Trade Customer Returns Policy
This policy applies if you have received a damaged, incorrect or faulty item.
Undamaged items can only be returned within a 30-day period from the date of delivery, subject to the following criteria:
- Returned items must not exceed our max stock levels.
- A restocking fee will apply (with the exception of samples and exchanged items).
- Bespoke products and items with special finishes cannot be returned.
- Goods must be received in a saleable condition. Damaged items will not be refunded.
- Discontinued items cannot be returned.
Can I exchange my goods?
To be eligible for an exchange you must notify Joseph Giles within five working days of receiving the order. All exchanges must be authorised by Joseph Giles.
My items have not arrived, or have arrived damaged or faulty
If your order has not arrived, or you have received a damaged or faulty item, please notify Joseph Giles immediately. This will be verified and actioned accordingly.
How do I return the items?
Please download and complete our Returns Form. This will need to be printed and posted with your returned item(s).
All products are to be returned in the original packaging wherever possible. Items that are not packaged appropriately and are loose in boxes are easily damaged in transit. Please be advised any items returned in an unsaleable condition will not be refunded. We strongly recommend that items are returned by courier or a trackable method.
If an item arrives damaged, our team will send a photograph of the item to you so that you can pursue with your courier as appropriate.
Where do I return the items?
Joseph Giles, 7 Imperial Way, Croydon, Surrey CR0 4RR
I have followed the returns process, when will I receive my refund?
Please allow up to 14 days to receive your refund. If you are an account customer, a credit note will be issued to you. If you have paid by Credit card, Debit card or bank transfer, your payment will be refunded to you using the same method of payment.
If you are acting as a consumer, please refer to our Consumer Terms and Conditions of Sale for more information on your rights.