Returns
INTRODUCTION
Since the majority of our products are made-to-order, customised, or bespoke, we generally are not a “return friendly” company unless they are faulty goods. If this is the case we will offer a full refund including all shipping fees, see below for details. However we do understand that things can happen out of your control and if approved, we will offer a refund on unused merchandise, minus a 25% restocking fee, excluding any shipping and handling costs. We are unable to accept returns on custom modifications, such as custom colours, wired ceiling plates, or on any special order item (any item or style not listed on our website).
We are happy to accept returns on all stock accessory products. Please note that domestic and international customers are responsible for the cost of shipping, duties, customs fees, and taxes on returned or exchanged accessories to Rothschild & Bickers Ltd. You must notify us if you wish to cancel your order or return any items within 14 days of receiving your order, and return such items within a further 14 days of this notification.
The information below explains how to request a return and details on returns standards, timescales, refunds and issues arising from damaged or faulty items. If you require any further information not covered here, please do not hesitate to contact us at info@rothschildbickers.com or on +44 (0)1992 677292
FAULTY GOODS
Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), require products to:
- be as described;
- be fit for purpose;
- be of satisfactory quality;
- match any sample that you have seen or examined prior to placing the Order.
Your legal rights if products are faulty. If a product does not comply with any of the requirements above, you will benefit from:
- the right to reject the product any time within 30 days of delivery of the product to you or your representative (or collection of product by you from our premises, as the case may be);
- the right to request a full or part replacement of all products within their warranty, from delivery of the products to you or your representative (or collection of product by you from our premises, as the case may be). If the products cannot be replaced within this time, you will likely be entitled to a full or part refund for the products.
- the warranties given above will not apply to defects that are due to fair wear and tear, accidental damage or failure by the customer or any third party to adhere to the company’s instructions or written recommendations. Any modifications made to the product by the customer will void the warranty. We will not be liable for any direct or indirect loss of profits or any other financial loss or damage arising out of defective, damaged, or wrongly delivered goods, over and above the value of the goods themselves.
HOW TO RETURN AN ITEM
To request a return please email us at info@rothschildbickers.com or call us on +44 (0)1992 677292, be sure to include or have on hand a description of the items you would like to return, the original order number and the reason for return. Before completing the return, please make sure that your items meet the standards indicated under ‘Condition’ below.
For UK returns we will arrange for items to be collected via DPD. To arrange a collection at your convenience please email info@rothschildbickers.com specifying your pick up address, telephone number, preferred date and your collection will be booked for you. You will receive an email from DPD confirming the pick-up details. We advise that all items returned be sent using our returns service with DPD. Should you choose to return an item to us via any other provider or a different DPD account, Rothschild & Bickers will not be liable for any loss, damage or theft and any costs incurred will not be reimbursed.
For International orders we recommend you insure the return shipment, as you will be liable for any damage to the goods until we receive them. We also recommend that you use a secure, trackable shipper and retain proof of sending and any associated costs.
All returns should be sent to the address below:
Unit 7 Great Northern Works,
Hartham Lane,
Hertford,
Hertfordshire,
SG14 1QN,
United Kingdom.
You will receive an email confirmation once your return has been processed successfully.
COLOUR AND SHAPE VARIATIONS
Hand blown glass is a natural material and as such there are natural variations in the colour, size and texture over which Rothschild & Bickers has no control and cannot guarantee that the products you receive will be exactly as the displayed product, website or catalogue image.
All of our lighting is individually hand-finished and there may be differences between batches. These will be more apparent if orders are placed at different times. As part of the design, some metalwork is hand-finished to appear distressed or brushed. This will vary between products and is not a defect.
CONDITION
All items should be returned to us new, unused and with all Rothschild & Bickers original packaging. Any items that are returned to us in a damaged, soiled or otherwise altered and in less than perfect condition may not be accepted and may be returned to the customer.
REFUNDS
All successfully returned items will be credited to the payment method used when placing the order and in the same currency, less any shipping costs, within 14 days of us receiving your items. We will send you a confirmation email as soon as we have authorised the refund. The time in which the credited amount will appear on your statement is subject to your card issuer.
For payments made by PayPal, refunds will be credited to your PayPal account and will be visible immediately. Reimbursement time to the credit card associated with your PayPal account will depend upon the company that issued the card.
CHANGE OR CANCELING AN ORDER
If you wish to change or cancel your order please contact us on +44 (0)1992 677292. Orders that have been shipped out cannot be canceled.
LATE RETURNS
A return request must be submitted to us within 14 days of receipt of your items. Subsequent items must be returned to us at the address stated on the returns label within a further 14 days from this date of notification. Returns received after 28 days from date of initial delivery will not be accepted. Exceptions may apply at the discretion of Rothschild & Bickers.
ONLINE EXCHANGES
We are unable to process exchange requests. Please request a return and create a new order for the replacement item.
