Free UK Returns
Starting from the 07/10/20015 we now include a returns label in all of our deliveries, so if you wish to return your item simply re-package your parcel write your order number on the retrunrs label stick the pre-payed and pre-printed label on your parcel and take to your nearest drop off point, which can be found here www.dpd.co.uk/pickuplocator can we PLEASE ask that you quote your order number on any returns as this will really speed up the refunds process.
Once we receive your parcel, we will refund your account, this will normally take 2-3 days once we've received the parcel.
If your order was prior to 07/10/15 you can still arrange returns FREE OF CHARGE either by e-mailing us at [email protected] or by calling 01254 291 027 (Mon-Fri 9am-5pm GMT), if you could please include your order number on any communication that would be very much appreciated. We will arrange to collect your parcel using DPD, once confirmed you can rearrange the collection time / location directly with DPD.
Please Note: it is important that the above process is followed for all product returns, any returns recevied outside of this process will delay any refunds and may be returned to you without a refund being processed.
We are currently only able to offer a single free collection, if for whatever reason you miss this collection then the return will have to be processed at your own cost. All returns need to be processed within 28 days of you receiving the goods and anything outside of this will be dealt with at our discretion.
Unwanted goods should be returned in the original packaging, undamaged and in a saleable condition.
We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged. Returned goods can take up to 14 working days to be received and processed, so this may delay the refund to your original payment method, it can also take an additional couple of days for the refund to appear in your account. Faulty or damaged items must be returned to us and once inspected and verified by our customer service team a refund and/or exchange will be arranged, and at which time any delivery costs you have incurred will be refunded.
Unfortunately we are unable to accept returns on samples of either wallpaper or borders and any bespoke or customised products.
Unfortunately we can't stop the delivery of goods once your payment has been confirmed, however all customers have seven working days to cancel their order following the delivery of the goods. This can be done by either contacting us in writing and/or at the following email address [email protected]. The goods will be deemed returned when received by Graham & Brown, and we will refund the monies as soon as possible within 7 working days.
You may cancel your order up to 7 working days, starting from the day after you receive the products, in line with the Consumer Protection (Distance Selling) Regulations 2000. If you wish to cancel prior to delivery please inform our customer service team as early as possible, however if the order has already been processed it may not be possible to cancel delivery. You are liable for the returns of your order and should be returned to us in a saleable condition.
Faulty or Damaged Goods
Faulty or damaged items must be returned to us, using our normal returns procedure above, and once inspected and verified by our customer service team a refund and/or exchange will be arranged and at which time your delivery costs will be refunded. We recommend that you use a recorded returns service in case the parcel does not reach us, as we reserve the right to not refund for products which do not reach us.