Returning Faulty & Unwanted Goods
We endeavour to make shopping with us as pleasurable and easy as possible, however, we know you may occasionally need to return items. Different types of returns are handled in different ways, so please read carefully the information below.
Our returns policy is compliant with Distance Selling Regulations.
1. Cancelling orders & returning unwanted items
If you wish to exercise your right to cancel the order we must be notified in writing via email, fax or letter within 14 days of receipt of goods. Unfortunately, we cannot accept return requests made outside of this period.
Apart from the exceptions shown below, standard stock products may be cancelled at no extra charge. If the item has already been dispatched, it will be refunded in full once the goods have been safely returned in good condition.
Upon cancellation, you must arrange to return the goods to the supplied address at your expense. We cannot use our courier to collect goods and you must ensure that you have adequate packaging and insurance. In the event that goods are returned damaged because of an inadequate package, we reserve the right to charge you for the damage caused.
Unwanted goods must be returned to the address supplied by us within 30 days of their receipt.
If you fail to return the goods we may charge you the reasonable cost of collecting the goods from you.
A returns number must be included with the returned items and no returns will be accepted without this number. This will be issued by email, once your return request has been accepted. Items returned to us without a returns note or damaged will be refused.
To notify us of a request to return please email email@example.com and we will raise a returns number and inform you of the next steps.
The following exceptions may not be cancelled under any circumstance as components and goods are ordered/made specifically as a result of your request:
• Bespoke or printed goods
• 'Specials' which have been custom made or sourced specifically to your request
• Whiteboard wall covering products cannot be returned and cancelled unless you are returning an unused full roll.
• Paint products (including Ideapaint, Sketchpaint and Magnetpaint cannot be returned and cancelled if you have opened the product.
In order to speed up your return we request that items are returned in the following condition:
• Goods are unused
• Goods are re-packed securely, preferably in the original packaging
• Goods are returned within 14 working days of delivery
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Cancellation of Installations
Installation bookings can be cancelled at no cost up until three days prior to the booking. After this period, if installation is cancelled you will be charged at full cost.
2. Faulty goods
Whilst we try our best to offer only top quality items, there may be occasions when the item you receive is faulty in some way. Where goods have been delivered faulty and there is no outward sign of damage to the packaging, photographic evidence will need to be provided, of both the product and the packaging. Please email firstname.lastname@example.org to advise us of the problem along with these photographs. If possible please keep all original packaging for the faulty item.
All returns must be accompanied with a returns authorisation (RA) number supplied by us. Once you have contacted us, we will inform you of the next steps, issue the RA number and make the necessary arrangements for collection of the goods.
Please note; if your product is older than 6 months from the delivery date, the item will be returned under the manufacturers return to base warranty, and you will incur the cost of returning the goods.
Where possible we will provide a replacement for you. You will have 30 working days from receiving this replacement in which to cancel your order.
With some technical issues such as suspected installation issues, we may arrange for an engineer to call you to discuss the fault prior to arranging next steps.
3. Items damaged in transit
** PLEASE READ - IMPORTANT INFORMATION **
We ship our products with a signed for courier. On arrival, the driver should wait whilst you check the parcel carefully. Please do this before signing for the delivery. When you sign couriers paperwork you are indicating that the goods have been delivered "in good condition". If there is any indication whatsoever that the package has been damaged (e.g. punctured, torn or ripped box), please refuse the delivery or write "damaged" on the delivery note.
It is your responsibility to examine the package thoroughly. It may seem unfair but we cannot help claim for damage by the courier if you have not signed DAMAGED.
Items sent by carrier are automatically insured. However, in order for this insurance to work, it is necessary for us to register a claim within 48 hours of delivery of goods. This means that we need to know within 24 hours, preferably by email email@example.com, or telephone.
Once you have contacted us we will request the proof of delivery note from the supplier. This can take up to 12 hours depending on the courier's systems. If the delivery note shows that you have signed for the parcel as damaged we will issue a replacement and make arrangements to collect the damaged item.
Your 14 days right to cancel will be effective from the delivery date of the replacement item.
4. Defects & Product Warranties
All products other than consumables are guaranteed against faulty workmanship for a minimum of 12 months from the date of purchase, longer where stated on the website or in the Audio Visual catalogue. Product warranties for walll covering and paint products are subject to correct installation as per manufacturer's instructions. Copy of manufacturers warranties and installation instructions are available on request.
The product warranty offered, unless otherwise stated, is a return to base manufacturer's warranty. If goods do not conform to the stated warranty The Company will, at its option:
• Take such steps as the Company deems necessary to bring goods into a state where they are free from such defects.
• Replace goods not found to conform to the warranty.
• Take back the goods found not to conform to the warranty and refund the appropriate part of the purchase price
• Products, up to 28 days from date of invoice, which are reported as faulty, will be replaced, and The Company will arrange collection.
• Products over 28 days from date of invoice may be returned to base by the customer, for inspection/repair, prior to a replacement product being dispatched.
• Returns will be examined by an engineer and providing the fault is deemed to be a manufacturing fault not user misuse, the fault reported will be repaired under warranty and sent back to you at our cost.
• Should the fault found be due to user misuse the repair may be chargeable.
• Please also note products must have sufficient packaging and be extremely well protected when being transported back to us as we will not cover any damaged due to inadequate packaging.
Before using any of our products, the customer shall determine the suitability of the product for its intended use, and the customer assumes all risks and liability whatsoever in connection herewith. Green Monkey AV Ltd shall not be liable either in tort or in contract for any penalty, loss, injury, damage or expense - direct, incidental or consequential, arising out of the use of, or the inability to use, any delay, or failure in delivery, or performance from any cause at all, nor shall any such delay or failure entitle the Customer to refuse to accept any delivery or performance of or repudiate the Contract.