The following policy applies only to orders placed via the Jones & Tomlin website or via telephone orders placed with the online sales team on 01903 228911.
Damaged, Incomplete or Defective Goods:
Every effort will be made by ourselves to ensure that the goods you have ordered arrive undamaged, complete and without any defects.
Please be aware that if you accept delivery and sign for any goods that are clearly damaged, you may not be able to return the item or claim for any damage/loss. By signing for the goods, you are thereby accepting them as "received in good order", please clearly write on any delivery notes (or refuse the delivery) that the items were damaged, and report this immediately to us via email.
All items / products to be returned should preferably be in their original packaging (bed linen must be in its original packaging and returned in perfect condiition - unused) - complete with all accessories and documentation - if you cannot re-package the items then we can supply packaging to you for a small charge. This will then become your responsibility to return the goods to our warehouse or distribution point.
If your items are faulty on arrival, i.e. the packaging is intact but the product does not work or the damage is not visible until the item(s) have been unpacked, you have a maximum of 14 working days in which to inform us of the fault. This should be done via email or in writing. Please note that if any defects or faults are not reported within this time limit then this may jeopardise your rights to cancel for a full refund.
In the unlikely event of an item not arriving in perfect condition we may offer you an exchange of faulty part or product (delivery charges will not apply for replacements) or collection with a full refund via your original payment method within 30 days of reporting the fault.
We check returned items, and if a returned item is found not to be faulty by our warehouse team, we will either return the item to you or deduct the delivery and collection costs from your refund.
If you are not willing to pay our delivery / collection charges (which will differ depending on products purchased and your location), you may return the goods to us yourself personally (or via a delivery service), however the goods will remain your responsibility until they reach us - please contact us for further information.
Items Faulty Within Warranty Period:
If any of your purchases develop a fault, and it's more than 14 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair or replacement (This may depend on the individual manufacturers procedures).
To action this we ask that you email or write to us, detailing the full nature of the problem and with photographic evidence of the defect if possible.
If you need to return an item:
Please email us for more information on returning items.
If you change your mind:
If for any reason you change your mind or are unhappy with the products you have purchased from our online store, you have the right to cancel orders on products by notifying us before delivery (in either writting or email), or within 14 working days of receiving the goods.
This excludes any items which have been taken out of their original sealed packaging, and also items which have been specially made to order (i.e. not taken from stock) cannot be returned either.
The cost of collection of bed frames, mattresses, divan beds, adjustable beds, etc is charged at £60.00 (depending on your location).
If you wish to test a mattress, please keep it in the original wrapping until you are completely sure you want to keep it, as an opened and used mattress cannot be returned.
Bed frames cannot be returned once they have been assembled.
For reasons of health and hygiene and due to the intimate nature of beds, mattresses, and all bed linen, these items cannot be returned for any reason other than a manufacturing fault if they have been unsealed and/or used. Please keep all items in their original packaging (sealed) to ensure that the items can be returned.
If you cancel your order after the goods have been delivered and signed for in good order, you must not use the goods, you must take care of them and keep the original manufacturer's packaging where possible and make them available to us when we call to collect them on a date we (or the manufacturer) will agree with you. We will refund to you all the full amount paid by you for the goods in question, excluding the original delivery charge (if any) and excluding the cost of collection nationwide (contact us for charges). Linen orders must be returned to us at your own cost and risk. The refund will be in the same form of payment originally used for the purchase provided the goods are returned or collected and received in the condition that they were delivered to you within 30 days. The refund will be typically be processed within 5 days of the goods arriving back at our warehouse.
If the product returned is not in fully re-saleable condition or the original manufacturer's packaging is damaged, we reserve the right to refuse you a refund on the item(s). This does not affect your statutory rights.
Thank you for getting in touch