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12:1 Please check over your goods on delivery to ensure that the packing is intact and all items appear to be in good condition before you sign for them. If you find your goods to be faulty, damaged or incorrect please refuse the items and contact Customer Services as soon as possible. If you find that your goods are damaged after you have taken delivery please notify us as soon as possible. We ask that you inspect your goods within a reasonable time scale and prior to them being transported anywhere else.
12:2 If you are not satisfied with your purchase for any other reason (excluding manufacturing faults or mis described products) and report this, in writing or email, within 30 days, from the date of delivery, you will be given the option to return the product to us for a refund or exchange. You must ensure that the goods are adequately packed and it is your responsibility to return the product to us and to cover any associated costs of return (please include your reference number and name on any returns). If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will seek to recover the reduction in value from you. This policy does not affect your legal rights. This policy excludes made to measure items (items made to the consumer’s specification) (see section 6). As pillows are a hygiene product, any products must be returned unused and in original packaging with security tag intact. Once received and checked, any refunds will be issued.
12:3 Prior to returning any goods you must inform Customer Services (within 30 days of receipt).
12:4 Once we have received and checked the goods’ condition we will inform you and arrange for a refund or exchange. Please note; refunds may take up to 14 days to process and appear on your credit or debit card account.
12:5 If you are unable to arrange your own carriage we will arrange this on your behalf through our delivery agent. Collections from customers are available Monday – Friday and are an all day service 8am – 6pm. We cannot provide a narrower time window. The charge for collection will vary depending on size of items and location. Please ask a member of staff for the associated costs. Sartex cannot be responsible for failed or delayed collections.
12:6 Should you wish to cancel your order or return your goods due to a manufacturing fault, once the fault has been confirmed, we will be happy to carry the associated carriage costs and/or make the necessary arrangements.
