Refund policy
RETURNS AND REFUNDS POLICY:
The Returns and Refunds Policy forms part of the Terms and Conditions for purchase of Instant Marquees Ltd Products and/or service
Different sections of the policy apply and are as follows.
You have purchased directly from Instant Marquees as a consumer.
You have purchased directly from us as a business owner
You have purchased indirectly from us a consumer
You have purchased indirectly rom us a business
Please see relevant section below:
If you are a consumer who has purchased directly from Instant Marquees
You have a legal right to change your mind.
For most of our products, you have a legal right to change your mind about your purchase and receive a full refund, minus the carriage charge.
Condition of items
- Items must be unused, in the original packaging and in the same condition that you received them.
Non refundable items
- Any bespoke, personalised or printed items or items that have been made to a certain specification. Items that have been sealed for personal care items, goods which become mixed inseparably with items after they have been delivered – these are exempt from being returned.
Time Frame
Refund requests must be made within 14 days after the delivery date. If deliveries arrive separately, then no later from the day after the last delivery
How to request a refund
Email shelter@instantmarquees.co.uk to initiate your refund/returns request
Return Shipping
Items must be returned within 14 days of us acknowledging your request. You are responsible for paying the costs for returning your items, it is your responsibility to ensure that the products are packaged securely. You can send the product using an established delivery service , we recommend Recorded Delivery or any secure service requiring a signature on delivery. Please keep the receipt as proof of delivery until we have acknowledged your return.
Please send the goods to the below address
Instant Marquees Limited
Unit D
Highfield Road Industrial Estate
Camelford
Cornwall
PL32 9RA
We will not process your refund if you have used or damaged a product.
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we’re likely to reduce your refund.
Processing your refund
Once we have received your return, we will inspect it and notify you of the approval. We will aim to refund you within 14 working days of receiving it. a credit will automatically be applied to your original method of payment
We will not process your refund if an item comes back to us used or damaged,
Products for which installation works have been completed.
If you purchase a product along with setup or assembly services from us and such product has been installed pursuant to your specification and you change your mind within the 14-day deadline set out above, we will not be held responsible for making good any damage to your property caused by the removal of the product if the product and/or setup is not faulty. If you wish to cancel you can remove the assembled product yourself and return it to us with you being responsible for the delivery costs. Or request for us to dis assemble and collect from us, this will be subject to a charge. The charges will vary depending on the work and type of product. You will be notified. If you wish to do the remove the assembly yourself. We may reduce your refund
You have rights if there is something wrong with your product
If you think you have received a defective or damaged item, you must contact our Customer Services We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by English law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- If your goods are faulty , then you can get a refund up to 30 days:
- If your goods cannot be repaired or replaced then you can get a refund up to six months: if your goods can’t be repaired or replaced.
You may be required to provide photographic evidence of the defect before we exchange or refund
You can contact us if you have a complaint.
Our Customer Service Team will do their best to resolve any problems you have with us or our products.
We use your personal data (for example relating to any returns and refunds) as set out in Privacy Policy.
Our Privacy Policy is accessible on our website
If you are a business customer who has purchased directly from Instant Marquees
As a business customer, you do not have a right to a return or refund for a change of mind. You have rights if the goods are defective and do not meet the 12 month warranty.
If you are a business customer who has purchased directly from Instant Marquees and resell Instant Marquees products to your own customers:
As a business customer, we will not return or refund you if you change your mind. You have rights if the goods are defective and do not meet the warranty. Please review the below sections setting out your responsibilities with regard to any after-sales queries or returns from your end customers.
Where your end customer raises an after-sales query.
If your customer raises a query after the sale in relation to cancellations, refunds or returns, it is your responsibility to address it directly, as we are not involved in handling post-sales inquiries, without prior written authorisation to Instant Marquees
Returns where your end customer is a consumer.
It is your responsibility to manage any cancellations, returns or refunds in relation to the Instant Marquees products you sell to consumers in accordance with your own returns and refunds policy. You must ensure that your returns and refunds policy comply with applicable laws.
Instant Marquees may, in its absolute discretion, accept returns of products returned to you by your end customers who are returning the product due to a change of mind. Where Instant Marquees agrees to receive a return from you, it is your responsibility to arrange the return shipment with your end customer, at your cost (including any costs related to packaging, shipping and/or Instant Marquees collection of the products from either you or your end customer (as applicable)).
It is your responsibility to ensure that the product is adequately packed either in its original packaging or packaging that is sufficiently similar so that it meets Instant Marquees requirements with regard to transporting the product being returned.
It is also your responsibility to ensure that where Instant Marquees has agreed to a return of a product due to the end customer’s change of mind that the product is returned to Instant Marquees in unused and saleable condition.
Returns where your end customer is a business.
It is at Instant Marquees absolute discretion to accept or reject any returns of products that do not fall within our policy (i.e. in circumstances where your end customer changes its mind and wishes to return the product). Where Instant Marquees agrees to receive a return from you, it is your responsibility to arrange the return shipment with your end customer, at your cost (including any costs related to packaging, shipping and/or Instant Marquees collection of the products from either you or your end customer (as applicable)).
You are responsible to make sure that the product is packed adequately preferably in its original packaging , to ensure it meets Instant Marquees requirements with regards to transporting the product
It is also your responsibility to ensure that where Instant Marquees has agreed to a return of a product that the end customer wishes to return due to reasons other than the product being faulty/defective or not meeting the warranty, that the product is returned to Instant Marquees unused and in saleable condition.
If you are a consumer who has purchased an Instant Marquees product from a retailer:
Please contact the retailer for more information , The retailer’s returns and refunds policy will apply.
If you are a business customer who has purchased Instant Marquees products from an authorised reseller:
The sales agreement between you and the reseller regarding returns and refunds will apply.