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Delivery & Returns

UPON RECEIPT OF PACKAGE(S): If you suspect damage, please fully inspect the contents before signing. If the contents are damaged, clearly state “DAMAGED” when signing the Consignment Note. Signing “UNCHECKED” is insufficient. All items must be fully inspected within 24 hours of delivery. Claims for damages can only be considered if reported within 24 hours. Loss or damage to any delivery in accordance with the customer’s instructions are not eligible to the claims system. PLEASE NOTE: Failure to follow these instructions may affect any warranty claims that you make thereafter.

RETURNS: How do I return an item? Simply call us on 01243 527123 or e-mail sales@leonorahammond.co.uk before sending anything back to us or we will not be able to process your return. This will enable us to process your return quickly and efficiently. Items returned without prior Authorisation will NOT be processed and therefore NO refund or replacement will be issued. Our returns policy is very simple, however if you are uncertain about any elements of it please do not hesitate to contact us on 01243 527123. How to return an unwanted item? Goods returned due to a change of heart must be UNUSED and in PERFECT, RE-SALEABLE condition (including product packaging, instructions, etc), otherwise we will not be able to refund you. On receipt of the item, the item(s) will be thoroughly inspected. On satisfactory completion of this we will refund you the full amount. Please note that the costs of returning item(s) to us as a result of a change of heart must be borne by you. How to return a faulty item? PLEASE NOTE: **Any item returned faulty or otherwise can only be returned in an unmodified state. Any repairs or changes made to the product after sale will void the warranty. All Items – If you return an item because it is faulty, we will happily refund your costs in returning it to us (maximum postage value of £4.50). The item(s) must be returned within 7 days after recipet of goods. Before returning items, you must contact Leonora Hammond by email or telephone call. Only upon receipt of the parcel will Leonora Hammond replace the item or if you would prefer, refund you in full. All items returned without prior notification and acknowledgement from Leonora Hammond will not receive the cost of return (postage/courier fee). Returned items lost in transit – We cannot be held responsible for packages lost in transit. When returning small items to Leonora Hammond we recommend sending the package by Recorded Delivery (1st or 2nd Class).

CANCELLATION OF ORDERS: You are able to cancel your order prior to shipping with no cost penalty being incurred and full credit of your account if payment has already been taken. You can cancel an order by contacting us via telephone, or e-mailing. All details can be found on the Leonora Hammond website, or by phoning us on 01243 527123. Refunds on unwanted orders or orders cancelled after shipping will only be completed once goods have been returned to Leonora Hammond. Returns must be in a resalable state and any goods or accessories that accompany the returned product must also come back to us. Please note, the Delivery Cost + £2.00 Packaging Fee will be deducted from the refund total.

POSTAGE: All delivery timescales are subject to product and delivery availability. All parcels will be delivered via Royal Mail recorded delivery. Delivery is typically between 7 – 14 working days after payment has been received. However, Royal Mail deliveries sometimes take longer and we cannot be held responsible for this. A signature is required upon receipt and an additional address should be provided as additional postage charges may be incurred upon failure to collect from Royal Mail and the package being returned. Whilst we will endeavour to ensure your parcel(s) reaches you in time, on rare occasions delays do occur for which we cannot be held accountable. Leonora Hammond shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. The risk in the goods shall pass from the company to the customer upon delivery of such goods to the customer. If you have an urgent requirement we recommend you speak directly to the team at Leonora Hammond to discuss delivery options. Force Majeure – Leonora Hammond shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.

COMPLAINTS PROCEDURE: Leonora Hammond takes its relationships with customers very seriously, and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within one working day of receipt, whether they’re enquiries or complaints. If email is too impersonal, we encourage you to phone us on 01243 527123, where our customer support team will gladly be of assistance. All your feedback is appreciated. Please post returns to the following address (ONLY if directed to do so by Leonora Hammond): Leonora Hammond Unit 8 Quarry Lane Industrial Estate Quarry Lane Chichester West Sussex PO19 8QA This returns policy does not affect your legal rights.