DELIVERY
Mainland UK Delivery
FREE standard DELIVERY ON ALL ORDERS
*Despatch is between 5 – 7 working days.
*Please note if your order contains cut-outs, custom colours, custom shapes or patterned splashbacks, the above delivery time will commence once your approval of the technical drawing has been received. Tile effect and PVC splashbacks may have delayed lead times.
Please note, working days DO NOT include weekends.
Please note: Orders delivered outside of the UK may be subject to local import duties.
SAMPLE DELIVERY
Samples are delivered for FREE!
HOW QUICKLY WILL MY ORDER ARRIVE?
We will send you a notification email when your order has been dispatched. The time your order takes to arrive will depend on the delivery option you choose.
While we always try our best to dispatch every order following the above guidelines, during extremely busy periods dispatch times may increase by up to one day. In addition we will inform you at checkout if delivery may take a little longer due to high demand.
Please note that our delivery is quoted as per working days (Mon – Fri). Bank Holidays may cause delays in delivery. If you are unsure please contact us prior to placing your order.
Special delivery instructions
If you have any special instructions for delivery, such as leaving your parcel with a neighbour, please include them in the ‘special instructions’ section at the checkout. Please note that our couriers will not respond to notes left on doors for security reasons
Collect in person
You are able to collect your order from our site in Lee Mill, Devon (free of charge) by choosing the relevant option at the checkout. At this point delivery charges will be removed.
RETURNS
At Custom Splashbacks we pride ourselves on the quality of our service and we always endeavour to meet the highest standards our customers deserve. If you are not 100% happy with your purchase, then we offer the following returns policy for your satisfaction.
LOST, DAMAGED OR FAULTY ITEMS
If your splashback has been lost or damaged in transit, has arrived faulty, or is not what you ordered, please call us within 48 hours of receipt on 01305 779955. We can then assess your situation and decide on the best course of action to take.
If your product has developed a fault then please contact us with your order number to hand. We can then discuss the preferred course of action that you would like us to take.
MATERIAL INSPECTION & INSTALLATION CLAUSE
It is imperative that the purchased material be thoroughly inspected prior to installation. Any damage, defects, or discrepancies with the material must be identified and reported before the installation process begins. In the event that damage or any issues with the material are discovered after the installation has taken place, Custom Splashbacks will regrettably be unable to provide a refund or arrange for a replacement of the order.
14 DAY RETURNS POLICY
If for any other reason you want to return a standard product to us, we offer a 14 day returns policy. Bespoke items (where you have specified the width, height, colour or had a custom image printed on the material) cannot be returned to us unless they are clearly faulty.
We recommend that you use a signed for service, via a reputable courier, such as Royal Mail for smaller items and Parceline for larger items, with adequate insurance to cover the value of the item.
To facilitate a speedy refund or replacement, please include a copy of your receipt and state the reason for the return.
Your statutory rights are not affected by the above terms and conditions.
CANCELLATION
Products that have been customised in any way cannot be returned or refunded.
You must inform our team if you wish to cancel your order as soon as possible. If you have ordered a custom item, we will need to check if it has been manufactured/fabricated yet in order to cancel and refund your order.
If your product has not been despatched but has already been customised, you cannot receive a refund.
COMPLAINTS PROCEDURE
We pride ourselves on the high level of customer care that we provide. We take complaints seriously and have efficient procedures in place to ensure that they are dealt with fairly and effectively.
If you have a complaint please email info@custom-splashbacks.co.uk or telephone 01305 779955 detailing the following:
Description of goods (please make this as informative as possible)
Contact name and telephone number and/or email address
We will endeavour to respond to your complaint within a maximum of 48 hours, providing a resolution to the complaint or at the very least a timescale for such resolution (you will of course be kept fully informed of its progress if this is the case). All complaints will be kept strictly confidential.