Refunds And Returns
Cancellation Policy
8.1 Customers are entitled to cancel their orders and return purchased items by providing notice of cancellation within 14 days of the delivery date or the collection from a trade counter, as applicable. If the goods are already in the delivery process at the time we receive the notice of cancellation, the customer may be required to accept delivery of the items prior to cancellation. In instances where an order consists of multiple shipments, the 14-day cancellation period shall commence from the date of delivery of the final shipment.
8.1.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers possess the right to cancel orders up to 14 days following receipt of the goods.
8.2 The right to cancel an order shall expire upon the conclusion of the 14-day period specified in clause 8.1. However, this expiry does not impact any rights related to issues with the goods.
8.3 To exercise the right of cancellation, customers may communicate their decision via post, telephone, or electronic mail, utilizing the contact details provided in clause 15. Alternatively, cancellation may be executed in person at a trade counter. While customers may opt to use the model cancellation form available at www.golitaandsons.com, it is not obligatory. In cases where the cancellation is prompted by a problem with the goods, notification of such issues should accompany the cancellation.
8.4 Upon cancellation for any reason, customers who have received the goods must return them (along with the original packaging) to us expeditiously and, in all cases, within 14 days following the cancellation. The cost of return will be borne by the customer, unless otherwise agreed upon, in which case the customer must follow the manufacturer's instructions for disposal of hazardous goods. All components, promotional items received (including gifts), and any discounted additional products must be returned.
Returns should be sent to the following address:
Queens Hotel,
158 Market Street,
Farnworth
Bolton,
BL4 9AE
For further information regarding the return process, please refer to our guidelines.
8.5 Subsequent to cancellation and subject to clause 8.7, refunds will be issued for the price paid for the canceled order (or the portion of the order that has been canceled). In cases where the entire order is canceled, standard delivery charges will also be refunded (or an equivalent amount if a more expensive delivery method was selected). However, delivery charges will not be refunded if only part of an order is canceled. Refunds will be processed within 14 days following either:
8.5.1 notification of cancellation where goods have not yet been received; or
- 8.5.2 receipt of the returned goods; or
- 8.5.3 provision of proof of return for items that have been sent back but not yet received by us.
8.6 Refunds will be provided using the same method of payment utilized for the original transaction.
8.7 We reserve the right to withhold refunds, or to deduct from the refunded amount, in cases where the returned goods exhibit signs of unreasonable use. Unreasonable use is defined as handling that exceeds what is necessary to establish the nature, characteristics, and functioning of the goods. Refunds may be withheld until we have received the goods or proof of return is submitted.
8.8 The right to cancellation does not apply to goods that are cut or mixed to individual specifications, produced to order, or personalized in a clear manner (for example, made-to-order radiators, "SPECIAL" order, mixed paints, keyed locks, or embroidered items). Additionally, this right does not extend to goods that are not suitable for return due to health protection or hygiene reasons (such as water pumps, toilets, and macerators) if the product packaging has been opened. Likewise, boilers, boiler parts, or spares that have had their packaging opened are not eligible for return or refund.
8.9 In the event that a customer cancels an order for a product delivered directly from our supplier, they should contact us to facilitate the collection by the supplier. Some collections may incur a charge, which will be determined based on the nature of the returned goods, with a maximum fee of £100.
Faulty Goods
8.10 In instances where goods are returned due to faults or discrepancies, we shall cover the cost of return delivery. It is requested that customers allow us to designate the carrier for returns. The right to return goods under these circumstances is not limited to the 30-day period described in clause 8.1.
8.11 Notwithstanding the general right to cancellation specified in clause 8, customers retain the right to reject goods if they inform us of a problem within 30 days of delivery or collection.
8.12 If an item malfunctions more than thirty days after delivery or collection, we may offer a repair or replacement of the item, or alternatively, provide a price reduction or refund. The Consumer Rights Act 2015 stipulates that goods must be as described, fit for purpose, and of satisfactory quality throughout their expected lifespan. Should a repair be necessary and the manufacturer has established a helpline, repair service, or warranty, we may require you to contact the manufacturer directly, or we can assist you in this process. In instances where no such service or warranty is available for the product, we will generally offer a repair. If a repair is not feasible, we will provide a replacement with the same model or an equivalent alternative.