Refund policy
Returns: damaged, unwanted or disputed goods
In the unlikely case that you receive a product which is damaged or incorrect in any way, we will do our very best to repair, replace or refund the product. In some circumstances a replacement will be invoiced to you in order to send you a replacement. In this instance a credit or refund will be issued to you once the original items have been returned to us in the condition, they were delivered in. We reserve the right to provide replacement or replacement parts or collect the faulty goods and give a full refund without offering a replacement or repair. If in any instance the fittings or parts of the items become faulty, The Company will only provide replacement fittings/parts. The Company will not be held responsible for any loss or costs caused to the customer.
In order to assist us in providing an excellent service and to avoid ambiguous situations we ask that all damaged or unwanted item be reported to our customer service team within 48 hours of receipt of delivery. Any such reports should be submitted by completing the Returns Form on our website https://www.liangandeimil.com/returns/ with appropriate pictures of any defects.
Liang is Eimil is able to provide site visit services within certain geographic areas to inspect a reported fault of an item. Should a reported fault reported be related to incorrect installation of an item or failure to adhere to installation instructions provided, Liang & Eimil reserve the right to invoice a charge a £80 plus VAT for the inspection.
Where we are requested to deliver to a warehouse or other holding location it will be the buyer’s responsibility to ensure the goods are fully checked in line with our notice period above. We ask that the goods are unpacked and inspected within 48 hours so any issues can be reported within the claims timeline We will not be liable for damage discovered more than 48 hours after we have delivered of the goods. We do not accept damage claims that have resulted in misuse of the product or during installation. We do not accept damage claims once the product has been installed. Any damage must be checked and reported to us before installation.
Where the Company agrees to repair a product, we will work with the customer to effect this as quickly and efficiently as possible. Due to the nature of the product and often specialist finishes, we cannot always give accurate timescales for the completion of such a repair. We require skilled craftspeople to complete repairs to the appropriate standard. We will do our utmost to procure these services as quickly as possible but sometimes such services are not readily available. If we consider the time to repair unreasonable, we reserve the right to collect the product and supply a full refund.
Where goods are returned without defect, we are happy to accept undamaged, boxed product in its original inner and outer packaging for credit to the customer’s account. We ask that clients return unwanted product within 10 working days of receiving it. We will not accept a return of product more than 10 working days following delivery. We do charge 20% restock fee on the return of undamaged, boxed product in its original packaging. We also require that the product is returned to our warehouse. We will be able to process a credit in 3 working days following the receipt of the goods in the warehouse. Returns of goods from the Customer will not be accepted without the previous consent of the Company and any costs involved will be the responsibility of and borne by the Customer.
All returns must be returned in original packaging and original delivered condition and must be ready for loading when the driver arrives to collect them. Drivers will refuse to collect any items that are not packed adequately as outlined in this section. Please ensure that the persons unwrapping the goods are very careful and keep the inner and outer wrapping of the original packaging intact. The original packaging is essential in preventing the items’ safe transportation and preventing damages on return. Under no circumstances can we accept returns that do not have the original packaging. If goods are returned either without original packaging or not in original delivered condition we are unable to accept the return for a credit to your account. If a return is refused based on the terms above, we will require the item/s to be collected from our warehouse within two weeks of receipt and we will require a 3 working days’ notice of your collection. Should items not be collected within the two weeks after receipt in our warehouse we reserve the right to dispose of the items.
If goods are to be returned, the customer must request a collection in writing within 72 hours of receipt of the items, giving notice to the Company that the goods (or any part thereof) will be ready for collection. The Company will arrange for collection on the next available transport. All returned goods are subjected to a full Quality Control inspection before any decision regarding refund is made. MFUK Design & Furniture Ltd reserves the right to make the final decision on whether an item is defective or not. The value of the refund issued to the Customer is at the Company’s discretion and each case will be considered on its own merit. When the decision to refund has been made a Credit Note will be issued to the Customer.
Our contractual relationship is with the purchaser of the goods (our customer). Any dealings in relation to the return, repair, replacement or refund of a product, or any customer relations, will be conducted with our customer. Where our client is an interior designer and the goods have been purchased to sell on to a third party, we will have no contractual relationship with that third party. As such, all after-sales care will be conducted with our customer and not any third parties with whom we have no contractual relationship.