Changing or Cancelling Orders
We request that you contact us in writing via info@alfrescotrading.co.uk with your order number in order to cancel your order. This is the only way we can guarantee an order will be cancelled before it is shipped. If your order has not yet been dispatched then this will be possible free of charge, however, if your order has been dispatched or you have received the order you will be liable to pay a charge based upon the direct cost to recover and/or redeliver goods. We request that changed/cancelled items are returned in their original packaging.
Returns Policy
Delivery discrepancies: Any discrepancies must be reported as soon as is reasonable after delivery, preferably within 24hrs. On arrival, if the packaging appears damaged it is recommended that this is marked on the delivery note before you sign.
Missing Items
On delivery: Should an item be missed or appear not delivered then we request that you notify us as soon as possible, preferably within 24hrs of initial receipt of delivery. We will not be held responsible for missing items if you have agreed for a delivery to be left somewhere without a signature.
On assembly: Should a part appear missing from an item please report the item that is missing the part along with a description of the part you believe to be missing. On both, the above instances replacement goods will be despatched as soon as possible.
Faulty Goods
Damaged goods must be reported to us as soon as is deemed reasonable, usually within 24 hours of delivery. It is the responsibility of the recipient to check for any damage sustained to the goods during transit, and indicate any damages on the delivery note.
Unfortunately, if you do not indicate any damages on the delivery note, we are unable to claim from our carriers for the damage and will be unable to replace the damaged item. You must report the fault to us with a full description of the alleged fault/damage. If the fault is deemed a manufacturers fault or to have occurred during the manufacturing process, then we will replace the faulty item or part FOC.
If the damage has occurred during the transit we will replace the item or part FOC. If items are lost in transit we will replace this FOC. In all instances, we will request photographic evidence to be supplied of the damaged or faulty goods.
When acceptance of an order takes place, the consumer loses the right to reject the goods, within 14 days, unless the item has been altered or use of the item continues after a complaint is registered with us.
All our stock is of high quality and with correct use shall not experience any problems other than eventually suffering from general wear and tear. A consumer has no rights in respect of defects that are bought to his/her attention before the sale. A consumer cannot claim for damage he/she causes either by neglect or misuse.
Unwanted Goods/Wrongly Ordered
Please contact our offices within 14 days of your receipt of the goods, should you wish to return the item(s). If you wish to cancel the contract you must indicate this in writing, or another durable medium such as letter or email, within the cancellation period. See our contact details below:
Address: Alfresco Trading, Bonnetts Garden Village, Mascalls Lane, Warley, Brentwood, CM14 5LJ.
Email: info@alfrescotrading.co.uk
Where an item(s) is/are not wanted or has been incorrectly ordered the customer is responsible for payment to return the item(s). The item must be returned to us together with a completed returns form. All goods should be returned with their original packaging and in the same condition they were delivered.
If unwanted Items are not returned, a fee will be charged to cover the direct cost of the recovery. In this occurrence, you have statutory duty to take care of the goods while in your possession and to ensure that Alfresco Trading receive the goods undamaged.
Refusal of Delivery
If you refuse delivery of an order you will be subject to a return admin fee deemed reasonable in accordance with the order. You will also lose the initial postage paid to cover administration costs of despatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse.