Updated 21st February 2007

STEP 1

Returns and Refunds must be made in writing within seven working days of receiving your order either by:

• Email: customercare@elbec.co.uk
• Fax:0115 965 9969
• Write to us at:
  Elbec Limited
  Customer Care Team
  Leec Warehouse 3
  Private Road No 2
  Colwick Industrial Estate (South)
  NOTTINGHAM
  NG4 2JR
  

Our Customer Care Team will respond as soon as they can. Please ensure you complete all the details in the email.

If faxing or writing you will need to provide the following information:

• Name and Address
• Your Order Number
• Description of Product

STEP 2

Elbec will then verify your request by email which will be subject to our Terms and Conditions.

STEP 3

Our Courier will then contact you to arrange a time for collection.

STEP 4

Please ensure you wrap the item securely for transit, using the manufacturer’s own packaging if available. It will help speed up the process if you enclose your despatch note (remember to write your Order Number on the reverse) and securely affix the returns label safely to the parcel.

STEP 5

You will receive your refund within 30 days after your request.

Please note: You have a duty of care for the product and any damage (or additional damage if the product is already damaged) by yourself or poor re-packaging may incur a charge.

Elbec want you to be delighted with any product purchased on our Website. If you are not, we guarantee to do our utmost to put right any concerns you may have.

We will exchange the product or issue a full refund. If we cannot provide an exact replacement (the item is out of stock or discontinued) we will recommend a substitute as an alternative. If you are not satisfied with this then a full refund will be issued to the original payment card. You have a duty of care whilst the product is in your possesion and it is preferable that the product be returned in its original packaging. We will consider the overall condition of the product being returned and we reserve the right to bill for you any damage incured by yourself or poor re-packaging if the product is returned is in such a condition that the item needs to be reduced in price for stock or disposed.

In all instances you must take reasonable care of the item(s) and must not use them. If the goods are to be returned because they are incorrect or faulty you will be refunded in full. If the item is not defective then you will need to return it at your own cost. We reserve the right to charge for collection of the item. The return of the goods will be at your expense.

You have a statutory 7 working days cooling off period (with the exception of products being made to your specification) from the day after you receive your order. During this time you may cancel your order at any time and receive a full refund. If the item has already been despatched to you, then we reserve the right to charge for the collection of the item. The above returns policy does not affect your statutory rights. For further details refer to our Terms and Conditions section.

This applies to Shire Log Cabins, Goodwood Professional Range, Goodwood Gold Range, None Branded Playhouses, Elite Greenhouses, Swallow Greenhouses, Bespoke Metal Fencing and/or Railings, Pre-painted fencing panels, Action Playcentre Climbing Frames and any other order made to your own specification. If you decide to cancel such an order at any time after production has commenced you will be liable for the cost of work in progress to date of cancellation.

If you cancel such an order after it has been despatched you will be liable for the cost of the building and the cost of return unless the item is incorrect, faulty or substantially damaged on delivery. Substantially damaged means an item that is damaged that renders the item unfit for purpose. New parts will be sent out for minor damage.

Refunds will be paid within 30 days after your request. Please also allow 3 - 4 working days for your credit / debit card issuer to credit your account.

If you receive a gift and it is damaged, we will replace it for you.

We will exchange the product or issue a full refund. If we cannot provide an exact replacement (the item is out of stock or discontinued) we will recommend a substitute as an alternative. If you are not satisfied with this then a full refund will be issued to the original payment card.

The collection of the goods will be arranged through our nominated delivery courier. In all instances, you must take reasonable care of the item(s) and must not use them. Unfortunately, we cannot exchange for a different product. If you require an exchange for a different product then a new order will have to be placed.