Collection: Return Policy
Returns Policy
In an ideal world, every customer would love the item that they’ve just purchased, but we live in the real world, and we know that sometimes there are going to be situations where the item you’ve ordered and had delivered isn’t suitable for your requirements. In the unlikely event that the item you purchased is not suitable and you want to return the goods, we are pleased to offer all customers a 14 Day No Quibble Refund giving you peace of mind when you’re buying something off the internet. This will give you 14 days in which to decide to keep the goods or return them to us for a refund.
This meets our legal obligations to our customers under the Consumer Contract Regulations which came into force on 13/06/2014. These regulations state that a person who has ordered a product online, over the phone or via a catalogue has the unconditional right to cancel the order within 14 days of delivery without having to give us a reason. The 14 days starts from the day of delivery. To cancel your order you need to notify us, by e-mail, or letter. We recommend e-mail as it keeps a record of your cancellation and any subsequent communications. I am afraid that we cannot accept cancellations by phone.
Returns are often the result, of the incorrect goods being chosen for your needs and usage and in particular the size of the goods not being suitable for the space available. If you are in doubt before you purchase, please contact our Sales Team by email or phone (full details are at the end of this policy). Our resident experts can guide and assist you in choosing the right product and by default reducing the possibility of you having to return the goods because of the incorrect product being chosen and therefore any additional cost that a return would lead to.
If you wish to return the items you ordered, then in accordance with our legal obligations we will issue a full refund on the purchase price of the goods, subject to the goods being returned to us in the original packaging and in a good or unused condition. If the goods are returned in any other condition, we will contact you so we can discuss the next stage. We would advise you to take an image(s) of the product prior to the return, so you can send them to us and keep them for your own records. Please note that we cannot refund for any additional delivery service if you have chosen to return the goods as unsuitable and the cost of the return is borne by the customer.
Custom Made Media walls are not eligible to be returned
Any Media walls that have been customized ie made around your TV and Soundbar size where a Custom colour has been chosen or any change in height or width are not eligible to be returned
Returns Process
- Please inform us via email (details are at the end of the policy) or other form of durable medium within 14 days from delivery that you wish to return your order.
- Our returns team will then contact you so we can firstly, let you know the returns process including images, send you a returns form, let you know the costs involved, and subsequently arrange a suitable collection date. made. If the arrangements are made over the phone, we will confirm them by email.
Returns methods 2 Options below
Option 1 Arranged By Us.
To save you the inconvenience of arranging the return yourself, as most of the items that we sell are quite large and heavy and could be damaged in transit if handled incorrectly, we can arrange to have the item(s) collected from your address. Please note that the goods would have to be ready for collection by the appropriate service we have arranged.
The costs for this service would be
Media Walls £200.00
Media Wall Fireplaces £100
The goods must be suitably packaged to ensure that they would not be damaged in transit and that we would receive them in a re-saleable condition. The collection charge would be deducted from the overall refund. If the order was placed using our finance options, we might need to take an additional payment if the deposit does not cover the collection cost.
When we or one of our agents receives the goods back, they will be checked to ensure that the goods have been returned in their original packaging and in a resaleable condition. Subject to this we will process your refund within 14 days (the majority are normally processed by us in the same working week. Please allow some additional time for the banking network to process the refund). If the goods are not returned in a resalable condition, then we reserve the right to deduct an amount from your refund to return the item to a saleable condition. We would contact you in this event as soon as possible.
Option 2 Arranged By You.
If you wish you can arrange to return the items yourself. You would need to let us know via email or other durable medium that this is what you intended to do, so we could confirm the returns address to you, as several of our items have different return locations depending on the product and if there were any instructions that you needed to make your courier aware of. Emails will enable all of us to keep a record of our interaction to avoid any issues that might occur. Our team would guide you through the process to make life as easy for you as possible. Please remember that the goods must be returned as they were received and securely attached to any pallet if this was their delivery method.
When we or one of our agents receives the goods back, they will be checked to ensure that the goods have been returned in their original packaging and in a resaleable condition. Subject to this we will process a refund within 14 Days (the majority are normally processed by us in the same working week. Please allow some additional time for the banking network to process the refund). If the goods are not returned in a resalable condition, then we reserve the right to deduct an amount from your refund to return the item to a saleable condition. We would contact you in this event as soon as possible.
Our team will guide you through the process to make life as easy for you as possible. Please remember that the goods must be returned as they were received and securely attached to any pallet if this was their delivery method.
Faulty/Damaged Products
In the rare event the item you receive is damaged/faulty please note the below.
- If you receive a product that is clearly damaged, please contact us immediately either via phone on 0151 245 0697 or email hello@prebuiltmediawall.com The driver would be expected to wait. If you cannot get hold of us or the driver refuses to wait, please refuse the delivery.
- Once you have taken delivery of your item, please ensure that you check it for any obvious damage within 48 hours so if there are any issues, we can note this on your order and follow up on your behalf so we can reach a satisfactory solution asap and avoid disappointment if the item is not being fitted immediately.
- In accordance with the terms of the Consumer Rights Act 2015, if your product is damaged or develops a fault within 30 days of purchase, it is your responsibility to notify us. Just let us know and you’ll be able to return your product for a full refund, or have it repaired or replaced whichever is preferable. If a fault or damage is reported after 30 days of delivery, our customer service will work with you to resolve any issue as best we can in conjunction with the manufacturer under their warranty terms & conditions.
If you wish to return an item, please email hello@prebuiltmediawall.com or phone 0151 245 0697
If you wish to discuss your purchase, please email hello@prebuiltmediswall.com or phone 0151 245 0697
If you have any issue regarding damage/faults, please email our customer service department hello@prebuiltmediawall.com or phone 0151 245 0697
Pre-Built Media Wall - Cancellations
If you cancel an order for a Media wall once the 3D CAD drawings have been sent we will deduct £200 off the refund amount for work done for media wall plans.
Thank you.
Pre-built Media Wall Team