OUR GUARANTEE

Here at The Orange Room we always want you to be completely satisfied with your purchases. When this isn’t the case, we want to be able to put things right as soon as possible and with as little fuss as possible.

 

The Orange Room RETURNS POLICY

Last updated on 29/01/08

 

Cancellations

You can cancel your purchase at any time either before or up to 7 working days* following the day you receive the goods by e-mailing us at jeanne@theorangeroom.net; or by phoning us on 01962 851419 between 10am and 5pm. Please have your order reference number and delivery details to hand.

*' working days’ means all days other than Saturdays, Sundays and Bank Holidays.

Please note that we are unable to refund or exchange earrings as a matter of hygiene, unless faulty.

 

We will arrange to collect the goods from you.

Your product must be complete and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging). It must not have been used. It should be returned with the original box, packing and accessories you received with it. Any 'Free Gifts' received with the product must also be returned.

If you follow the steps above you will receive a full refund of the product price and the cost of delivery to you.

However, unless the item is faulty, you must pay the charges involved in the return of the item/items to The Orange Room and this cost will be confirmed to you prior to the collection. The collection charge will be taken from your account at the same time we refund your purchase price and will be shown separately on your refund receipt.

We cannot cancel your purchase when the goods were a special order to your specification. Until such time as you return the goods to us you must take reasonable care of the item(s) and not use them.

 

Faulty Goods

The following are guidelines. Wherever possible we will respond to your individual circumstances.

If there is a design flaw with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair, exchange or refund. You will always have the option of an exchange or refund if the fault occurs within 28 days of delivery. In all cases we reserve the right to inspect the product and verify the fault.

To qualify for a refund or exchange the product must be: in otherwise "as new" condition; and complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging).

Please phone Aftersales on 01962 851419 (10am to 5pm Monday to Friday). If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items (e.g. Candles etc) the guarantee period is three months from delivery.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting faulty goods for replacement or refund. Replacement goods are sent by standard delivery only (i.e. premium services are not available).

 

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.

 

Buy Online! - The best way to buy!

About Us Here at The Orange Room your total satisfaction is of the utmost importance to us. If you have any suggestions or comments please email us at jeanne@theorangeroom.net

 

Our contact details:

The Orange Room

The Grange

Sleepers Hill

Winchester

Hampshire SO22 4NA

United Kingdom

 

Phone: +44 (0) 1962 851419

Fax: +44 (0) 1962 672400

 

Email: jeanne@theorangeroom.net

 

Making A Purchase

Making a purchase could not be easier. Just browse our pages and either e-mail your order or phone us on 01962 851419 between 10am and 5pm.

We accept credit card payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to your own currency. All of our prices are in Pound Sterling,

We accept Visa, Mastercard and Switch/Maestro. You may send your credit card information via phone, fax, snail mail or over the internet.

 

Shipping and Handling

We have years of experience in packing parcels that are shipped all around the world. If you choose to order from us there are a number of shipping rates and delivery times and these will be confirmed to you.

 

Back Orders

We will only dispatch your order once it is complete. We do not send part-orders. However, if a product is not available, a refund will be credited to your card for the cost of the product and also the cost of the shipping. This will be included on your receipt.

 

Tax Charges

As you may be aware Customs often charge duty on imports into certain countries. Unfortunately, we have no control over this and you will be liable for any charges incurred due to import taxes where goods are sent to an overseas address.

 

Credit Card Security

All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

 

Reaching Us

If you need to reach us, please email us at jeanne@theorangeroom.net, alternatively, you can call on 01962 851419 (International +44 1962 851419) or fax us on the same numbers or write to us at The Grange, Sleepers Hill, Winchester, Hampshire, SO22 4NA, United Kingdom.