Emails or retrievable media is always the best way to communicate when problems arise ,.emails are timestamped so it is company policy to advice the use of email as a default ,
Our terms and conditions are quite clear , along with our returns policy ,
As a customer you have the right to return the goods for whatever reason without prejudice as long as you inform us within 14days of receipt of the goods,
As for faults or damage , we stand by our products and offer immediate replacements where necessary as standard we will need a photo and part number to ensure the correct part is sent out . Again this needs to be requested by email .
However if you refuse the replacement parts you still have the right to return the goods , although this will be carried out under our normal returns policy , which we are obliged to inform you this is a chargeable service.
As our returns policy state , when goods are back in our warehouse and inspected , showing that the product is a Manufacturing fault /damaged , there would be no need to withold any funds from your refund or if you elected to return the goods yourself we will reimburse the cost back to you with a complete refund . we do not charge any restocking fees or services charges.
All our products are available from many online and land based stores including blue chipped company's , so when you say you have a report from a professional furniture inspector saying that the product is not good enough. we feel it a reasonable request to see this report...
Your account is still on hold and we are still anxious to sort out any problems , but must be done via email .