Important Notice - When purchasing Wholesale packs of any items on our website our Retail Returns Policy is replaced with our Wholesale Returns Policy for B2B customers.
Retail Returns Policy
You are entitled to cancel your order if you notify us in writing within 7 days of receiving the order. We will refund the cost of the order and the original delivery charge. If the goods have already been dispatched, you must return them to us at your own cost.
You can return products (except for those marked as 'Wholesale') for a full refund if you return the item(s) to us within 7 days of receipt. We will refund the original delivery charge paid, provided you return the full order, however the cost of returning the item(s) is at your expense.
Returned products must be in their original unopened packaging, with instructions and all parts included, in a fully resaleable condition. Items must not have been used or assembled in any way. Stephen Arnold Ltd reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
Please include a copy of your invoice/delivery note in the parcel you are returning; without it, we may not be able to process your refund.
Your refund will be processed within 5-7 working days from the date the goods are received into our office.
The parcel and its contents are your responsibility until they are received at our office - therefore we recommend you use a registered postal service and retain proof of postage. Stephen Arnold Ltd is not responsible for returned goods being lost or damaged in transit. Please ensure the product is packaged in good enough quality transport packaging to avoid any damage during transport back to our office, so that the product arrives at our office in a resaleable condition.
How do I return an item?
If something is not right and you would like to return a product, please follow the steps below within 7 days of receipt:
> Please complete the Returns Reason Form found within your delivery, indicating the item you are returning and your reason for return. Please ensure you include this slip within the parcel - without it, we may not be able to process your return.
> Use the original packaging to repack your returns, ensuring that the product is packed well enough to avoid any damage during transport back to our office. The product must arrive at our office in a resaleable condition.
> Mark the packing with our address for returns is: Stephen Arnold Ltd (Returns), 1 Bedford Mews, East Finchley, London, N2 9DF, UK.
> Reseal the parcel and take it to the Post Office or other method of return within 7 days of receipt.
> We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID. Stephen Arnold Ltd will not be held liable for items which go missing.
We will make a refund to the method of payment you used to purchase your goods. This should appear on your account in 5-7 days from receipt of the goods.
If your item was faulty or damaged on arrival please contact our Stephen Arnold Ltd team within 48 hours of receipt.
I have received a faulty or damaged item.
We want all our customers to receive goods of the highest quality so if your product is faulty or damaged on arrival, please contact us with details of the issue within 48 hours of receipt. You will need to arrange the return of the goods back to our office (we strongly suggest you get 'proof of postage'). Once we receive the return we shall endevour to organise a refund for you along with the cost of postage back to us.
I have received an incorrect item
Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have received an incorrect item in your order, please contact our team. Wherever possible, we will endeavour to organise a replacement item for you, however this cannot be guaranteed.
When will I receive my refund?
We will process your return within 5-7 days of receipt. The refund will take 5-7 working days to appear on your card.
The following items cannot be returned for a refund/exchange, unless faulty:
Cosmetics/fragrance once the original packaging has been opened
Underwear, hosiery or swimwear without hygiene strips
Items that have been personalised for you, such as transfers or gifts
Made to measure products such as furniture and fabric cut by length