Returns Policy

Returns & Replacements

1. To date we are very proud to say that no customers have ever requested to return their Sylvantutch product, and our secure courier service means that damages during delivery do not occur. However, in the unlikely event of your furniture being damaged when you receive it we will endeavour to rectify the damage, or if needed craft you a new item at the earliest possible opportunity. You will not be charged for delivery a second time.

2. Your right to cancel

2.1 When you place an order through sylvantutch.co.uk for standard stock products which are not made to your specification you can cancel your order at any time before the goods are delivered to you.

2.2 Following receipt of the goods, you can cancel your order by notifying us (as set out in section 3 below) within Seven (7) days of the date on which the goods were delivered. This means that if you change your mind about the goods or for any other reason you decide you do not want to keep the goods, you can return the goods to us for a refund. If your order comprises more than one item you can cancel and return any of the items individually or in combination.

2.3 Nothing within this Returns Policy or the Terms & Conditions affects your rights under law.

3. How to cancel

3.1 If you wish to cancel an order please contact sylvantutch.co.za by calling 0604156382. Please have your Order Acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return. Alternatively you may give us written notice of your cancellation. This can be done by writing to us at sylvantutch.co.uk, Customer Services Team, Shop No 4 Sysyie Street Garden Route Western Cape. You must include your order number in the written notice, and clearly specify which goods you wish to return.

3.2 Where you cancel your order after the goods have been delivered you agree to return the goods to us by following the procedure set out below.

4. Returning your goods
4.1 To arrange collection of the unwanted goods please contact sylvantutc.co.za by calling 0604156382. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected by a sylvantutch.co.uk representative, see section 7.

4.2 You agree to return the goods in full, in a resalable condition and securely packaged (properly repacked in their original packaging if they were removed from it). You are responsible for all costs of returning the goods.

4.3 If you decide to return goods to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know by speaking to sylvantutch.co.za Customer Services on 0604156382

5. Taking reasonable care of the goods

5.1 You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, if you assemble or part assemble the goods or if you remove the goods from their packaging and fail to properly repack them. If your failure to take reasonable care of the goods means that they cannot be resold as new we reserve the right to apply a charge of 30% of the price you paid for the goods, which you agree we may discount from your refund for the goods. We can only re-sell opened, assembled or used goods in-store at a significantly discounted price and the 30% charge is your agreed contribution to our likely loss on these goods.

5.2 If the goods are damaged whilst in your care (including damage caused in assembling or disassembling the goods), if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for our loss on these goods. Without limitation, this paragraph 12 will apply to mattresses and other goods which are delivered with a protective covering. You should make all reasonable attempts to examine the goods before removing the protective covering, and agree that removing the protective covering will constitute a failure to take reasonable care of the goods.

6. Conditions of Collection

6.1 Collection of the goods will only take place from the delivery address to which they were delivered, and will be subject to the following conditions:

6.1.1 you agree to provide sylvantutch.co.uk with as much detail as possible of relevant features of the delivery address (for instance, in the case of a 2 man truck delivery team collection which floor the items are to be collected from, whether there are any narrow doors etc) in order to help our representative prepare for the collection;

6.1.2 you agree to ensure that there is suitable access to the chosen collection location;

6.1.3 if collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of collection, you agree to pay our reasonable additional collection fees and the costs of re-arranging collection;

6.1.4 if our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods);

6.1.5 you agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (including original packaging) which are included in the price of the goods being returned;

6.1.6 a collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods;

6.1.7 you keep the goods at your own risk until they have been removed by our collection agents from your premises;

6.1.8 if you are not personally available to undertake any of your obligations under this paragraph 7.1, you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own;

7. Your consumer rights

7.1 This Returns Policy does not take away any rights you may have under consumer law.

7.2 This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Protection (Distance Selling) Regulations 2000.

Please note that sizes and colours can vary slightly because of the nature of reclaimed materials and so photos on our website act as a guide only. As we make most items individually to order, your piece may vary slightly to the pictures on the website. We are more than happy to send  you a photograph of your individual product before delivery, upon request.

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