Returns Policy
1.Returns
You are entitled to return your order to us for a refund (excluding shipping costs) under the following conditions:
1.1 That you purchased the goods directly from Gostand Limited. We cannot issue refunds for Gostand products not purchased through Gostand Limited directly.
1.2 All goods are to be returned unused in their original packaging and in a saleable condition. All labels and tags must still be attached. Any goods returned in an unsaleable state will not be processed. This does not affect your right to return faulty goods.
1.3 The goods must be returned within 30 days from the date your order was placed. Notification of a return must be communicated in writing to support@gostand.co.uk. If you fail to notify us of your intent to return an item within 30 days, Gostand Limited are under no liability to process a refund. Once notified we will send you a Goods Return Form. It is the responsibility of the customer to pay for all shipping and costs incurred when returning goods. Should you wish we can arrange collection of the goods. This is the cheaper option. You must be present at the collection address given Mon-Fri 8am-6pm to hand over the goods. If you fail to do so any refund will be deducted the cost of a failed collection. Should you choose to return the goods yourself we would recommend that you return the goods with a delivery service that insures you for the full value of the goods as we cannot take responsibility for any items lost without proof of delivery. We will only refund the value of the goods returned, no shipping costs will be refunded unless previously agreed by a member of our Customer Services team via email. Refunds can only be issued to the card used to purchase the goods and will be refunded within 30 business days of receipt of return.
1.4 If the goods are defective in any way. In this case a replacement will be offered, or a full refund will be given if within 30 days of purchase. In such a case and if we need the goods returned you are obligated to use our return shipment service due to the high costs of many couriers. You must be present at the collection address given Mon-Fri 8am-6pm to hand over the goods. If you fail to do so any refund will be deducted the cost of a failed collection.
1.5 Bespoke items. Bespoke items cannot be returned under any conditions. For clarity bespoke items are classified as following:
1.5.1 Desk-tops. Our standard stock desk-tops are edged but blank and without any features or holes. If a request has been made by the customer to customise the top by adding:
a. Inserts
b. Cable ports
c. Pre-drilling
d. Fitting of power or other sockets
e. Altering the size of the desk-top
f. Special colour or finish or special edge band
or any other feature or adaptation which requires us to pierce or drill into a blank stock desk-top or cause the desk-top to differ from the standard stocked SKU's on our website then the altered desk-top is defined as bespoke for that customer and is not returnable or refundable.
1.5.2 Frames. Our frames are standard sizes and designs. On occasions customers will ask us to reduce the dimensions or alter a frame in some way. If the customer requests that we:
a. Make a permanent change to the frame by cutting, painting, drilling or any other operation physically altering the frame from it's base SKU or:
b. We change the constituents of a base SKU to alter it's function, for example by adding different feet or side arms,
then in such a case the frame is considered bespoke and is not returnable or refundable.
1.5.3 Other items. All our bespoke items originate from a base SKU. If the customer requests we make a change to an item by any operation physically altering that item from it's base SKU then that item becomes bespoke and is not returnable.
Bespoke items are created by by using the customisation pages and or dropdown menus on our site. By using these online tools you implicitly accept responsibility and liability that you have created a bespoke item that is non-refundable and non-returnable.
If a customer has any doubts as to what does and does not classify as a bespoke item they should seek clarification from Gostand Limited in writing by email before purchasing.
Gostand Limited reserves the right to be the arbiter of what does and does not constitute a bespoke item. Our decision is binding and final.
Note bespoke items can be manufactured from the moment of order and there is no grace period given for the cancellation of orders. Once ordered and if made they cannot be cancelled or refunded.
2.Liability
2.1 If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall endeavour to make good the delivery as soon as possible. However we have no liability to you unless you notify us by e-mail of the problem within 7 working days of the receipt of the goods in question.
2.2 If you do not receive goods ordered by you within 30 days of the date on which you ordered them, we shall have no liability to you unless you notify us by e-mail at support@gostand.co.uk of the problem within 7 days of the date on which you ordered the goods.