RETURN POLICY

Thank you for your order. We hope you are happy with your purchase. However, if you are not completely satisfied with your order for any reason, you may return it to us for a full refund or exchange.

Please contact us on 01556 330 616 or email [email protected] to advise of your return or to speak to a member of staff for assistance.

 

WHERE DO I RETURN GOODS TO?

Please return goods to us at

James Smith Fencing Ltd

ATTN: Returns

Lynnbank

Tongland

Kirkcudbright

DG6 4LU

 

Please note for your refund to be processed we require information such as your name and order number. We kindly ask that you contact our sales team as soon as possible to make us aware of your return. Failure to enclose this information with your returned goods will mean that we will be unable to process your refund.

 

RETURNS

The Consumer Contracts Regulations gives you a cancellation grace period that starts the moment you place your order and ends 14 days from the day that you receive your goods.

You then have a further 14 days from the date of notifying JSF that you would like to cancel your order to return the goods. You therefore have up to 28 days after delivery to return your goods.

All returned items must be in new and unused condition. We are unable to accept any material which has been painted, treated, or cut by the customer unless agreed otherwise by JSF.

After receiving your return and inspecting the condition of your item, we will process your return or issue an exchange if requested. JSF have 14 days from the date of receiving your return to issue a refund.

 

CAN I CHANGE MY MIND AND RETURN THE GOODS I’VE ORDERED?

Yes, with some exceptions (please see below).

As mentioned above, if you have changed your mind, the Consumer Contracts Regulations gives you a cancellation period which starts the moment you place your order and ends 14 days from the day that you receive your goods. You then have a further 14 days from the date of notifying JSF that you would like to cancel your order to return the goods.

Bespoke orders: we are unable to cancel any bespoke/made to measure orders once they have been ordered with the supplier.

If your order has been sent via FedEx, you will be required to accept delivery before the order can be resent back to JSF. You will be required to arrange delivery back to James Smith Fencing unless JSF agree to arrange onward shipping. We strongly advise using a tracked shipping method as we are unable to process your return if the goods are lost in transit.

If your order has been sent via JSF lorries we will rearrange your items to be collected unless you are able to return the goods yourself to Lynnbank. If possible, please leave the material where the driver dropped them off for when they go to collect the material.

If the order has been sent via pallet (delivered by a haulage company) we will arrange for collection to be sent back to JSF. Please note that it is your responsibility as the customer to ensure the order is safely repalletized and that it can be loaded back on to the lorry. The haulage company has the right to refuse any pallets which are not deemed safe for onward shipping.

Items which are sent direct from supplier, you will be required to organise shipping back to the supplier unless stated otherwise by JSF. You will not receive a refund from James Smith Fencing until the supplier has processed the refund.

Your payment will be refunded in full, excluding basic shipping once goods have been returned to JSF, this includes shipping charges back to JSF if organised by ourselves. You may be charged a restocking charge, either by JSF or the supplier – this will be advised before the goods are returned.  

 

 

I HAVE RECEIVED THE WRONG GOODS – WHAT SHOULD I DO

We do our very best to ensure not to make any mistakes, but if things do go wrong, please let us know straight away so that we can plan as soon as possible for the material to be returned to us, we will send a replacement as quickly as possible.

If you have received the wrong product, please email us at [email protected] we would be grateful if you could please send images of the product.

If you have chosen delivery by James Smith Fencing, we will aim to drop off the correct material when we collect the incorrect products.

If you have chosen shipping with FedEx, we will send the correct product once we have received the return, in this case JSF will pay for carriage to be sent back.

If you have chosen pallet delivery with a haulage company, we will send the correct product and arrange for the haulage company to uplift the wrong material. We ask that the material being sent back is safely repalletized for onward shipping.

 

 

MY GOODS HAVE ARRIVED DAMAGED / FAULTY – WHAT SHOULD I DO? 

Your consumer rights for returning goods falls under the Consumer Rights Act 2015. This gives you the statutory right to return a product and be issued a refund if it’s faulty. You have a legal right to a refund if you return your order within 30 days of receiving the product.

If possible, please check your goods carefully when they arrive and inform your JSF driver or contact our office on 01556 330 616 as soon as possible, it is very helpful if you can send us an email to [email protected] with an image of the damaged item. We must be notified of any damages within 30 days of receiving your item.

We will arrange for a replacement to be sent out as soon as possible, the faulty item will be uplifted when the new material is delivered. If we are unable to offer a replacement due to stock levels, we will offer the closest alternative or advise of a lead time for the replacement material.  In some cases, particularly with more made to measure products we may have to contact the supplier for assistance.