Returns Policy

Our returns policy does not affect and is in addition to your statutory rights.

Your right to cancel before delivery

If you buy a product from Turnbull & Company using our online site, you may cancel your order (or any part of it) up to 24 hours before delivery. You may cancel your order via email to customer.service@turnbullsonline.co.uk or by calling us on 01529 308839. There will be no charge for cancelling your order before delivery is made (giving 24 hours notice).

Other Returns

Before you request or arrange the return of a product, please read the information below carefully.

Change of Mind Returns (Cooling Off Period)

These rights apply to the extent that you have purchased the product as a consumer. You may return any delivered product(s) you have purchased within 14 days after the day of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email to customer.service@turnbullsonline.co.uk, via phone on 01529 308839 or via the postal system to the address in the section below called - Information about us, and Notices.

If you are returning a product because you have changed your mind after delivery, you must arrange for return transport of the goods at your own cost. All returned products must be returned unused, undamaged and in the original wrapping. Two options are available for returning goods:

1). You can arrange for Turnbull to arrange return transport for you. There will be a charge for this service. Please check all charges before making a purchase if you think you are likely to change your mind.

2). You can arrange return transport yourself. If you return goods yourself, the products will be at your risk during return, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return. There is a restocking charge which will still apply if you return goods yourself.

With either option:

  • We will give a refund of the price paid for the returned product within 30 days of cancellation minus the restocking charge and return transport costs if Turnbull arranged the return.
  • If you choose to return any of our products, there will be a charge for this service. Please enquire about these charges before making a purchase. Charges for returns are based on individual sale conditions.

Further conditions apply to cancellations due to damage as previously stated.

If an item is returned damaged, we will notify you via email or post. If you arranged for the return of goods yourself and damage has occurred in transit, it is your responsibility to make any claim for damaged items against your carrier. We will not refund the cost of items which are found to be damaged on return to us: such items will remain your property and may be collected from us at your cost. We may dispose of them if not collected within 30 days.

Products that are damaged or broken on arrival (Cancelling the Order)

In cases where our products are damaged or broken on delivery and you wish to cancel the order as a result, you may do so by giving us notice within 7 days of delivery. Notice can be given via email, phone or written letter. We will organise collection of the damaged item(s) from you. Until this time, the products remain at your risk and you should take reasonable care of them, including securing, packaging and/or storage of the goods to prevent further damage. Following collection and inspection, provided we are satisfied the goods have been damaged in transit or otherwise before delivery, a full refund will be issued.

Damaged or Broken on Arrival (Replacement Parts or Items)

In cases where our products are damaged or broken on delivery and you wish to have a replacement, or parts sent, provided damage is reported within 7 days from date of delivery as set out above, we will use reasonable endeavours to provide suitable replacement products or parts. Before a replacement can be processed we will require you to send photos of the damage. Once photos are received and we can confirm damage has occurred, replacements will be arranged to be sent out within our normal delivery schedule. We will get in contact to inform you of the date of arrival for the replacement of goods. Collection of broken pieces are assessed on a case by case scenario. Not all broken pieces are collected.

All returned products must be returned in the condition in which they were received by you, and you are responsible for ensuring that the items are sufficiently packaged to prevent further damage occurring during their return. All items will be checked upon return before the relevant action is taken. The products remain at your risk until collected by ourselves. Please note replacement parts or products can vary, as explained in our terms and conditions of Sale, so may not be identical to the items being replaced. In particular, colours and shades can vary by batch and could be different from your original order.

Item received is not what you ordered

If the products delivered to you are not what you ordered, or do not correspond fully with the itemised description on your order and you wish to discuss this please notify us immediately via email to customer.service@turnbullsonline.co.uk, or via phone on 01529 308839. Please also refer to our terms and conditions of Sale. We aim to respond to emails within one working day of receipt.

Item is faulty on delivery

Where you believe any product may be faulty, you must notify us within seven days from date of delivery. You may do this by contacting us via email customer.service@turnbullsonline.co.uk or via phone on 01529 308839. We can then arrange for a replacement or refund as required. In both instances we will arrange to collect the products and inspect them. If the products are found to be faulty we will arrange for a replacement to be sent or to refund you the cost of your purchase. If you require a refund and the products are found upon inspection not to be faulty, we will refund you the purchase price less the cost of collecting the products.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Late claims

If we have not received notification of any return due to change of mind within 14 days from date of delivery it will be assumed that acceptance of the goods has taken place. Any subsequent claim will be subject to our discretion, and we reserve the right to choose whether to make a full refund.

For goods which are deemed to be faulty or damaged, then we expect this claim to be made within 7 days from date of delivery. If goods are claimed to be faulty and are found not to be faulty on inspection, we may charge the costs of returning the goods to us at our discretion, or deduct it from any refund. The products will remain at your risk until they are physically returned to us by collection or delivery.

Goods missing on delivery

It is your responsibility to check against the carrier’s delivery note that the appropriate number of packages, parcels, pallets or crates has been received, and that the correct number and description of ordered goods or items has been received. You must notify us within 7 days from date of delivery via email to customer.service@turnbullsonline.co.uk of any shortages. Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.

General Return Information

Returns or cancellations will not be accepted if the product(s) have been altered by applying chemicals or paints to the surfaces other than those provided, or by altering or customising the product in any way that could be deemed as you using or treating the products as your own.

Refunds

Refunds will be processed within 3 working days and all payments will be credited against the original card holder’s payment details where possible.

Need Help?

Call 01529 308839

Lines open: 8am-5pm Monday to Friday.

Information about us, and Notices

This site is owned by Turnbull & Company Ltd, a company registered in England and Wales (Registered No. 536685) and having its registered office at 95 Southgate, Sleaford, Lincolnshire, NG34 7RQ. VAT Number GB450026004. All transactions that take place on this site are completed between Turnbull & Co Limited and you.

Unless otherwise expressly stated in these terms and conditions, all notices from you to us should be in writing and sent to our contact address at Turnbull & Co Limited, 95 Southgate, Sleaford, Lincolnshire, NG34 7RQ, addressed to Online Customer Service.