RETURNS: FAULTY GOODS

In the rare occasion that the product(s) you have ordered has arrived faulty or damaged then you will need to contact TALOR Garden Furniture at the earliest opportunity to raise this issue, so that we can arrange a replacement or refund as efficiently as possible. Once we have received your request, we will arrange for the items to be collected, and will inspect the damages. Per the Consumer Rights Act 2015, if your item is damaged, you are eligible for a free return if it is returned within 30 days of receiving delivery.

TALOR Garden Furniture reserve the right to refuse a refund or deduct any amount from the order value if not reported in time, and/or in instances where the product has been misused or tampered with by a third party. We advise you to thoroughly check all elements of your order (particularly fragile elements such as glass) upon delivery and raise any concerns as soon as possible, in order to speed up the returns process.

REPLACEMENTS: FAULTY GOODS

If an item arrives damaged, but you wish to keep or exchange your set, we will endeavour to source and send out a replacement set or part as quickly as possible. In most instances, we aim to resolve such issues within 3-5 working days. However, some parts may need to be manufactured specially and shipped from overseas. This process can take from 6-12+ weeks, but we will always endeavour to go above and beyond to provide an excellent service, to your satisfaction. Subsequent deliveries of replacement sets or parts are not eligible for the VIP Delivery Service, unless they require a professional assessment or a more technical installation. A standard delivery will be arranged for customer self-assembly of the replacement parts. Unless TALOR Garden Furniture request that the faulty goods are returned for inspection, it will be the responsibility of the customer to dispose of any faulty components.

RETURNS: CHANGE OF MIND

It's not very often that our customers aren't happy with their purchase, but very occasionally, it happens. You can shop at TALOR with confidence knowing that we have a 14-day ‘change of mind’ returns policy under the Consumer Contracts Regulations 2014.

We kindly request that a return is raised as soon as possible, preferably within 48 hours of delivery, to ensure that we can handle your return as efficiently as possible. If goods are returned in a condition that would indicate customer misuse or product negligence, or the product could not be classed as new, unused and in the condition in which it was delivered, TALOR reserves the right to refuse a refund or deduct any amount from the refund to cover any losses incurred. 

Change of mind returns are free of charge if:

  • You have paid for VIP Delivery and reject the product(s) at the point assembly

or

  • You have requested a return within 48 hours of delivery and the product is returned with the original packaging in an unused, and undamaged condition.

If you wish to return your order but have not met either of the above conditions, then any collection costs associated with the return of your order will be deducted from the amount to be refunded. We recommend that you allow us to arrange the collection and deduct the costs from your refund, so that your goods are insured in transit and are transported safely and quickly. You can arrange your own return to our warehouse at your own expense, however, you will be required to use a courier that can insure the full amount of the goods and can provide a POD (Proof of Delivery).

TALOR Garden Furniture can not be held liable for any costs occurred from damages caused as a result of natural elements, including but not limited too: wind, fire, flooding. Replacement parts due to damages beyond the control of TALOR Garden Furniture will be at a cost to the customer. Any returns made containing damages due to natural elements or any other reason beyond the control of TALOR Garden Furniture will incur a cost to be deducted from the balance to be returned, subject to the nature and extent of the damages.

To complete your return, please email customerservice@talor.co.uk and reference your email 'Order #### Return', or call us on 020 7947 0780 for further assistance. 

If your return request(s) fall within any of the following categories, a refund may not be offered or you may only be eligible for a partial refund:

  • Any item not in its original condition
  • Any item damaged or missing parts for reasons not due to our error
  • Any item that has been requested to be returned more than 14 days after delivery (under CCR 2014) or 30 days after delivery (under CRA 2015). 

REFUNDS

The returns and refunds process can take up-to 7 working days as the furniture needs to be collected, returned, and assessed by our warehouse teams. Once your product return has been received and inspected, will send you an email to notify you that we have received your returned item. We will also notify you of the approval, partial approval, or rejection of your refund. If you are approved, then your full or partial refund will be processed, and a credit will automatically be applied back to your credit card or original method of payment. This is usually completed within 3-5 days of receiving your return. 

SUPPORT

We understand that your garden furniture is a significant investment. We are always on hand to help with your queries so please do not hesitate to call 

020 7947 0780 or email customerservice@talor.co.uk to discuss the status of your order - our friendly, professional team would be delighted to help. 

We look forward to shipping your orders!

Here To Help,
TALOR