Returns and Refunds Policy
We at Thornsdiy.com aim to provide you with as much information as we can about each product so that you can make an informed purchasing decision. However, to give you additional confidence, we will allow you to return any item if it is not what you require within 28 days of receipt as long as it has not been used and is returned in its original undamaged packaging.
You may, if you wish, cancel your order for any reason within 14 days starting on the day after you receive the goods. To do this you will need to notify us either in writing, email: sales@thornsdiy.com or mail@thornsdiy.com, fax: 01603 622952, specifying the order number of the order to be cancelled.
On cancellation for whatever reason, where you have received the goods you must return the goods to us (together with the original packaging) within 14 days after the day of the cancellation. You must return goods with all their original packaging and in a re-saleable condition. You will lose your right to cancel after the expiry of the 28 day period. (This does not affect your rights if there is any problem with the goods).
The whole of your money will be returned to you within 14 days of such cancellation after the day:
- You notified us to cancel your order, where you have not received the goods;or
- We receive the goods you returned to us, where you are in receipt of the goods;or
- You provide us with a proof of return for the goods, where you have returned the goods but we have not yet received them.
We will refund you using the same means of payment as you used to pay for your order or purchase. For Paypal purchases we will provide you with a refund.
We reserve the right to make a deduction from the amount of the refund for loss in value of the goods returned where the goods show signs of unreasonable use; for these purposes, unreasonable use includes handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. We may withhold any refund until we have received the goods or you have supplied proof of return for the goods
Faulty Goods
Where the goods are being returned because they are faulty or incorrect, we will meet the cost of return delivery but we ask that you allow us to nominate the carrier. Your right to return goods in these circumstances is not limited to the 28 day period.
Without prejudice to your right to cancel order, if you have notified us of a problem with the goods within 28 days of delivery or collection, you have a right to reject the goods and receive a full refund, or alternatively we are happy to provide a replacement.
If an item develops a fault after 28 days following delivery or collection, we may offer a repair or replacement of the item, or offer a price reduction or refund. If the product is to be repaired, and the manufacturer has provided a helpline, repair service or warranty, we may ask you to make contact with the manufacturer direct or we can do this on your behalf. If there is no such service or warranty with the product, in most instances we will either offer a repair or where this is not possible we will replace the item with the same or an equivalent model.
Read our full Terms and Conditions.
Our Contact information:
Telephone no: 01603 622891
Email: sales@thornsdiy.com or mail@thornsdiy.com
Address: 22 Exchange Street, Norwich, NR2 1AT