that’s done, you have another 14 days to physically return the order to us. As the customer, you are responsible for returning the goods safely to us, along with paying for the cost of the return postage. Please ensure that your parcel is suitably insured etc. as the goods are your responsibility until we receive them. We recommend hanging onto your Proof of Postage until your refund has cleared, just “in case!”
v All items must be returned unused, undamaged with no missing parts (screws etc) and in the original packaging and suitable for re-sale.
v Any goods received back which are not in a re-saleable condition (ie. used, damaged, with damaged packaging or with missing parts) will not be refunded.
v Your refund will be processed as soon as we can and within 14 days of us receiving your returned goods.
Which items are non-refundable?
v Any item that isn’t notified to us within the returns period. If you want to return something that was bought on our website, you must inform us within 14 days of receiving the items (starting the day after your order is received by you). You then have another 14 days to return the goods once you have told us.
v Returns received in damaged or used condition. The customer has a legal obligation to take reasonable care of the items whilst in their possession. If the customer fails to comply with this obligation, we have the right to deduct the cost of any deterioration (due, for example, to your having used the item) up to the price of the items from the refund which you are otherwise entitled to.
v Bespoke items/special order items.
SHOWROOM AND TRADE CENTRE SALES
v Unused goods from stock purchased from the Showroom or from our Trade Centre may be accepted for a refund, with a valid receipt, within 28 days of purchase and at our discretion. After this time, goods cannot be returned.
v All items must be returned unused, undamaged with no missing parts (screws etc) and in the original packaging and suitable for re-sale.
v Any goods received back which are not in a re-saleable condition (ie. used, damaged, with damaged packaging or with missing parts) will not be refunded.
v Special Orders, unless faulty, can only be returned at our discretion and will incur a restocking fee (minimum 30%) and an administration fee.
v Bespoke orders, Made-to-Order items, Clearance items, fabricated goods and tubing/gasket cut-to-size cannot be returned unless faulty.
FAULTY GOODS/MISSING ITEMS
Please let us know within 48 hours of receiving your order if you have any issues with missing, faulty or damaged goods. We try our best, but sometimes these things happen and we can only apologise!
Email websales@u-h-s.co.uk with your full name, order details and description of the problem. If possible, please email us photographs of the damage, or contents of the parcel, and this will help us to resolve your issues and help us decide on the appropriate steps to rectify the problem. We’ll work with you to get things right!
If you bought your product at our Trade Centre, please email as above to enquiries@u-h-s.co.uk or pop back and see us. If you bought your goods from Door Décor & More, please call the Showroom or email us: sales@doordecorandmore.co.uk, within 48 hours, and we’ll do our best to solve the problem.
