Orders & Returns Policy
Change an orderWe’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address or remove items from your order please contact our Customer Services team for advice on 01622 870050 between 9am and 5pm, Monday - Friday or email customerservice@closetmaid.co.uk. Please be ready to quote your order number and order date.
If your order has already been despatched or delivered, then you’ll need to follow our Returns Procedure (below) in the event of any unwanted products.
There are some products which we cannot cancel, refund or exchange. Please see the 'Products we're unable to cancel, refund or exchange' section below for more details.
Cancel an Order
Cancellation under The Consumer Contracts Regulations.
Please note that, in accordance with the abovementioned legislation, you are entitled to cancel your entire order (Contract of Sale), if you wish, provided that you exercise your right and notify us no longer than 14 Calendar days after the day on which you receive the Product(s). This period of time is known as the cooling-off period during which you have an unconditional right to cancel.
If you wish to exercise your right to cancel this Contract we will refund the original purchase price and delivery charge, provided that you have notified us in writing (letter, fax or e-mail), no longer than 14 Calendar days after the day on which you receive the Product(s), and that you have taken reasonable care of the Products and not used them. Please follow the instructions set out in our Returns Procedure.
Please note that your right to cancel this Contract does NOT apply to Business to Business sales (B2B) or Products which fall into the following categories unless they are faulty or not as described:
Made to measure, customised or personalised goods
Please see our Refund Policy for further details.
Returns Procedure
Incorrect or Faulty goods
In the event that you receive a faulty or incorrect product please contact customer services by e-mail customerservice@closetmaid.co.uk or telephone 01622 870050 between 9am-5pm, Monday - Friday so that we can issue a Return Merchandise Authorisation number (RMA). Once you have a RMA number arrangements will be made to collect and exchange or refund. Please do NOT return the item(s) without first obtaining a RMA number. Any items returned without a valid RMA number will not be accepted.
You will not be charged for the cost of collection or re-delivery (in the event of an exchange).
Cancelled Order
If you wish to cancel your entire order you must notify us in writing (letter, fax or e-mail), no later than 14 Calendar days after the day on which you received delivery of your Product(s). Upon receipt of your notification we will issue a Return Merchandise Authorisation number (RMA). Once a RMA number has been issued arrangements will be made for the return of the Product(s). Please do NOT return the item(s) without first obtaining a RMA number. The RMA number should be clearly marked on the outside of the package. Any item(s) returned without a valid RMA number will not be accepted. We will refund the original purchase price and delivery charge provided that the timescale as detailed above has been observed and that you have taken reasonable care of the Products and not used them.
Unwanted Products
Returns of any unwanted products can be made within 28 calendar days of receipt. Please contact customer services by e-mail customerservice@closetmaid.co.uk or telephone 01622 870050 between 9am-5pm, Monday - Friday so that we can issue a Return Merchandise Authorisation number (RMA). Once you have a RMA number please make arrangements to return the item(s) at your own expense to the following address:-
ClosetMaid UK
Unit 6 Archers Park
Branbridges Road
East Peckham
Tonbridge
TN12 5HP
Please ensure that the item(s) are packaged suitably and that you include your name, address, order number and the reason for the return. The RMA number should be clearly marked on the outside of the package. Please do NOT return the item(s) without first obtaining a RMA number. Any items returned without a valid RMA number will not be accepted.
You will be responsible for selecting the method of safe return and the cost of sending the item(s) back to us. We cannot be held responsible for items lost or damaged in transit. We would recommend that you purchase appropriate carriage insurance.
Please see below for full details of our refund policy.
Refund Policy
We want you to be happy with your purchase. If you're not, just return the product to us, and we'll exchange or refund it; please be aware that time limits apply - see Returns Procedure above for details. Please see below for products excluded from this policy.
Under the The Consumer Contracts Regulations, if you buy online or by ‘phone, your consumer rights entitle you to a full refund if you request one in writing within 14 days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.
Ordinarily we'll refund the original debit or credit card used to purchase and we will complete the refund within 14 days of the date that the return request was notified.
Condition of returns
It's important that returned items are in the best possible condition, so please take reasonable care of them. See our Terms and Conditions.
