Returns Policy
Returns Form & Returns Number
Returns must be made with a completed returns form. These can be downloaded from the bottom of this page. You must email [email protected] with your customer order number to request a returns number so that we know to expect your return. Please remember to put your customer order number on your email to help us to process your request for a returns number as quickly as possible.
Faulty Goods
We will refund the cost of the goods and the delivery charge for all faulty goods, please contact [email protected] to arrange for the goods to be collected. All returns are tested and if the item proves not to be faulty when tested then only the product value will be refunded. You will be charged the actual cost of the delivery and the collection.
For large pallet deliveries please be aware that the costs will be considerably higher than you are charged for delivery.
Checking Goods For Damage and Notifying Edwardes
All products supplied by Edwardes come with a 12 month retailer’s guarantee. Any guarantee periods longer than this quoted on the website for particular products are provided by the manufacturer and are not in any way endorsed or backed by Edwardes. We pass on manufacturer’s warranties in good faith but we do not endorse them and they form no part of your contract with Edwardes. For the avoidance of doubt if the manufacturer becomes insolvent you accept that the additional guarantee is lost.
In some cases the manufacturers provide an after sales team of engineers who will come out and fix any problems that you may have with their products. If such a service exists we will provide you with the telephone number of the manufacturer's after sales team and to speed up the process you can make the necessary arrangements directly with them. In the event that you are not satisfied with the service they provide then please contact us and we will endeavour to resolve any problems for you.
We will arrange for a repair or refund the cost of the goods and the delivery charge for all faulty goods notified to us within 12 months of delivery. Please contact [email protected] to discuss any problems.
All returns are tested and if the item proves not to be faulty when tested then only the product value will be refunded. You will be charged the actual cost of the delivery and the collection.
For large pallet deliveries please be aware that the actual costs will be considerably higher than those you were originally charged for delivery. Examples of Actual Delivery Costs If the product has been installed and used for an extended period of time and no fault is found you will not be refunded and the product will be returned to you.
Changed Your Mind?
If you change your mind about the product when you receive it you can notify us any time within 28 days and return it for a refund at your own cost. Please note special order items are usually excluded as agreed at the time of ordering. Any refunds will be made within 30 days of receiving your returned item. You are expected to cover the cost to return the item and your initial delivery charge will not be refunded.
It is your responsibility to ensure that returned goods reach us in good condition, we do not take back items that have been installed. They should be well packed when you return them to us. Please do not write on the product packaging and send to:
Edwardes Bros - Returns Department
Unit 2 Penge Industrial Estate
Meaford Way
Penge
London
SE20 8RA
For large pallet deliveries please be aware that the costs to send them back will be considerably higher than you are charged for delivery. We suggest that you take out carrier insurance because if the goods do not arrive in re-saleable condition no refund will be made.
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To obtain a returns number please email: [email protected]