LENLEYS HOME WILL ALWAYS AIM TO PROVIDE EXCELLENT CUSTOMER SATISFACTION
We have a dedicated after sales team who are ready to assist you should the need arise. Our experienced team’s ambition is to resolve any issues with as little fuss as possible. We are a family owned business, supplying quality home products and we realise returning customers are an important part of our continued success.
If you do need to get in touch you can either contact the store and department you originally purchased from, alternatively you can email us on [email protected].
Our aim is to respond as quickly as possible, and certainly within 2 working days. If you are able to include photographs in your email they are an excellent way to help show us you concerns and expedite a resolution.
your guarantee
All goods purchased are covered by your Statuary rights under the Consumer Act October 2015 we trade with a full understanding of the Consumer Act and as such will offer solutions to any problems reported on the basis of the regulation.
Up to and including 30 days:
You are entitled to reject the goods that you have ordered and received with a full refund subject to meeting the criteria that the goods are not as described, defective or not fit for purpose. We will work with you to find a solution, whether it be replacement or repair.
Up to and including 6 months:
As a retailer we have one opportunity to fix the issue at hand, this may be by way of repair of replacement in full or part. If this solution does not fix the initial problem, you are entitled to a full refund or an agreed sum to keep the goods as they are. Should there be an alternative repair that you believe would resolve the outstanding issue then this could be explored and reviewed.
Up to 6 years:
From 6 months and up to 6 years the solution for any problem will be dependant on the problem reported, the issue and proof of any such issue falls to the consumer to prove that the goods are faulty. We will work with you to help establish any such fault. We may well discuss with our supplier and either initially send our own experienced technician or subsequently a third-party inspector to carry out an independent inspection and supply a full report with conclusions. We may ask you to send pictures of a fault prior to further investigations. The guarantee covers domestic use only within our usual delivery boundaries (mainland UK).
Even if your reported issue is not covered by the guarantee we will try and offer a solution although this could be chargeable to yourself, we do not profit from any such costs.
Depending on the original age of the goods and when they were delivered regardless of the type of fault there could be a contribution to the repair, replacement or refund by the consumer. For example if the goods were already 4 years old from the date the fault was reported then our liability may only bare one third of the cost of the repair, replacement or refund. This is very much dependant on the initial problem reported.
excluded from your guarantee
- General wear and tear, dressing issues or failure to carry out proper care procedures in accordance with the manufacturer’s instructions. Please refer to our Furniture Care and Buying Guide.
- Leather and fabric seats stretching and showing signs of use, including puddling.
- Accidental or deliberate damage.
- Failed fabric or leather due to exposure to body oils/fluids or any cosmetic products.
- Natural colour fading, for example prolonged exposure to direct sunlight.
- Dye transfer onto the furniture.
- Natural cushion interior settlement and/or flattening.
- Staining, soiling or misuse.
- Component parts.
goods ordered incorrectly
In the unlikely event that your goods arrive and are incorrect we will of course check to ascertain the quickest solution to resolve the issue, your statuary rights will not be affected. Please make sure that you check your order confirmation when received and contact us immediately should you feel that the order is not accurate in anyway, Lenleys are not liable for incorrectly received goods if they are as described on the original order confirmation.
Please refer to your copy of the original document when purchased. Goods that are not required either because they have been ordered incorrectly by the customer or surplus to requirements will incur a minimum 25% re-stocking fee.
manufacturer-supplied warranties
All additional supplied Manufacture warranties and Guarantees are subject to their own terms and conditions as outlined by the specific Manufacture, Lenleys Home is not responsible for any costs under such conditions and additional charges maybe incurred by the consumer dependant on the type of product and claim. Regardless of any conditions from Manufacture supplied Warranties or Guarantees your Statutory Rights will not be affected.
