Returns and Refunds
Returns & Refunds
Personal Customers
Cancellations
We understand that sometimes an item has to be cancelled for whatever reason. You can cancel your order by emailing us at sales(at)silverapplewood.co.uk within 72hrs of placing your order. We may not be able to cancel your order after this time as the workshop will have started working on it.
Can I Return an Item?
While we hope you are pleased with your order, we accept returns made within 30 calendar days provided that you notify us prior to returning the item at the email address above, that it is in the same, unused, condition as it was when you received it.
Return costs are the responsibility of the buyer, unless otherwise agreed. After this time, we are only able to offer an exchange to an equal or higher value (payment of balance required prior to shipping of exchange).
Original shipping costs cannot be refunded for return requests received over 7 calendar days from receipt of order, or orders outside the UK.
Goods which are personalised to a buyer’s specification cannot be returned unless faulty.
Damaged Items
Your order is securely packaged so it does not become damaged during transit, however if you do receive a damaged order please get in touch with as soon as possible (within 7 calendar days) with details of the damage. If you have photographs, please forward these with your email. Please do not throw the packaging away as you may be asked to return it or allow the courier to inspect it.
We try to resolve all damage claims as quickly as possible.
Lost Orders
All lost parcel inquiries must be notified to us within 7 calendar days of expected delivery and a denial of receipt form (which will be emailed to you) sent back to us within the 14 calendar days in order for us to process this as a lost item with our couriers. If the form is not sent back to us, we will be unable to proceed with any refund or replacement and the order will be deemed delivered.
Undeliverable Orders
If your order is returned as undelivered or refused at point of delivery, we will not resend to this address and your order will be refunded and cancelled. A return shipping charge of £15.00 will be retained to cover return shipping costs charged to us by the courier.
Commercial Customers (B2B)
You will be deemed a commercial customer if your email and/or billing address are linked to a business.
Cancellations
We understand that sometimes an item has to be cancelled for whatever reason. Please contact us within 48hrs of placing your order by emailing us at sales(at)silverapplewood.co.uk
Can I Return an Item?
We are unable to accept returns from commercial customers. We are happy to offer an exchange but all shipping costs and any additional costs (such as difference in price between original order and new) are to be borne by the buyer.
You may return a faulty item within 7 calendar days for an exchange of the same product. Please email us at sales (at) SilverAppleWood.co.uk as soon as you are aware of the fault.
Damaged Items
Your order is securely packaged so it does not become damaged during transit, however if you do receive a damaged order please get in touch with as soon as possible (within 7 calendar days) with details of the damage. If you have photographs, please forward these with your email. Please do not throw the packaging away as you may be asked to return it or allow the courier to inspect it.
We try to resolve all damage claims as quickly as possible.
Lost Orders
All lost parcel inquiries must be notified to us within 7 calendar days of expected delivery and a denial of receipt form (which will be emailed to you) sent back to us within the 14 calendar days in order for us to process this as a lost item with our couriers. If the form is not sent back to us, we will be unable to proceed with any refund or replacement and the order will be deemed delivered.
Undeliverable Orders
If your order is returned as undelivered or refused at point of delivery, we will not resend to this address and your order will be refunded, less an 20% restocking fee and cancelled. A return shipping charge of £15.00 will also be retained to cover return shipping costs charged to us by the courier.
Please see our full terms and conditions at https://www.silverapplewood.co.uk/pages/terms-and-conditions
