CANCELLATION AND RETURNS INFORMATION
Important information & time limitations
Any transit damage, shortages or incorrect goods supplied must be noted on the delivery note at the time of delivery.
Please ensure that you thoroughly inspect your goods for any cosmetic damage, incorrect goods, missing parts or other problems as soon as you receive them, if this is done after delivery has taken place, You are required to contact us within 3 days of delivery of your goods giving full details of any problems for us to arrange for suitable action to be taken.
If you receive goods in a damaged condition, please make a note of this on the despatch note, you will need to notify us of this by email or letter in any case within 7 days from receipt of goods.
Incorrect Goods/Wrong amount of Goods
It is your responsibility to ensure that you have signed for the correct number of goods delivered. At time of delivery you must also check that you have received the correct goods in accordance with your order.
If you find that you have received incorrect goods or the wrong amount of goods, you must make a note of this on the despatch note, you must then notify us of this by email or letter in any case within 7 days from receipt of goods.
Please note: Do not use an item if it is damaged. This counts as acceptance of goods and the item is then non returnable.
If you cancel an order after the goods have been delivered, you will be charged the ACTUAL COST of collecting the items. Because we subsidise our delivery cost when we initially deliver the item to you, the actual cost of collection is £15.00 for a single item. This cost will be deducted from any refund that is due to you. You may return the items at your own expense and we will charge a re-stocking fee of no more than 10%, this will again be deducted from any refund due to you.
You have the right to cancel your order at any time before goods are delivered to you for any reason.
In compliance with the distance selling regulations you have a Cooling Off period where you may withdraw from this agreement at any time up to 7 working days after the day we have delivered the goods to you. If we have delivered the goods, you must not have used them and must have kept them in the condition they were delivered. You must return them to us or request us to collect them, in either case, at your cost.
When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods are in the condition that we sent them to you with packaging. All items are subject to inspection. If we receive an item that either is not in the condition we sent it or has missing components we shall deduct a reasonable amount to cover any costs to us or return them to you if they are not re-sellable.
Please note, we are unable to take back items that are bespoke/built to order.
We will reimburse any amounts you have paid to us within 7 days having deducted any return, repackaging or retrieval costs and administration fee if applicable.
If after using your product you find that it is faulty, meaning your product shows symptoms of failure preventing basic operation (this does not include any superficial or cosmetic damages, for example scratches or dents). Please contact us at your earliest convenience. We shall then arrange for a replacement to be delivered to you at our expense and for the faulty item to be collected (usually at the same time). We shall require a £15.00 security deposit payment to be taken from your credit card prior to despatching a replacement unit. Once the item has been verified by our in house engineers as being faulty, we shall arrange for a full refund of the £15.00 deposit to be made. If we find that the item is not in its original packaging and has any accessories or components missing, or it is found to not be faulty we will retain the £15.00 payment.
If your item becomes faulty after having been used for more than 28 days, we will arrange to have the unit repaired. There will be a £15.00 charge for the uplift and re-delivery of the unit but any repairs required will be carried out at no cost providing the fault is covered by the terms of the warranty. Full details of which can be found below.
If, in the unlikely event, you wish to make a complaint, please contact us in writing:
Customer Care Department
6 Broomfield Street
BD21 2BZ Keighley
We shall then fully investigate the matter and contact you within 5 working days from receipt of letter.
This guarantee is in addition to any warranties or conditions implied by law and nothing in these terms affects your statutory rights.
EBEN-HEZER Ltd will warrant to the original purchaser that all finished goods are free from defect in both material or workmanship for the minimum period of 1 Year.
Note: This warranty expressly excludes consumable parts such as replacement carbon brushes, floor brushes, dust bags, hoses etc that are considered replaceable from time to time during the normal working life of the machine.
The warranty date commences from the date the goods are purchased.
Any warranty claim inside the first 28 days of use will be replaced free of charge. We shall require a £15.00 security deposit payment to be taken from your credit card prior to despatching a replacement unit. Once the item has been verified by our in house engineer as being faulty, we shall arrange for a full refund of the £15.00 deposit to be made. If we find that the item is not in its original packaging and has any accessories or components missing, or it is found to not be faulty we will retain the £15.00 payment.
Claims will not be accepted if they are the result of fair wear and tear, misuse or abuse of any kind.
No replacement will be given unless the appropriate evidence of the validity of the claim has been provided to the satisfaction of EBEN-HEZER Ltd
EBEN-HEZER Ltd reserve the right to charge for any unnecessary work carried out as a result of an invalid claim.
No variation to this warranty may be made or implied by any member of EBEN-HEZER Ltd unless such variation is in writing and authorised by the Company