We hope you love our products just as much as we do, but we know sometimes you may have a change of heart, so we are happy for you to return your goods for a refund within 14 days of receiving them. Please take good care of them and make sure they are returned, undamaged, in a resale-able condition and in their original packaging (if you have our White Glove Service, please make sure you keep original packaging) or we will not be able to refund.
We endeavour to provide the best customer service possible. Should an issue arise, we will make every effort to resolve the issue.
For your convenience, customers in the UK are able to return and item in store. Please ensure that you take your invoice or any additional proof of purchase. You will also require the card that was used to purchase the item. If you are not the cardholder for the item or order, they will need to be present at the time of return to store to accept the credit note. Please note we do not give refunds in store, only exchanges or credit notes. We also offer no returns on sale items, so you will not be refunded or credited.
We encourage customers to check all items prior to leaving the store, any damages or imperfections noticed after leaving will not be deemed as the responsibility of Tides Home and Garden.
In addition to our returns policy, if you have placed an order online, you have the right to cancel your order with us within 14 days of receiving the item. This right does not apply to items that have been made to the customers specification. You must confirm your wish to cancel in writing via email within 14 calendar days. Your order will not be considered cancelled until the confirmation in writing has been received.
You must take reasonable care of goods and not use them. It is your responsibility to return unwanted items back to us. You must return the items to us by post at your own cost and no later than 14 days after you sent us the cancellation confirmation email. If you are returning goods back to us we will not be responsible for potential loss or damage in transit. If the item becomes lost or damaged in transit we will not refund you. It is your responsibility to make sure your items are fully insured before returning. Once we have received your returned item, we will check for damages, then we will refund you the price paid for the items but not the delivery charge. You will be refunded to your original method of payment as soon as possible, but in any given case we have up to 14 calendar days, of receiving your goods, to refund you.
Please note we do not accept returns on sale items. Once a sale item has been dispatched it will be deemed non-returnable. It is up to you as the customer to inform us of cancelling your order prior to dispatch where sale goods are concerned.
Products cannot be returned to us because they are unsuitable after the fourteen-day cooling off period referred to above unless we agree, or they are faulty. If we agree that a Product may be returned, it must be returned in perfect re-saleable condition and in the original packaging and may also be subject to a re-stocking fee. All returned products will be thoroughly QC checked by our staff to ensure that faults reported match faults visible. Our decision on this is final. Such fees will not be payable if the Product is faulty
If you believe an item is faulty, please contact us as soon as the fault has been spotted.
We ask that you contact us via email to: firstname.lastname@example.org with the following information:
- Full Name and Address
- Invoice number
- Date of Delivery
- Photographic evidence of the fault.
Where possible we will arrange for the fault to be repaired or replaced. If the fault cannot be repaired or replaced, we will remove the item and issue you with a refund.
There are some items that we cannot accept as a return and that is Bespoke items (made to order) and mattresses (for hygiene reasons).