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Delivery & Returns

Returns

We want every item you purchase from us to match your expectations. In fact, we are so confident about our products, our prices and our customer service that we apply our unique  On1Shelf.com Customer Satisfaction Guarantee. To every order, this means that if you are not completely satisfied with your order - for whatever reason - you can return it to us. 

Please note that this returns policy does not affect your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (''Consumer Regulations'') which explained below. 

Our Returns Policy - Goods

This returns policy does not apply to services (installations, etc.) but please see our Installation Terms and Conditions and the cancellation information about the Consumer Regulations.

We merely ask that you follow these guidelines to help us process your return as quickly and efficiently as possible:

1. Please keep your order reference to hand. That confirms your original order and gives us the necessary details to authorise the product to return.

2. Contact our Customer Services Team on 028 3027 8150 (or e-mail sales@on1shelf.com). We will then send you a Return Authorisations Sheet which needs to be attached to the item(s) to return. 

3. Agree a convenient time for your item(s) to be picked up by one of our couriers.

4. (If the order has unpacked) re-package it to ensure that it returned in its original condition. 

5. Obtain a ''Proof of Return'' Receipt from the Courier.

That's it! We can take it from there.

Our Returns policy is quite straightforward, but there are some conditions that we ask our customers to comply with before applying: 

1. It is your responsibility to request a return. If you don?t tell us you want to make a return, we don?t know. Once you do tell us, we will do everything we can to action it.

2. If you have not requested a return within 30 days of receiving an order, we will have assumed that you intend to keep it and we will not authorise a return. 

3. We always refund the payment according to how the original purchase was made and aim to do so within 72hrs of the return being received by us. 

4. Returned goods are liable for a 20% handling and repackaging charge if the order not returned in its original, unopened packaging. This fee will be subject to our inspection of the returned goods.

5. Delivery surcharges (Next Day or Saturday delivery for example) will not refund unless the delivered goods are faulty. 

6. Replacement products despatched after On1Shelf has received the returned goods.

7. Items that develop a fault within six months of delivery are eligible for a replacement or a refund. Delivery costs also reimbursed for faulty items. Please contact our Customer Services Team on 028 3027 8150 if you believe your item has developed a fault.

8. Custom-designed/made to order products excluded from our Returns policy. Such products can only return by your legal rights.

Finally, please remember that notifying us of your intention to apply for a return, saving the delivery paperwork and keeping the order in its original packaging will help both you On1Shelf? To process the return quickly.

If you have any questions about our Returns policy, please telephone us on 028 3027 8150 or email us at sales@on1shelf.com

Right To Cancel Under The Consumer Regulations

We explain below how you can exercise your right under the Consumer Regulations to cancel your contract with us but please also bear in mind that in many cases our own returns policy may be more applicable or more suitable for your requirements. 

You have a right to cancel a contract with us for goods or services within 14 days without giving any reason.

Where you have purchased goods, the cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and dictated by you obtain, physical possession of the goods. 

Where you have purchased services, the cancellation period will expire after 14 days from the formation of the contract; this will be the day that we send our confirmation email.

To exercise the right to cancel, you must inform us, On1Shelf.com  Unit12, Cowan's Business Park, Camlough, BT35 7JJ, email: sales@on1shelf.com or telephone: 028 3027 8150 of your decision to cancel this contract by an unequivocal statement (e.g. a letter sent by post, fax or email). You may use the cancellation form attached, but it is not compulsory. 

To meet the cancellation deadline is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 

Effects Of Cancellation - Goods

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for supplementary costs arising if you choose a type of transportation other than the least expensive type of standard delivery offered by us). 

We may make a deduction from the reimbursement for loss in value of any goods supplied if the damage is the result of unnecessary handling by you.

Will we make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier), 14 days after the day you provide evidence that you have returned the products. If there no goods supplied 14 days after the day on which we informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless we have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold payment until we have received the goods back or you have supplied evidence of having sent back the products, whichever is the earliest.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline met if you send back the goods before the period of 14 days expires. 

You will have to bear the direct cost of returning the goods. 

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the products.

If you requested to begin the performance of services during the cancellation period, you should pay us an amount which is in proportion to what has performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the agreement. 

Where You Do Not Have a Right to Cancel

Where goods have personalised to your requirements, then you will not be entitled to cancel the contract under the Consumer Regulations unless the products are defective. 

Effect of Cancellation? Services

If you supply notice of cancellation to us during the cancellation period and the services have not commenced, then we will refund the price paid for such services to you. 

If you have requested that we begin performance of services during the cancellation period of 14 days, you agree to pay us a proportionate amount for the services which we have supplied up to receipt of your notice of cancellation. If the services had completed before you provided notice of cancellation, then you will remain liable for the full cost of the services supplied. 

Cancellation Form

You can use the following form to exercise your right to cancel:

To: On1Shelf.com Unit12, Cowan's Business Park, Camlough, BT35 7JJ email: sales@on1shelf.com, telephone:  028 3027 8150

 

I/We at this moment give notice that I/We cancel my/our contract of sale of the following goods/ for the supply of the next service,

Ordered on [     ]/ received on [   ]: ..................................................................................

Name of consumer(s):  ....................................................................................................

Address of consumer(s),: .................................................................................................

.....................................................................................................................................

Signed (you are only required to sign if returning by post): 

 

[                    ]:.............................................................................................................

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