| Warranties and Returns |  | - How to arrange a return? (Faulty/non-faulty items)
- My items were damaged during transit, what should I do?
- My items are faulty upon arrival, what should I do?
- My item has developed a fault and I am over the 14-day period, what should I do?
- I've received my order but I have now changed my mind, what should I do?
- I have received an incorrect item and its your error, what should I do?
- I've sent my item back to you but I forgot to put the Cancel Return Code on the outside of the package, will this cause a problem?
- Which is the best method of to return the items to you?
We at Shesto Ltd hope you are happy with your purchase. However, we feel there may be occasions when you will need to return items to us.
Please refer to our terms & conditions for further information.
1. How do arrange a return? (Faulty/non-faulty items)
If you need to return an item to Shesto, please request a Cancel Return Code by email: customerservices@shesto.co.uk
2. My items were damaged during transit, what should I do?
If any of the items are damaged during transit, please inform us as soon of becoming aware. All items must be returned in their original packaging complete with all accessories and documentations. Once we receive them, we will either issue a replacement or a full refund. We shall also reimburse your reasonable return carriage costs.
If you are business customer, unfortunately we unable to accept returns of damaged items unless you inform us in writing within 48 hours of receipt.
3. My items are faulty upon arrival, what should I do?
If items are faulty upon arrival, you have 14 days including trade customers, to inform us of the fault. Items must be returned in their original packaging complete with accessories and documentation. Once we have verified the fault, we will either issue a replacement or a full refund.
We check through all of our returned items, and if the returned item is proven to not have developed a fault by our technicians, you will subject to a re-stocking fee of 5% or £5 (Plus the outbound carriage/postal charges) whichever is the highest. You may request to have the item to be returned back to you, but you must incur the returning costs.
4. My item has developed a fault and I am over the 14-day period, what should I do?
If any of your items have developed a fault and have passed the 14-day period of receipt, you have entered the warranty period. Therefore, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service or telephone help facility for your convenience. In order to rectify the fault as soon as possible we advise you to get touch with ourselves before contacting the manufacturer of your product to be of full assistance.
5. I've received my order but I have now changed my mind, what should I do?
If you simply change your mind about any item you ordered and wish to return it, you can do so by informing us within 7 days of receipt.
Please note: We must receive the item(s) in their unopened original packaging with all accessories in place and untouched. You then have further 5 days to return the item back to us. Once we have received the item, we will then issue a full refund minus any carriage incurred on your order (This is usually £10 of the order total). Unfortunately, this does not apply to trade customers.
6. I have received an incorrect item and it's your error, what should I do?
In extremely rare occasions, if this is the case as usual request a Cancel Return Code by email to customerservices@shesto.co.uk Once you have received the code,write stating the reason for return, in your case ‘incorrect item' together with your name, address. Package the item with the Cancel Return Code clearly visible on the outside of the package, so we can start to process as soon we have received it. Please use recorded/special delivery to return items. Also provide a proof of postage receipt together with your return. We will then reimburse you for the cost of returning the item back to us on the understanding that we have supplied you with an incorrect item, therefore we sorry for inconvenience this may have caused you.
7. I've sent my item back to you but I forgot to put the Cancel Return Code on the outside of the package, will this cause a problem?
If you have not attached the Cancel Return Code on the outside of the package, this will delay the process of your return.
8. Which is the best method of to return the items to you?
Please use Royal Mail recorded/special delivery for security. Note: Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm |
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