Returns, Refund & Cancellation Policy | Forward Builders

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Returns policy

We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by e-mail – see our Contact page.

Unwanted Goods

Please return goods unused and in original packaging in perfect condition for resale within 14 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods. On the basis of being unused, in original packaging and in perfect condition.

Please note that you are responsible for packaging and shipping costs when returning unwanted goods.

Faulty Goods

If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge.

Changing an Order

If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together. If your order has already been dispatched we cannot add anymore items and you will be required to place an additional order, which may incur further haulage charges.

Will Any Return Costs be Refunded?

If you return something because of an error on our part or because it’s damaged or defective, we will refund any charges incurred in returning the item to us. Proof of postage must be obtained and only credited once we are in possession of the goods.

We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

My Payment Card Has Changed/Expired. How will I Receive my Refund?

We process all refunds to the original card used when you placed your order.

When Will I Receive My Refund?

We action all refunds the same day we receive the goods back and it can take up to 3 working days for the refund to show on your account.

Cancellation Rights in Respect of Goods

A consumer has the following cancellation rights:

The right to cancel an order for goods made at a distance starts the moment the consumer makes the order and ends 14 days from the day they receive the goods. If the consumer’s order consists of multiple goods, the 14-day period runs when the consumer receives the last item in the batch.

A Consumer’s Right to a Refund of the Price Paid

A consumer should receive a refund within 14 days of either the trader getting the goods back, or the consumer providing evidence of having returned the goods (For example, a proof of postage receipt from the post office), whichever is the sooner. A deduction can be made by the trader if the value of the goods has been reduced as a result of the consumer handling the goods more than was necessary.

A Consumer’s Right to a Refund of the Cost of Delivery

In addition to the price paid, the trader must refund the basic delivery cost of sending the goods to the consumer you in the first place. This means that if a consumer elected to pay for an enhanced delivery service (e.g. guaranteed next day delivery), the trader only has to refund the basic cost.

The CRA 2015

Since 1 October 2015, when the Act came into force, a consumer’s legal rights include:

  • Right to get what you pay for – all information about the main characteristics of the goods (including statements made in advertising or on labels) to form part of the contract.
  • Right to have product faults put right free of charge, or to be provided with a refund or replacement. Clearer tiered remedies in the event that a consumer’s rights are breached, including a mandatory 30-day period in which to reject faulty goods. Traders limited to one opportunity to repair/replace faulty goods (if possible), following which the consumer can demand a discount or return the goods and demand a refund.
  • Under the CRA 2015, a trader must deliver ordered goods to the consumer within 30 days unless a longer period has been agreed.
  • If delivery is later than agreed and it was essential to the consumer that the item was delivered on time, then the consumer may have the right to cancel the contract and get a full refund.
  • If the delivery isn’t time essential but another reasonable delivery time cannot be agreed, then the consumer may also be entitled to cancel the contract and seek a full refund.
  • The trader is responsible for the condition of the goods until the goods are received by the consumer. In practice, this means that the trader is liable for the servicesprovided by the couriers it employs.

Transparency and Prominence Requirements

A significant change in the CRA 2015 relates to ‘relevant terms’. ‘Relevant terms’ are terms specifying the main subject matter of the contract or setting the price. These terms are not subject to the ‘fairness’ test provided that they are both:

  • Transparent: in plain and intelligible language and, if in writing, legible;
  • Prominent: brought to the consumer’s attention in such a way that the average consumer (who is well informed, observant and circumspect) would be aware of the term.
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