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Returns Policy

CANCELLATION, RETURNS AND REFUND POLICY

1.   We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us in accordance with the returns policy described in this section. 

Claims

2.  All our products are carefully inspected before delivery. The buyer should also inspect carefully all items at time of receiving the goods. Claims for damage and shortages must be notified to Craftsberg within two days and written notification received within seven days. We cannot accept responsibility for the non-arrival of notification within the specified time. Failure to make such claims within the specified time constitutes acceptance of the merchandise and quality thereof. Craftsberg may not accept claims for damage resulting from storage by the buyer or for damage resulting from accident, alteration or misuse after delivery. Also for dissatisfaction with colour, grain, veneering or texture of wood, marble and leathers because of natural variations which Craftsberg has no control over. 

 Returns

3.  Goods may only be returned after agreement, in writing between Craftsberg and the buyer. (The buyer is responsible for all carriage expenses and risk).
 

Right to cancel 

4.   You have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason. This does not apply to bespoke and made-to-order products Products. 

5.  The order for bespoke Products can be cancelled within the time indicated in order confirmation. After that time no cancelation to bespoke products will be accepted.

6.  Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order or bespoke.
Returns are at customers' own expenses. We advise you use an insured, signed for service.

7.  All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means, that there are no marks on the item or packaging. We are unable to accept any item with any indication that it was used.

8.  Damaged / Faulty Items. We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact hello@craftsberg.com as soon as possible so that we can resolve it for you promptly.

9.  Returned items must be in perfect condition. Please do not remove any tags or packaging. If an item is not in it’s original condition and packaging you will not be eligible for a refund. This excludes faulty items.

10.  We cannot refund or exchange Bespoke or made-to-order products. Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items. We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made-to-order if it is non returnable on the sales order. You have 2 days to amend your order from receipt of this email. Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.

11.   The cancellation period will expire 7 days from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered. 

12.   To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Services team at hello@craftsberg.com.

13.   To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. 

Effects of cancellation 

14.   If you cancel your contract with us, we will reimburse you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 

15.   We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. 

16.   We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. 

17.   We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest. 

18.   You are only liable for any diminished value of the Products resulting from the unfair/unreasonable wear and tear of the Products which is not necessary to establish the nature, characteristics and functioning of the Products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply. 

Faulty or mis-described goods 

20.   We will refund you on through the payment method used by you to pay. 

How to return the Products 

21.   You must return Products to us as soon as reasonably practicable to the addresses given by Craftsberg.

22.   Unless the Products are faulty or were not delivered as described (in this case, see clause 12), you will be responsible for the cost of returning the Products to us including the cost of us collecting the Products from you.

23.   You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original (or similar) packaging prior to returning the Products to us. 

 

CANCELLATION, RETURNS AND REFUND POLICY

1.   We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us in accordance with the returns policy described in this section. 

Claims

2.  All our products are carefully inspected before delivery. The buyer should also inspect carefully all items at time of receiving the goods. Claims for damage and shortages must be notified to Craftsberg within two days and written notification received within seven days. We cannot accept responsibility for the non-arrival of notification within the specified time. Failure to make such claims within the specified time constitutes acceptance of the merchandise and quality thereof. Craftsberg may not accept claims for damage resulting from storage by the buyer or for damage resulting from accident, alteration or misuse after delivery. Also for dissatisfaction with colour, grain, veneering or texture of wood, marble and leathers because of natural variations which Craftsberg has no control over. 

 Returns

3.  Goods may only be returned after agreement, in writing between Craftsberg and the buyer. (The buyer is responsible for all carriage expenses and risk).
 

Right to cancel 

4.   You have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason. This does not apply to bespoke and made-to-order products Products. 

5.  The order for bespoke Products can be cancelled within the time indicated in order confirmation. After that time no cancelation to bespoke products will be accepted.

6.  Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order or bespoke.
Returns are at customers' own expenses. We advise you use an insured, signed for service.

7.  All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means, that there are no marks on the item or packaging. We are unable to accept any item with any indication that it was used.

8.  Damaged / Faulty Items. We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact hello@craftsberg.com as soon as possible so that we can resolve it for you promptly.

9.  Returned items must be in perfect condition. Please do not remove any tags or packaging. If an item is not in it’s original condition and packaging you will not be eligible for a refund. This excludes faulty items.

10.  We cannot refund or exchange Bespoke or made-to-order products. Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items. We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made-to-order if it is non returnable on the sales order. You have 2 days to amend your order from receipt of this email. Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.

11.   The cancellation period will expire 7 days from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered. 

12.   To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Services team at hello@craftsberg.com.

13.   To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. 

Effects of cancellation 

14.   If you cancel your contract with us, we will reimburse you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 

15.   We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. 

16.   We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. 

17.   We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest. 

18.   You are only liable for any diminished value of the Products resulting from the unfair/unreasonable wear and tear of the Products which is not necessary to establish the nature, characteristics and functioning of the Products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply. 

Faulty or mis-described goods 

20.   We will refund you on through the payment method used by you to pay. 

How to return the Products 

21.   You must return Products to us as soon as reasonably practicable to the addresses given by Craftsberg.

22.   Unless the Products are faulty or were not delivered as described (in this case, see clause 12), you will be responsible for the cost of returning the Products to us including the cost of us collecting the Products from you.

23.   You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original (or similar) packaging prior to returning the Products to us.