For all return requests, we require our customers to contact Henley Stoves by email at firstname.lastname@example.org. The customer is requested to relay proof of incorrect item or damage by way of photographs to the main Henley Stoves office for review by EMAIL: email@example.com.
Damaged Goods Return
Where an item(s) has been agreed for return, the returns form is issued by the returns office for completion by the customer, and it is to be returned by email to: firstname.lastname@example.org. Once the form is returned and is deemed within the terms listed below, we will organise collection/replacements on the next available delivery. We will endeavour to rectify any issue as soon as possible. We will deliver the goods in a good and marketable condition. It is the customers responsibility to ensure all the goods are in order and the delivery corresponds to your purchase order. When the POD (Proof of Delivery) is signed it is accepted the delivery is in order. Goods not accepted on delivery as damaged or not in the delivery must be noted on the POD. Henley Stoves is not responsible for damage to goods after the POD is signed.
Manufacturing faults must be reported as soon as possible. Photographs are requested to be taken to show images of said faults and forwarded to email@example.com. On receipt of the images, Henley Stoves may organise to inspect faults if required. Please note colour variance in the stove is not considered a manufacturing fault and there may be colour variance in relation to enamel pipework and enamel stoves.
All instances of damages must be reported within 72 hours from receipt of delivery. Please do not remove from packaging if damage is suspected. All damage products must be reported by email, to Henley Stoves with photographic evidence of the damage to firstname.lastname@example.org. If for any reason the photograph does not provide enough evidence for a decision to be made on a replacement, a Henley Stoves representative may inspect the products at the invoice level. Damages reported outside of the 72-hour window following confirmed delivery will dealt with on an adhoc basis and is at the sole discretion of Henley Stoves. ADDRESS: All products that are approved for return must be at the original delivery address for collection and securely wrapped and palletised.
Incorrect Product Ordered
In the case of you, the customer, ordering the wrong product, Henley Stoves will take back any product which is in its original packaging untouched and in fully resalable condition and with no damages, with photographic evidence of same sent to email@example.com. Henley Stoves may charge up to 30% (with a minimum of 10%) restocking fee plus the cost of transporting it back to our warehouse. Any products that arrive to our warehouse damaged will be returned to the customer on their next delivery with no credit for said product. Any products to be returned must be at the original delivery address on Henley Stoves pallets ready for collection. Henley Stoves will not accept any returns of this nature 45 days post original confirmed delivery date.
Incorrect Product Delivered
In the case of products being delivered that were not on your confirmed purchase order and the mistake has been reported within 72 hours of delivery, Henley Stoves will rectify the mistake at our cost with any replacement products delivered on next the delivery if required. All products being returned must be in the condition that they received with original packaging intact and in a fully resalable condition. Any products to be returned must be at invoiced address on a Henley Stoves pallet ready for collection. Incorrect product deliveries reported outside of the 72-hour window following confirmed delivery will dealt with on an adhoc basis and is at the sole discretion of Henley Stoves.
When you have met the criteria above, completed and returned Henley Stoves’ ‘Returns Form’ and the return has been agreed, we will organise collection of the said products. Where it is not an error by Henley Stoves, a restocking fee of up to 30% will be applied. Henley will make three attempts to collect any confirmed returns, if the goods are not collected by the third attempt the return will be cancelled, resulting in no credit being applied to your account. A Henley Stoves representative will contact the affected customer following each failed collection and the status of their return. It is in the customers best interest to have goods ready for collection and notification of same sent to firstname.lastname@example.org. Henley will not process any request for returns/credit from customers that are over 60 days form original confirmed delivery date in regard to incorrect product orders.
All service issues should be emailed to email@example.com and all relevant photos should be attached on the item(s) in question and any installation photos as requested by our service department. A case file can only be created on receipt of all relevant information requested.