Order problems and returns process

Consumer Contracts Regulations
(formerly Distance Selling Regulations)

In accordance with EU consumer contracts regulations, we provide a 14 day cooling off period with a right to cancel for all online orders. This period starts the day after the goods are received. Crampton & Moore will accept returns on goods even if the packaging has been opened to inspect them. All goods need to be repackaged in original packing and with all accessories and instructions before returning.

If you wish to report a fault with your item or return an unwanted item please follow the link below to submit a return request. Once completed you will receive a response from our team within 48 hours.

*Please have your order number and postcode to hand as this is required to find your order details*

START RETURN REQUEST

Faulty Products

If your product develops a fault, you have the option of a repair, exchange or refund if the fault occurs within 30 days of delivery or collection. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault.

If you wish to report a fault with your item or return an unwanted item please follow the link below to submit a return request. Once completed you will receive a response from our team within 48 hours.

*Please have your order number and postcode to hand as this is required to find your order details*

START RETURN REQUEST

 

Transport damage

In the unlikely event that your goods arrive damaged, please telephone 08444 722 960 or 01226 350754 within 48 hours of delivery.

Return and faulty goods policy

Items purchased can be returned to one of our stores or through our head office customer services team. Returns and exchanges can only be processed with proof of purchase.

Unwanted products

Unwanted products can be returned if you notify us within 14 days from the date of delivery or collection. The item must include all original packaging, in 'as new' condition and unused. You will also be responsible for the cost of any return carriage. 

You will also be responsible for covering the cost of any return carriage for an unwanted item, The return carriage cost for small items is £7 and larger items upto £80 depending on the item type. There may also be a re-stocking fee of upto 20% applied for any items which have been opened. If you wish to discuss any of your options with us please give us a call so we can confirm these with you.

Faulty products

If your product develops a fault, you have the option of a repair, exchange or refund if the fault occurs within 30 days of delivery or collection. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. All original packaging must be retained for a minimum of 30 days from date of receipt in case the product needs to be returned for any reason (excluding large kitchen appliances).

Obviously we can’t be expected to guarantee against misuse, accident, neglect, commercial use, loss of data stored on any form of writeable/ rewriteable media/ hard drive devices, dead pixels of an amount not covered by the manufacturer’s specifications or normal wear and tear. Please note that if repairs are not carried out by ourselves or a manufacturer authorised agent our guarantee cannot apply and will invalidate any remaining warranty. This warranty is in addition to your normal statutory rights.

Damaged products

If your product is found to be damaged when unpacked, you must notify us within 48 hours of receipt of the goods. All original packaging must be retained for a minimum of 30 days from date of receipt in case the product needs to be returned for any reason (excluding large kitchen appliances).

When you receive your goods please open the box and examine them before signing to ensure they are in good condition, if the packaging or item is damaged please do not accept the goods and notify us as soon as possible. If you are unable to check the item at the time of delivery, please sign as unchecked. Once items are delivered we allow 48 hours to check your purchase for damage and report any issues, we cannot accept claims or returns for damage after 48 hours of delivery. Regrettably if items are signed for in good condition that later prove to be damaged, we have no recourse with the carriers so please check items thoroughly to avoid any disappointment.

Cancelling an order

If you wish to cancel an order before delivery please contact your store, or for online orders email customer.service@cramptonandmoore.co.uk or telephone 08444 722 960 or 01226 350754. Once we have received your request, we will contact you to confirm cancellation.