Online Order Returns Policy
We only refund outbound carriage in line with Distance Selling Regulations or if the item was incorrectly shipped or was found to be faulty. Please note that return carriage is the responsibility of the customer and we do recommend that you use a traceable method of carriage for your return. Please note we do not advise customers of receipt back into our warehouse. In the case of incorrectly delivered or faulty items return carriage will be refunded but if a priority courier is used then only a reasonable sum will be refunded.
It is necessary for you to contact us in advance of you returning an item. If you decide to return an item then you may return it to us at your own cost, alternatively, we can arrange collection by our own carrier at a cost of £85 per consignment. This is purely to cover the cost of fuel and the drivers time.
Off the Shelf Stock Items– Under the Distance Selling Regulations, if you buy items from our physical stock either online or by phone, your consumer rights entitle you to a full refund. If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 days after the day on which you receive the Products. A further 14 days is then allowed for return of the goods. The goods must be returned in its original resalable condition and it is your responsibility to make sure the goods are received by us and any cost of returning the item is covered. Upon receipt of the goods a full inspection will take place to ensure the goods are in a resalable condition. Once these checks have been made a full refund (including original shipping costs), minus any collection costs (where applicable), will be issued by the original payment method. Any goods returned with a diminished value as a result of use may incur a deduction charge from the refund.
If you have ordered from our Stock Items then you have the right to cancel your order at any time prior to delivery. All you need do is advise us by getting in contact with us by emailing firstname.lastname@example.org
Bespoke items – Bespoke items which has been specifically manufactured to your own choice of colour or combination or size e.g. Sofas, Upholstered furniture etc. Items where a lead-time is quoted or the terms ‘Bespoke Items’ appear upon the item description or your order are to be considered bespoke (made specifically for you) and are therefore, as far as is permissible by law, excluded from the Distance Selling Regulations. In respect of these items our usual refund policy does not apply and cannot be returned or exchanged unless faulty
Any order for ‘Bespoke’ items may not be cancelled by you, either before or after delivery. We have no legal obligation to take back these Goods, though we may choose to do so with the incurrence of a 25% restocking fee. This is entirely at Shackletons discretion. Once we acknowledge receipt of your cancellation, you will receive a refund minus applicable charges using the same method as your original payment.
Damaged Items– You must notify us in writing and return the item within 30 days. The item must be returned for a full refund to be given. In the case of a faulty item being received we will reimburse the delivery cost in returning the item to us or we will send our own courier to collect it directly from you.
As many products listed on our site are manufactured from natural products (timber, slate, granite, marble, etc) you must be aware that natural variations and colour and finish must be expected, and are not regarded as faults. These items cannot be returned unless they are faulty, a Goods Returns Number will still be required. We will make the refund directly to the method that was used to place the original order (excluding P&P), and regrettably we are unable to refund to an alternate method. Where we offer a refund for a product that has been ordered and we are then unable to supply, we shall not be liable for any consequential loss that may arise in relation to the order. This does not affect your statutory rights.
Once we receive your returned parcel, we will inspect and process the goods within 24 hours and aim to process a refund as quickly as possible but retain the right to refund up to 30 days following the return of these goods. You will receive an automated email advising of the refund but please note it can take your card issuer a few days to allocate the sum in question back to your account. This time frame is outside our control and dictated by your card issuer.
Shackletons Home and Garden
Unit 1 Brookside Industrial Estate