We want you to love every item you receive, but if for some reason you aren’t totally satisfied with your purchase please follow the procedures below:
Standard items are eligible for return or exchange up to 14 days after the purchase date. You should return your order to us in its original unused condition and packaging for a refund or exchange.
We guarantee all of our products to be free of defects in materials and workmanship.
Each product has a manufacturing guarantee of one year. This is not a guarantee against normal wear and tear. Nor does it apply to product that has been damaged by misuse, accident, modification or unauthorised repair. If you believe you have purchased a defective product, please follow our procedure below:
- Notification of faults must be given in writing accompanied with photographs (where applicable) to Tidy Tack Rooms.
- Please send your completed returns form and photographs to email@example.com and our customer service team will review the product. If the product is within its one year manufacturing warranty and is deemed to be a manufacturing fault, a team member will liaise with you to rectify the issue.
- Please do not return damaged or faulty goods without contacting us first. We are unable to refund any postage / re-collection costs incurred if you return damaged items without contacting us.
Personalised products are Non-Refundable & Non-Exchangeable
Items Damaged in transit
If your parcel has arrived with damage to the outer packaging please take photos of the damage BEFORE unwrapping / opening the parcel. Once opened please carefully check the contents, if there is any damage to the contents please take photos of the damage. Keep all of the packaging and notify us immediately. We will require copies of the photos to send to the carrier for claim purposes. Once you have notified us of the damage please repackage the items, in a suitable way, to prevent any further damage.
If you require packing materials please let us know and we will post these out to you. Please make sure you retain your receipts for proof of posting and cost of return postage. We will need these to provide a refund for the return postage cost.
Large items arriving via courier must be opened and checked within 48 hrs of taking receipt of the goods. Large items must be suitably packed for return, if you require packaging material please contact us and we will post it out to you.
We will arrange a courier to collect your large items on a day that is suitable for you, within 7 working days from being notified of the return.
Discount items are eligible for return or exchange up to 14 days after purchase. You should return your order to us in its original packaging.
Personalised items cannot be returned unless faulty.
We will require a proof of purchase in order to proceed with any Refund or Exchange. This is an order number provided in your confirmation email upon purchase. We will aim to help any customer, however if the required information is not provided we have the right to refuse a refund or exchange as requested.
No returns will be accepted after the specified returns period.
We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card / bank account.
If you are exchanging, you will need to let us know which product(s) you would prefer. We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one. We will also require payment to cover the postage cost of sending you the exchanged item.
If you are returning a faulty item we will cover the returns and replacement postage cost.
If you are returning an item because you have changed your mind we will refund the full item cost but not the postage costs.
Please contact us first at firstname.lastname@example.org before returning any items.
If you need further assistance please contact us at: email@example.com