Austen Group Ltd carefully selects its products and hopes you will be happy with your purchase, however there may be times when you or your customers feel you need to return an item to us.
Our return's policy is simple and the "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e., the item you have ordered is faulty, defective or you've had a change of heart, you can return it direct to us.
Faulty products
We’re rally sorry if you’ve received a faulty or damaged product. Please send us images of the damaged or a video to Internalsales@austengroup.com and we’ll respond within 24 hours to you. We can send out replacements for on a next day delivery as long as we know before 3pm. Please take note that all damages need to be reported within 14 days of delivery. If the item become faulty over time and it is not deemed as wear and tear, we will replace the items/parts free of charge within the products warranty.
Unwanted Item/s
There is no need to worry if you have had a change of heart with your purchase, just simply call our Internal Sales team on 0117 330 6926, or email Internalsales@austengroup.com within 14 days of receipt for a full refund of goods. The costs of returning goods to us shall be borne by you. To make this easier for our customers we do offer a collection Service the cost of this will be worked out for the item you’re returning.
Restocking fee – All returns that are unwanted will have a restocking fee added this is 20% of the order value.
Once you have contacted our Internal Sales team, they will give you a returns number and document. Please make sure the returns document is placed inside the box/ packaging. This is so when the return comes back to us the return department know where this has come from, if this is not done it may cause your return to be delayed.
Please Note:
- Once you have assembled your product, we cannot issue a refund/ Credit.
- You will be responsible for the item/s until they reach us. If you are sending the items back to us not using our collection service for your own protection, we suggest you use a secure despatch method, which requires a signature upon delivery.
- Any goods that we may receive faulty/damaged after being advised they are in a full resalable condition, will be looked into.
- Refunds/ Credits for items returned to us within the 14 days of receipt of your order shall be processed within 10 working days.
These terms do not affect your statutory rights.