We aim to offer a no hassle returns policy however our cancellation and return policy varies slightly between our many varied product ranges as set out below:
These general terms and conditions apply to all purchases from Nigel Sargent website, Telephone sales and in person unless specifically expressed in the product specific return as laid out below
If you wish to cancel your order please e-mail your details and order reference to customerservices@nigelsargent.co.uk. Any order cancellation must be confirmed by email prior to despatch and once despatched the returns policy is as set out below in for the various product categories.
So as to comply with the UK Consumer Contracts Regulations, all orders have a ‘14 Day Cooling Off Period’. The cardholder is liable for all return shipping costs under this right, please contact our team for advice if you wish to exercise this right.
Unless confirmed in writing from Nigel Sargent, all orders must be paid for before delivery. In the event of a custom made item being ordered, this must be paid for in full prior to delivery. Samples may be requested and will be provided at the discretion of Nigel Sargent. Any shortage of payment will result in the products not being dispatched and Nigel Sargent reserves the right to charge associated costs incurred in time, carriage (including aborted deliveries), and for the custom made product ordered.
In addition, all returned / exchanged products including the boxes, (Unless Platinum Delivery was purchased) must be in their ORIGINAL CONDITION i.e. NOT WORN, ALTERED or WASHED, and they must be in their ORIGINAL PACKAGING. N.B. – DO NOT TAPE UP, OR WRITE ON BOXES. Any damage to goods / boxes, or sign of use may result in a reduced refund to the customer. Goods must also be suitably packaged. Customers are advised to obtain and complete a ‘certificate of postage’ form stamped by the Royal Mail before returning item. Responsibility of the goods remains that of the customer until safely received by Nigel Sargent and Nigel Sargent accepts no liability for goods lost or damaged in transit back to our warehouse.
Should an item arrive damaged, the customer must inform Nigel Sargent in writing within 1 working day of receipt. Nigel Sargent will then advise if the customer if they are to return the goods for exchange (in which case we will advise the most efficient transit method for return and the appropriate cost we will reimburse) or if we are to arrange an exchange via our courier Or transports team. All damages / defects must be reported within 1 working day from the date of delivery.
CANCELLATIONS AND RETURN
If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following the receipt of your order. By law, Nigel Sargent will process your refund as soon as possible and within 30 days at the latest in accordance with your legal rights.
If you wish to cancel a product you have ordered from us, please be aware of the following scenarios and the terms that apply:
I want to cancel the order prior to dispatch: by law you are permitted to cancel your order prior to dispatch but please contact Nigel Sargent as soon as possible so that we can minimize the overheads and inconvenience of any costs incurred. This should be by telephone and confirmed with an email.
I want to cancel a custom-made order: Unfortunately, by nature of the product being made to your specified requirements and tastes, we cannot offer refunds on these items.
I want to return damaged or incorrectly supplied products: If the products you receive are damaged or incorrectly supplied on delivery, you should notify Nigel Sargent within 24 hours so that we can organise collection and send out to you replacement without charge to you. We do not make exceptions for instances when the goods have not been opened and/or checked by the customer within the allocated time.
I have changed my mind on products I’ve received: If you wish to cancel products that are not damaged or incorrectly supplied, then you must inform us within seven working days following the date of receipt in accordance with the Distance Selling Regulations., You should be advised that Nigel Sargent cannot accept responsibility or cost for the organisation, collection and return of products. You are required to take reasonable care of the products and not use them while you organise return delivery. See Customer organised returns.
CUSTOMER ORGANISED RETURNS
If you have changed your mind and wish to return any products to us, please be advised that you have a statutory duty to take reasonable care of the products that you are returning. We reserve the right to bring action against you in the event you breach this statutory duty. This will be reviewed on a case by case basis but examples include:
Returned products are damaged in transit: If products on return are lost or damaged in transit, we reserve the right to seek direct costs from you.
Returned products are not suitable for resale: On receipt of the returned goods, Nigel Sargent will inspect and assess the suitability of products for re-sale and reserves the right to seek payment for the direct cost should you have been negligent in your duty to care.
Please note, Nigel Sargent will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service and with appropriate insurance.
PRODUCT SPECIFIC RETURN INFORMATION
Furniture
Any returns of furniture due to defects or damages must be notified within 24 hours following from delivery. The damaged items will be replaced within a reasonable period of time and at no cost to the customer. We will require photographic evidence of the damage / defect before any replacement / collection can be instigated.
A customer can exercise their right to return the product under the 14 day return procedure Nigel Sargent will provide an address for the goods to be returned to, but the customer needs to arrange their own transport for the goods. Typically with furniture the return cost could be £60-£120, but this is a guide only and will vary depending on the nature and location of the goods. Upon receipt, the goods will checked and if not damaged, a full refund will be processed. Should there be any damage to the returned goods, Nigel Sargent will contact the customer and provide images to confirm the damage and provide an indication of the repair cost before processing a partial refund. Nigel Sargent may be able to arrange collection of the goods, the cost of which will be debited from the original amount paid prior to any refund and will be quoted at cost including VAT.
