Ovoms Returns & Cancellation Policy
We kindly request that you thoroughly inspect all items for damage or missing parts before signing the delivery confirmation. Our dispatch team takes meticulous care in packaging every order, but once the items leave our facility, we have no control over handling by the courier.
• If Damage is Present: We strongly recommend that you refuse delivery of the damaged goods. This helps us immediately start the claims process.
• Arranging a Replacement: If you refuse delivery due to damage, please notify Ovoms immediately so we can arrange a replacement for you. Refusal of delivery by the courier will not automatically generate a replacement order.
Returns Policy
Acceptable Items for Return
Please note our policy differentiates between custom-made goods and standard stock items:
• Bespoke & Custom Items (e.g., Staircases, custom treads): Products made specifically to your measurements and specifications cannot be returned for a refund or exchange. We urge you to double-check all measurements and designs before final confirmation.
• Standard Stock Items: Items held as standard stock are returnable within the specified period.
Refund Conditions
Refunds issued for standard stock items will be made dependent on the condition of the goods once received back at our facility.
• The value of the refund will be dependent on the product being in the same, resalable condition as when purchased.
• If any goods are found to be damaged upon inspection, we reserve the right to reduce the refund amount provided, up to the full value of the goods, to cover repair or loss.
How to Return an Item
1. Notification Period: You have 14 days after the day of delivery in which to notify us of your intention to return standard stock goods.
2. Contact Us: Please call our team immediately, and follow up with a formal notification by email to sales@ovoms.com stating your intention to return.
3. Returns Authorization (RA) Form: Upon receiving your notification, you will be issued a Returns Authorisation Form. We require you to print this form and securely attach it to all packaged items to ensure we can easily identify and process your return promptly upon receipt.
Return Arrangements and Costs
• Client Responsibility: Arrangements and costs for the return of goods to our registered office will need to be met by the Client.
• Ovoms Collection Service: Should you wish for Ovoms to arrange collection of the goods on your behalf, there will be a minimum charge of £60.00 (to cover logistics and administration).
• Refund Issuance: Refunds will be issued for any returned parts once they have been inspected and confirmed to be in good, resalable condition.
Cancellation Policy
Bespoke Item Cancellation
• Staircase orders and other fully bespoke items will incur cancellation charges if the manufacturing process has already commenced, as these items are specifically tailored and cannot be resold. The charge will reflect the material cost and labour expended up to the point of cancellation notification.
Standard Stock Item Cancellation • Cancellation of standard stock items requires a minimum of 48 hours' notice prior to the scheduled delivery date. • Notification: Notification via phone, email (sales@ovoms.com), or in person will be accepted, subject to confirmation in writing.
• Administrative Charge: We reserve the right to levy a £60.00 administrative charge to cover any subsequent processing or logistical expenses incurred for late cancellations.
