If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Please let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
If a fault develops outside of the 30 day return period, or the item is difficult to package and return, please contact our Customer Services team on: 01428 288313 or by email at firstname.lastname@example.org before you return the item so we can discuss the fault with you and agree the best way forward.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
Our Returns Policy
You can return any item within 30 days of receipt provided that the products are returned complete, in perfect condition, unused, unwashed and with its original packaging. With that in mind, please keep all original packaging and return the items undamaged.
Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or misdescribed products.
We will be happy to make a refund however, we are not able to refund any postage charges.
Once your parcel has been received by our team it can take up to 5 working days to fulfil your request. Returns are dealt with in the order in which they are received.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
Please call us on 01428 288313 within 30 days of delivery to discuss the return of furniture items as, under our returns policy, we cannot accept the return of items that have been used or damaged since we delivered them. The item will need to be re-wrapped in the original packaging and we will need to make arrangements with you to collect it. There will be a charge for collection, unless the item is faulty.
Furniture items that have been purchased as ex-display from our stores cannot be returned. This does not affect your legal rights.
Items that Cannot be returned
Whether exercising your legal right to cancel or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of:
- products sealed for health protection or hygience purposes once you have unsealed them. For example: mattresses, duvets and pillows if the sealed packaging has been opened.
- Any products where a seal has been broken
- products that are made to your unique specification or that are personalised for you, such as items bearing your name or initials.
Your Legal Right To Cancel
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.
You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.
You may cancel your order by following the procedure set out below. To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us no later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).
If you are exercising your right to change your mind:
- We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
- The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
- If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.
Instructions on Returning Items
Customers are legally responsible for the care of the products while they are in their position. The item(s) must be in the same perfect, resalable condition in which they were received in order to receive a full refund. • If the item(s) is deemed faulty or compromised, we will refund the delivery charge.
You can return an item to The Silkroad showroom as long as you have your receipt (proof of purchase) or delivery note. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
You can also return an item purchased in the showroom by post as per below:Alternatively, you can send your return by post. The delivery note that came with your parcel has clear instructions of how to do this. Please complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel.
Please always include a daytime telephone number and your email address in case we need to contact you about the return.
If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number and customer number if possible. Please let us know what you are returning and why.
Make sure your items are securely wrapped and send your return to:
Returns Department – The Silkroad Interiors and Flooring, 66 – 68 Wey Hill, Haslemere, Surrey GU2 7 1HN
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
We can also arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service.
An item that was received as a gift can be returned for an exchange or gift voucher. Refunds can only be made to the original credit or debit card on which the gift was purchased. This does not affect the purchaser’s legal rights.
When returning items purchased through PayPal, items must be returned via post to our showroom in order to receive a refund to your PayPal account.