Refund Policy
If you have cancelled the contract between us within the fourteen-day cooling-off period for a Standard Product, we will process the refund due to you as soon as possible, and within 14 days of the day, the Standard Product is returned to us.
To complete your return, we require a receipt or proof of purchase.
In this case, we will refund the Standard Product's price in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.
We do not accept products that contain hazardous materials or flammable liquids or gases for safety reasons.
We will be happy to provide you with a full refund provided that, where delivery has taken place, you have returned the Standard Product to us in the same condition that it was delivered. This right of return is in addition to any other rights, warranties, or conditions available to you.
Faulty Product
Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us, providing we can verify that the product is indeed defective.
We will examine the returned product and notify you of whether you are entitled to a refund via e-mail within a reasonable period. We will usually process the refund due to you as soon as possible, and within 14 days of the day, we confirmed to you via e-mail that you were entitled to a refund for the defective product.
Product Returns Procedure
Please contact our Customer Services department via admin@castle-shutters.co.uk for guidance on our Product returns procedure. Please send all products back to us securely in the original packaging.
You will be responsible for paying for your shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
Unless otherwise specified, we will refund any amounts due to the card used during the original transaction.
Refunds
Late or missing refunds (if applicable)
If you haven't received a refund yet, first recheck your bank account.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at admin@castle-shutters.co.uk.
Our Warranty
We guarantee the Somfy Products you purchase on our site for three years from the date of order.
During the guarantee period, if your product does not operate normally because of a defect in components or manufacturing, we will replace it with an equivalent or identical Somfy Product.
The guarantee does not cover the cost of dismantling and refitting the products or replacing consumables such as batteries. This guarantee does not affect your statutory rights.
Operation of guarantee
If your product does not function correctly or contain a defect in components or manufacturing, please refer to the instructions sent with the product, consult our website, or contact a member of our customer services team via admin@castle-shutters.co.uk to help you identify the cause of the problem or issue a refund.
If we determine that a product is defective in components or manufacturing, we will replace it with an identical or equivalent product.
All products returned will be at the cost of the customer. We retain the right, should no instructions or payment for return be received, to destroy the product after 30 days.
Exclusions
The warranty will under no circumstances apply if faults are due to any of the following:
If the product in question has been incorrectly utilised, installed, or operated according to our supplied instructions.
If installation, use or maintenance instructions have been disregarded and in particular:
Connection to an unsuitable power source,
Installation on or connection to an unsuitable product,
Connection to devices that do not comply with standards
Opening of or modification to the product or its components.
In the event of shock, fire, lightning, flood, gales, or any event beyond our control.