Delivery charges
Delivery charges will only be refunded for entire orders cancelled within 14 working days of receipt as detailed in the 'Cancelled Order' section above and in accordance with The Consumer Contracts Regulations.
Products we're unable to cancel, refund or exchange
Unless faulty, or not as described, we cannot refund or offer an exchange on:
- personalised or customised products
- custom designed closet layouts
- goods that have been installed by us
We're unable to accept order cancellations for these products.
This does not affect your statutory rights.
Requesting A Design
When submitting a design request, ClosetMaid UK require full dimensions of the entire space. Regardless of whether or not you actually want to utilise all walls/ areas of the space, it is important that the design team has full knowledge of the area so that they can properly assess the suitability of the recommended design, the fixings used and the access to the storage area. Therefore ClosetMaid UK ask for ALL measurements including height, depth, width, as well as position and dimensions of doors, entry ways, windows and any other obstacles (such as radiators, pipework, fuse boxes etc).
Ordering a Design Service Order
When you are sent a quotation, you will also be sent plans along with rendered views of how your shelving system will look once in place. It is important that you carefully review these plans before you place your order with ClosetMaid UK. The plans will show the measurements that the designer has used to create the space, as well as the position of any shelves and their mounting positions. You will need to check thoroughly for any errors or discrepancies and notify your designer immediately so any necessary changes can be made. ClosetMaid UK will not accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you.
If you are unsure of how to properly read the plans, or what they refer to then please seek advice from your designer who will explain them in more detail to ensure that the information is correct and accurately reflects your space and needs.
Please note that as this design is carried out using customer supplied data all lengths of shelving & hang bar will be supplied slightly oversized to accommodate variances in wall dimensions and mis-measures and will require trimming to final size on site by the customer. This can easily be done using a set of boltcutters or a hacksaw, you can then cover the cut ends with the plastic end caps provided.
Receiving a Design Service Order
Once you have placed your order, your goods will be prepared for delivery. ClosetMaid UK will notify you which date your order will be with you, and it is recommended that you ensure that someone is at the shipping address to receive goods. It is your responsibility to check your shelving system for defects, damage or missing packages before signing for the goods. ClosetMaid UK cannot accept liability for goods damaged after delivery if signed for in satisfactory condition. If you intend to use subcontractors for installation, ClosetMaid UK recommend you do not commit to them until the delivery has been made, this will avoid any danger of you being financially liable for downtime due to unavoidable delays.
Returns & Refunds for Design Service Orders
ClosetMaid UK cannot accept the return of customised design products if the reason for the return is because you have provided us with incorrect measurements or have simply changed your mind. However this will not affect your legal rights as a consumer in relation to "made-to-measure" products that are faulty or not as described.
Delivery Information
Standard Delivery
Delivery charges will be displayed during the check out process and start at £4.95.
We aim to ship orders 10 - 12 working days from receipt of order. Orders for component parts and accessories will normally be quicker but orders for complete systems, and especially custom systems, can take a little longer. If you have a particular deadline please let us know at the time of order. We can normally agree delivery dates at the time of order if you 'phone or e-mail to request but as delivery is carried out by third party carriers we are unable to 100% guarantee delivery dates.
About our delivery service
- We deliver most items Monday to Friday, 8am-6pm by carrier. A signature will be required.
- We can normally specify the day of delivery but not the time.
- Saturday deliveries can be arranged but incur a supplement. Contact customer services for details.
- Products may be sent out from multiple locations and therefore may arrive separately, but you won't incur additional delivery charges as a result.
- We will notify you by e-mail when your order has been dispatched and when you can expect delivery. Please ensure that you provide your correct e-mail address during the checkout process.
- If you are not available to accept the goods on the day of delivery a calling card will be left by the carrier.
- If you do not communicate with the carrier as requested on the card and within the time frame given, the goods may be returned to our warehouse. If this happens we reserve the right to levy a re-delivery charge as appropriate.
Express delivery
Express delivery is usually available for most of our products. Please check with customer services on 01622 870050 for further information and pricing.
E&OE.