Delivery
We are committed to delivering your goods as quickly as possible after receipt
of your order - please allow 14 working days for anywhere in the UK mainland. We
do not deliver outside the UK mainland, but we can normally deliver to a
mainland port for you to then arrange collection. Please telephone for details.
ALL ORDERS BELOW £60 are subject to a surcharge of £10 per order, for packaging,
carriage and insurance, with some products carrying a supplement as follows:
Please note that some items may be despatched seperately and therefore could
arrive at different times. If you are employing builders or fitters to install
your items, please ensure that you are in receipt of your goods before
committing to an installation date. Finesse Garden Products cannot be held
responsible for any consequential expenses if delivery is delayed.
Order tracking
Depending on product availability and the time of the year, we do ask that you
allow up to 14 working days for delivery. If you have specific delivery
requirements or require an update on your shipment, please don’t hesitate to
contact us.
Product Availability
We always try to ensure that we have enough stock in our warehouse to satisfy
every customer’s order. Occasionally we find we have more demand for a product
than expected and this may mean a slight delay before we can satisfy your order
with our replenished stocks. If high demand means that the item you require
isn’t immediately available, please do bear with us – we will be doing our
utmost to ensure you have it as soon as possible.
Returns
14-day money back guarantee
As a company committed to complete customer satisfaction, we pride ourselves on
our enviable reputation for quality and service. We offer a 14-day money back
guarantee on every product we sell through the website to ensure that you have
peace of mind and are happy with your purchase.
Returns and Exchanges
In the unlikely event that you are not totally satisfied with any goods
purchased please inform us in writing (including fax or email) and telephone
Customer Services on 01594 837287 within 14 days (starting on the day after the
goods are delivered to you) to arrange their return.
The goods should be returned to us at the following address:
Finesse Garden Products, Dean Sawmills, Staunton Road, Gloucestershire GL16
8NS
Please ensure that as well as your receipt, you include a covering note with
your name, contact details, order number and details of the reason for exchange.
Once the goods have been received, we will give you a replacement or refund.
The goods must be returned to us unused, and wherever possible, in the original
packaging. We recommend that you retain all of the original packaging until you
are sure that you intend to keep the goods. If the original packaging is not
available, you should use packaging that would provide similar protection as
returned items must be received ‘as new’ and in resaleable condition. Please
note: Carriage costs will be refunded only if the item is faulty, or if it
differs in any way from the advertised goods. Returned parcels remain the
responsibility of the customer until safely received by us. The company does not
pay return carriage unless an item is faulty, or it differs in any way from the
advertised goods. If you would like us to arrange collection of goods for
return, please contact Customer Services. Return carriage costs will be deducted
from any refund due. This Fee is dependant on the weight / size of your order, &
in most cases will not exceed £19, however much large orders may be chargeable
is up to & including a maximum of £50
All products are guaranteed against faulty workmanship. If any item is found to
be faulty, return it and we will be happy to correct the faulty part or send a
replacement without charge. Please follow carefully the instructions for
assembly and advice on how to care for the products. Please bear in mind that a
minor amount of natural movement is inherent in timber.
Complaints
On the rare occasion that we do receive a complaint about one of our products,
you can be assured that we will thoroughly investigate the problem and make
every attempt to resolve the issue to your satisfaction. Ideally complaints
should be made in writing and addressed to the Head of Customer Services,
Finesse Garden Products, Dean Woodlands, Staunton Road, Coleford,
Gloucestershire GL16 8NS. Please allow at least 4 working days for a response.
In order to resolve the matter quickly, it is helpful if you are able supply
full details of the problem, along with photographs, if appropriate. |
