Returns


Returns

Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. If you have a discount card or coupon, enter the code in the checkout to receive the discount, this saving will appear on the receipt.
This will show the current number of items in the shopping basket and their total cost.
We accept Visa, Mastercard, Maestro and Switch. Sorry but we do not accept Laser or American Express cards.

IMPORTANT:
You MUST check your order upon recepit of delivery to ensure all items ordered have been received in correct colours, quantities and condition. We will only accept errors in picking within seven days of receipt of the goods. For this reason it is imperative that all orders are checked when they arrive, as mistakes cannot be rectified after 7 days of receipt of goods. Also claims for goods damaged in transit must be brought to our attention within 7 days of receipt of them. We will not consider claims for damaged goods not reported within this time.

Samuel Johnston Ltd offers a seven day, no quibble, guarantee. You may return your goods at any time within seven days of receiving them for a full refund, providing a letter stating the reason has been attached to the outside of the box on return. This is in accordance with the Long Distance Sale of Goods and Services Act.
Unless specified otherwise all products will be supplied with a full manufacturers warranty (usually this is six months but may vary depending on the particular product / manufacturer).

Returning Faulty/Damaged Items:
If a product deveolps a problem within its warranty period we can repair or replace it (at the discretion of our service department) see information on product returns (Returns Policy).
If an item displays a fault we can uplift this item using our own courier or you can post it back to us yourself.
Initially all carriage costs will be chargeable to the customer untill the nature of the problem is determined upon inspection by the Service Manager. You must provide a proof of purchase with all items returning for inspection / repair / replacement. This can be either a copy or original of the paper invoice sent to you witht the goods, a printout of the original payment taken e-mail as sent automatically by our system or credit card statement but must have the original order number visible so we can validate that the items were purchased from us.

Once returned to either our own premises or the manufacturer/distributor of the brand the items will immediately be inspected by the Service Manager. Both Samuel Johnston ltd and our customer agree to abide by the ruling of the Service Manager in respect to whether the fault/damage has been caused by manufacturing defect or customer damage/misuse.
If the item is deemed to be a manufacturing fault then the item(s) will be repaired or replaced at the discretion of the Service Manager. In this instance all shipping or postage costs, incurred in the repair process, will be refunded. In this instance the customer will not be notified and the repaired/replaced items will be immediately dispatched back to them with all haste.
If the item(s) problem(s) is/are deemed to be due to customer misuse or damage (either willful, accidental, due to carelessness or through improper care and maintenance) then the postage costs incurred will not be refunded and the customer will be fully responsible for them. The carriage charges are £15 per box incoming to us and £10 per box returning to customer, unless the customer has sent the items back to us at their own expense (not using our returns labels, which will be chargeable at the above rate) in which case only the outbound (returning to customer) carriage charges will be charged. In this instance the cost of the items to be repaired or replaced will also be chargable to the customer. The customer may request that the goods are returned without repair or replacement and in this instance only the carriage charges incurred by ourselves will be charged to the customer.

We strongly recommend that any items being returned are sent recorded delivery, so that a signature is obtained and as a result we have a proof that the item was indeed received into our possession. Proof of posting does not constitute proof of delivery, and we cannot credit, exchange or repair items we have not received. As detailed above the cost of recorded deliver for obtaining a signature will be refunded if the item exhibits a manufacturing fault or was delivered in error.
CUSTOMERS ARE ADVISED NOT TO SEND GOODS BACK THROUGH SPECIAL DELIVERY OR OTHER EXPENSIVE PREMIUM POSTAL SERVICE AS WE WILL NOT REFUND THIS COST.

All customers returning goods for repair inside or outside warranty will be required to pay the carraige and labour charges in advance of work being carried out.  If work is covered by the manufacturers warranty then these charges will be refunded in full.

Our Returns Policy:
You must inform us within seven days of receipt of goods if there is any problem with your order.
You may return any item you have purchased from Samuel Johnstons within seven days of product delivery for a full refund of the cost of the items (deducting the cost of the carriage charges incurred by Samuel Johnston Ltd when sending the goods to you initially and sending an alternative item (if purchased or swapped) in the event that there was no fault with the original item being returned).
For a return to be authorised and accepted you must notify us as soon as possible and return the goods within 14 days of initial delivery.
Goods being returned must be in their original packing, unused and accompanied by the receipt of purchase.

All dimensions, weights, volumes and other measurements provided on site are intended as approximations only.  All of these figures have been supplied to us by the manufacturer of the goods and are subject to slight variances between models.  We regret that minor variances between quoted and actual figures would not constitute reason for return as faulty.  In cases where the variance from the manufacturers quoted figures is very minor you can still return the items for full refund but any shipping costs would be payable by the customer.

Customers will be required to pay any carriage costs incurred in returning non-faulty or non erroneously sent items. 
We regret that we cannot collect items from customers where items are simply not suitable.
In the even that a customer wishes to return an item simply because they do longer wish to keep it, then it is the customers responsibility to return this to us in the same condition it was received, in its original box and with all packaging, instructions and parts included.  Any costs for returning items not required will be entirely at the customer's expense.


If there was a manufacturing fault with your items then upon inspection by our manager / service department (and at their discretion) the return shipping costs will be credited back to you.
The returned goods must have an envelope attached to the outside of the box/package stating the reason for return and the relevant receipt(s). These are all in accordance with the Distance Sale of Goods and Services Act.
Goods will be returned automatically to the sender (Samuel Johnston Ltd) if delivery has been attempted and no one has been present to receive them. In such circumstances Samuel Johnston Ltd will be charged for the return shipping of such items. The customer is to be held solely responsible for the payment charges incurred because they did not make adequete arrangements to be present at the delivery time. We provide tracking and consignment numbers to all shipments sent via courier to enable our customers to make such arrangements. (Please see section on Shipping and handling for further information on receiving goods). Should goods be returned because no customer was present to receive them, repeat delivery can be arranged a the customers expense at out own normal shipping rate. In any case the return postage charges are the responsibility of the customer.