Returns
a great returns policy...from The UKs Premier Online Interior Design Store
...so that you can shop confidently knowing you can return things if they are not suitable
occa-home has a great returns policy that allows you to return goods for a refund, even where there is no legal right to a refund or exchange, so you can shop with peace of mind, knowing that you can see how things work in your home when they arrive, and return anything to us for a refund if it is not suitable [provided you have obtained a Returns Authorisation number and followed the general terms noted in our Returns Conditions below].
Our talented designers have hand-picked every item on the web site and we want you to be delighted with your purchase.
We offer a 30 day money back guarantee.
If you are not entirely delighted with the products that you have chosen, you may return them to us within 30 days of receipt. We will be more than happy to offer you an exchange or, if you wish, a refund provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging. Please take extra care when returning products under this guarantee as we cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or washed.
This 30 day guarantee does not apply to non-standard, customised or special order product [see below] nor to cut by the meter wallpaper or fabric.
how do I return goods?
Please contact us within 14 days of receiving the goods by email to customerservice@occa-home.co.uk or call us on 0844 879 4258 to inform us of your intention to return. You will then be given a Returns Authorisation Number to write on the reverse of your delivery note. This must be included within the parcel in order to ensure it is speedily processed on return to our warehouse and your refund applied as soon as possible to your original method of payment.
Please then return the goods in perfect condition, unused, unwashed and with the original packaging. It is important for your own security that you obtain proof of posting as unfortunately we cannot accept responsibility for goods that are lost or damaged in transit back to the warehouse, unless we are bringing them back. You will find a pre-printed returns label on your delivery note.
Occa-Home will credit the price paid for the goods in full within 30 days. [see below for damaged/faulty goods information]
The address for returns is:
Occa-Home Returns Department
PO Box 1000
Gateshead
NE85 2BS
Our returns policy does not affect your legal and statutory consumer rights.
can't you collect the goods from me?
That is not a problem - if it makes life easier for you, we can arrange to uplift the products - the cost of this can be charged to your account and will deducted from any refund due. If you wish this option, let us know and we will contact you to arrange a convenient date for collection.
what about returning non-standard, customised or special order products?
Where you have ordered and received a non-standard, customised or special order product [e.g. large furniture item, headboard, sofa, chair in your own choice of fabric and size] or goods that have been confirmed to you as non-standard, customised or special order, we cannot extend our Returns Policy or 30 day money back guarantee to such items unless faulty.
You are able to return these goods for a refund, however in such cases we charge a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred.
This is due to the fact that they are made as individual pieces to order, under your instruction. As it is unlikely that we could sell it to another customer at full selling price, it cannot be re-stocked.
Cut by the meter wallpaper and fabric does not fall under our 30 day money back guarantee however you are able to return these goods for a refund, with a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred.
We want you to be delighted with your orders from occa-home, subsequently, we strongly advise that before you order such products you have checked the following:
- compatibility with all your other furnishings
- fitness for purpose
- that all your dimensions are correct
- that you are satisfied that the fabric / finish is correct for you
- that the delivery address can receive the product [be sure of access, check dimensions, make sure it fits though all doorways, stairwells and any other access routes necessary]
By placing an order for a non-standard, customised or special order product with us, you are deemed to have considered all these factors and any others that might affect the order, and accept that your are entirely satisfied that it is the correct product for you. You will not be able to change the order once the item has been entered into production. You cannot return a non-standard, customised or special order product for a full refund simply because it is different to what you expected.
When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts list to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturers instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.
If the product is found to be damaged or faulty then our standard returns policy in relation to damaged or faulty goods will apply.
what happens if my goods arrive damaged or faulty?
In the unlikely event that you receive your order in a faulty or damaged condition, [including customised products] please contact us within 48 hours by email at customerservice@occa-home.co.uk or phone us on 0845 879 4258 and we will make the necessary arrangements to collect the damaged/faulty goods.
We will ask you to email a photograph of the damage and complete a short questionaire as part of our quality assurance checks.
Please note it is critical that you keep all the original packaging and repack the item with care. Our courier will make the collection, and upon inspection at our warehouse, a refund, or replacement sent at our expense, will be arranged.
do you comply with the WEEE Regulations?
The Waste Electrical or Electronic Equipment Directive requires countries to maximise separate collection and environmentally friendly process of waste electricals. Unwanted electrical equipment is the UK’s fastest growing type of waste and sending it to landfill causes lead and other toxins to leak into the soil and atmosphere, causing water contamination harming wildlife and human health.
Occa-Home sell a small selection of light fittings that come under this directive.
Since 1 July 2007, the UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations allow members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge. Fortunately much of the electrical and electronic equipment we use can be recycled to make new products. Look for information on new products that now carry the crossed wheelie bin symbol to identify recycling possibilities - remember that you can recycle your equipment without buying new equipment.
In striving to do what we can to protect our environment, we would encourage you to find your nearest recycling sites by contacting your local council, or visiting www.recycle-more.co.uk and type your postcode into the recycling bank locator to find your nearest recycling bank for WEEE.
The WEEE regulations do not give you entitlement to free collection of WEEE from your home, however if you purchase a light fitting from Occa-Home please fell free to contact us for advice on how to dispose of your old light fittng safely. Alternatively we can arrange for collection of your old like for like light fitting. This will incur a charge of £9.99 but we will recycle the fitting free of charge. In the spirit of saving energy and emissions however, we would always encourage you to recycle locally where possible.This charge covers the collection and return to Occa of your old appliance via the courier network. Appliance recycling must be arranged with our customer service team when you place your order.
For further information visit http://www.berr.gov.uk/files/file35992.pdf
