1. About the Returns Policy
The terms and conditions set out in this “Returns Policy” apply to all goods purchased from Tylers in the UK, whether you buy through our website at www.tylers.co.uk, over the phone or otherwise.
Together with the Terms and Conditions this Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods from Tylers. In the event of a conflict between the Terms and Conditions and the Returns Policy, the Terms and Conditions will apply.
2. Your Right to Cancel “off the shelf” Goods
When you place an order through Tylers for standard Tylers stock products which are not made to your specification you can cancel your order at any time before the goods are delivered to you.
Following receipt of the goods, you can cancel your contract by notifying us (as set out in section 3 below) within fourteen (14) days of the date on which the goods were delivered. This means that if you change your mind about the goods, or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund. If your order comprises more than one item you can cancel and return any of the items individually or in combination.
Nothing within this Returns Policy or the Terms and Conditions affects your rights under law, and in particular you will always be entitled to return goods to us for a full refund if they where misdescribed, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction.
3. How to Cancel
If you wish to cancel an order please contact Tylers by calling 01509 212 560. Please have your Order Acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return. Alternatively you may give us written notice of your cancellation. This can be done by fax [01509 210 112], or by writing to us at Tylers, Web Orders, 1 Carillon Court, Loughborough, Leics, LE11 3XA. You must include your order number in the written notice, and clearly specify which goods you wish to return.
When you cancel your order after the goods have been delivered you agree to return the goods to us by following the procedure set out below.
4. Returning your Goods
If you would like to return the goods yourself, you can take them to our store. You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods.
You agree to return the goods in full, in a resalable condition and securely packaged (properly repacked in their original packaging if they were removed from it). You are responsible for all costs of returning the goods.
5. Taking Reasonable Care of the Goods
You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, if you assemble or part assemble the goods or if you remove the goods from their packaging and fail to properly repack them. If your failure to take reasonable care of the goods means that they cannot be resold as new we reserve the right to apply a charge of 30% of the price you paid for the goods, which you agree we may discount from your refund for the goods. We can only re-sell opened, assembled or used goods in-store at a significantly discounted price and the 30% charge is your agreed contribution to our likely loss on these goods.
If the goods are damaged whilst in your care (including damage caused in assembling or disassembling the goods), if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for our loss on these goods. Without limitation, this paragraph will apply to mattresses and other goods which are delivered with a protective covering. You should make all reasonable attempts to examine the goods before removing the protective covering, and agree that removing the protective covering will constitute a failure to take reasonable care of the goods.
6. Refunding your Money
We will make all refunds to the card used for payment.
The refund will include the cost of the returned goods and the original delivery fee (where you are returning all of the goods on the order) less any charges for failure to take reasonable care of the goods.
7. Your Consumer Rights
This Returns Policy does not take away any rights you may have under consumer law. For more information contact your local Citizens Advice Bureau (www.citizensadvice.org.uk).
This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Protection (Distance Selling) Regulations 2000.