If you wish to cancel your order
By law customers located in the European Union have the right to withdraw from the purchase of an item within seven days from the day of delivery (The Consumer Protection (Distance Selling) (Amendment) Regulations 2005).
To withdraw from a purchase you must inform our customer service team in writing via email, confirming that you wish to cancel your purchase. Please include your name, the delivery address, your order number, and the product(s) code(s) to allow us to process your return quickly. Once you have sent us your notification by email our customer services team will provide you with a returns number and advise you how to proceed within 48-hours.
When you are cancelling your order within our fourteen days cooling-off period, and there has been no error on your part, we will refund the purchase price of the item within 30 days. Goods must be returned in an unused saleable condition and in the original carton/boxes and returned in adequate packaging to ensure the goods are not damaged in transit.
The costs you incur in returning cancelled items (via post or courier) will not be refunded. We reserve the right to refuse goods returned to us without a returns number. We also reserve the right to charge for repackaging where the original packaging is spoiled with excessive packaging tape, writing or damaged as future customers would not wish to receive goods in such condition. Returning an item without following the above policy may result in you not receiving a refund for the purchase price of the goods.
If your goods are damaged during delivery
We always package goods securely to ensure they get to our customers in pristine condition, however occasionally there are problems. Should the packaging be noticeably damaged in transit please ensure you either:
Refuse acceptance of the goods and they will automatically be returned to us,
Mark the couriers documentation as “damaged”
If you are unsure of the condition of the goods sign the couriers documentation “unchecked”
You must inspect the goods within 48 hours to ensure they have not been damaged in transit. If after opening the packaging you find the goods to be damaged call Qlm Home immediately and speak to a member of staff, or leave a telephone message, if we are closed or cannot take your call quote the following details:
- The item(s) that are damaged, quoting your order number and name,
- Details of the damage
iii. Your preference of either a replacement or a refund of your order value.
You will be contacted by a member of staff from Qlm Home who will provide a returns number and outline the requirements for returning goods damaged during transit. Namely…
– Repackage the goods securely (in the original packaging)
– Return items within fourteen days using Royal Mail Standard Parcel post. For your own protection you may wish to use a recorded delivery service. Return postage costs incurred in returning items (via post or courier) will not be refunded
– We will attempt to replace the goods or refund the order value within seven days. We reserve the right to refuse goods returned to us where the above policy for returning goods damaged during delivery has not been followed. Returning an item without adhering to the above policy may result in you not receiving a refund of your order value.
If your goods are faulty
All goods supplied are guaranteed to be free of defects for a period of one year. Should a fault occur please send your item back to us for inspection. If found to have a manufacturing defect , your goods will be repaired or replaced free of charge. If we are unable to affect a repair or replacement, we will offer you a full refund or upgrade.
Wherever possible we will respond to your individual circumstances, please contact our customer services team on 0113 274 8900 or by firstname.lastname@example.org
Our returns postal address:
Qlm House and Home
Northside Retail Park
Leeds LS7 2TT