In the unlikely event that you are not totally satisfied with any goods purchased please inform us in writing (including fax or email) and telephone Customer Services on 01543 462500 within 7 days (starting on the day after the goods are delivered to you) to arrange their return. You must agree the return carriage cost with Cannock Gates in writing prior to returning the goods so that we can refund this if the goods were faulty. We will require the courier invoice/payment as proof of cost to be refunded.
It is the end customer's responsibilty to return the goods to the following address:
Cannock Gates Limited
Please ensure that as well as your receipt, you include a covering note with your name, contact details, order number and details of the reason for exchange. Once the goods have been received, we will give you a replacement or refund as agreed prior to the return.
The goods must be returned to us unused, and wherever possible, in the original packaging. We recommend that you retain all of the original packaging until you are sure that you intend to keep the goods. If the original packaging is not available, you should use packaging that would provide similar protection as returned items must be received ‘as new’ and in resaleable condition. Please note: Carriage costs will be refunded only if the item is faulty, or if it differs from the way it was advertised. Returned parcels remain the responsibility of the customer until safely received by us. The company does not pay return carriage unless an item is faulty, or it differs from the way it was advertised.
Returns after the 7 day period will be considered on a case by case basis. The customer will cover the cost of the return carriage and we reserve the right to charge a 25% restocking fee.
All products are guaranteed against faulty workmanship that will cause the structural integrity of the gate to be affected. This is primarily the welded joints in metal products and the wooden joints in timber product. Please bear in mind that a minor amount of natural movement is inherent in timber and rust is a natural effect on metal, which can be prevented by applying a good quality exterior paint. Rust or Wood Rot are not considered a guarantee defect as we have no control on how the goods are looked after once they have left our premises, even if the product is fitted by Cannock Gates and if the finish has been applied by Cannock Gates Ltd. It is up to the end customer to inspect the goods after fitting and every six months for any damage to the finish, and touch up as and when required. Thus Rust and Wood Rot are not covered in any way on any of the guarantees offered by Cannock Gates. You automatically agree to uor terms and conditions when purchasing on the Cannock Gates web site.
On the rare occasion that we do receive a complaint about one of our products, you can be assured that we will thoroughly investigate the problem and make every attempt to resolve the issue to your satisfaction. Ideally complaints should be made in writing and addressed to the Sales Manager and sent either by email to firstname.lastname@example.org or by post to Cannock Gates Ltd., Martindale, Hawks Green, Cannock, Staffordshire WS11 7XT. Please allow at least 3 working days for a response.
In order to resolve the matter quickly, it is helpful if you are able supply full details of the problem, along with photographs, if appropriate.