We want you to be totally satisfied with every purchase you make from Naysmith Limited but if you are looking to return an item be it for an exchange or refund, please call or e-mail us first for a returns number within 14 days of receiving your order, quoting your order reference number so we can find your order quickly. We will then email you a returns form and a unique returns number.
Naysmith Limited warrants that the goods are free from defects at the time of despatch.
RETURNING AN ITEM
When returning an item, please re-use the original packaging if possible; otherwise please ensure goods are packaged sufficiently to prevent damage. Please include the completed returns form or a copy of your packing list, stating your returns number and what your wishes are for an exchange, replacement or refund. If you return an item without a returns number this may cause a delay in your request. We can only replace or refund on goods that are returned to us accompanied by a proof of purchase from The Stick & Cane Shop, or with means by which we can find your original order in our records.
Any refund given will be made automatically to your original order payment method (at the current rate of exchange for overseas orders).
When returning items, always obtain proof of posting as claims can then be made against the Post Office for loss or damage. We cannot refund or exchange goods that arrive back damaged or are lost in the post.
Please note: that we cannot credit for wind damage, this is a natural phenomenon and damages caused by the wind do not constitute a manufacturing fault. Also, we are not responsible if it does not rain on your special day; we are very pleased that the sun shone for you, but we cannot refund the umbrellas you did not need to use.
Your rights to return goods are protected under The Consumer Protection (Distance Selling) Regulations 2000.
RETURNS - REPLACEMENT
We guarantee to replace or, if out of stock refund, faulty items. Simply notify us within the 3 days of delivery of the goods, we may ask you to take photograph of the damage and email it to us as proof and we can then send out a replacement faster. The item may have to still be returned to the manufacturer, if this is the case we will email you freepost address or arrange for the courier to re-collect the return.
If a Courier delivery arrives damaged or crushed, please do not sign for it or sign for it only as damaged container, let us know within 24 hrs, so we may arrange for the courier to collect the damaged item and return it to us.
RETURNS - EXCHANGE
When returning an item for exchange, please call or email to check we have the item you want in stock and we can reserve the item for you and issue you with a returns number. Exchange items must be returned 'as new' with all original labels and packaging included. Please mark clearly what you would like as a replacement on the returns form or a covering note. Once we have received your return and processed your exchange, if there is any difference due we will contact you before despatch. Return costs cannot be refunded, but we will send out the exchanged item free of charge.
If you need the exchange item in a hurry then we would suggest you place a new order which we can then despatch straight away. Once we have received the returned item we will refund the item cost back to your original order payment method.
RETURNS - FAILED DELIVERIES
If our courier delivery is not picked up by the customer or if delivery is refused by the customer then the return charge made by the courier company will be deducted from any refund.
If an item is returned as undeliverable then we will make every effort to contact the customer to arrange redelivery, a further shipping charge may apply. If contact cannot be made then the order will be refunded less original shipping charge and return charges if any.