GDF – Goods Do Not Fit
There may be times where the products our customer purchases do not fit into their property, this is the customers responsibility to ensure what they are buying fits. Please see below processes to follow.
• If you have an internet/telesales order , the customer can amend if the crew took the products back, if the customer selects cheaper products they are entitled to the difference back, a re-delivery fee of £29 is applicable as we are going out to the customer for the second time, you can discount this delivery fee if the customer complains.
If the crew have delivered, then we are able to offer an exchange to the customer or if the customer wants to cancel this can also be arranged, if the customer selects cheaper products they are entitled to the difference back. With the exchange a £29 re-delivery fee is applicable, but you can discount this if you feel this is right for the customer. If the customer wants a collection and refund, this can be arranged, and we retain £49 from their refund for the collection chare. • Terms are different when it comes to a store order , if the crew have not delivered and brought the products back, the customer can amend and receive the difference back if cheaper, a £29 re-delivery fee is applicable, but you can discount this if you think this is the right thing to do. If our crew have delivered and the product is assembled by crew or customer, we can offer an exchange as goodwill however we would charge a re-delivery fee, assembly and the customer would not receive a refund of the difference if they select a cheaper product. If the crew deliver and the items are still in their original boxes, the customer can be offered an exchange as goodwill but if they select cheaper, they can have the difference back as a refund and a re-delivery fee is applicable. • The reason we do not refund the difference back to a customer if the item is assembled is because we cannot resell an assembled bed frame, we must cover some costs for this. A mattress exchange can be handled via the comfort guarantee policy.
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