Jo Alexander Returns Policy
We want you to be delighted with your purchase! However, we do understand that there are occasions when you might change your mind once it's arrived, and if this is the case then you can return it within 30 days of receipt. A refund will then be made (minus the original delivery cost) as long as it is unused and in its original packaging. A collection charge will also be applicable.
All goods/furniture must be kept in a secure and dry place until the collection can be arranged (and placed back in its original packaging). Your refund will be made once the items have arrived safely back at our Warehouse.
We will be happy to exchange an item for a different product/item within the 30 day period. There will be delivery and collection charges involved and price adjustments made against the cost of the new item. Please contact the office direct to make the necessary arrangements.
(Note: We are unable to accept returns or carry out an exchange on 'Seconds' garden furniture. Such items are 'sold as seen').
What if an item is faulty?
In the rare event that an item arrives faulty or damaged, please notify us as soon as possible within the 30 day period. You may be asked to provide a photograph of the damaged goods initially, but arrangements will be made to repair or replace the damaged item at no charge to yourself, or a full refund will be made if this is your preference. Please keep the Faulty item(s) in their original packaging in a secure, dry place whilst free collection is arranged.
If a fault develops out of the 30 day return period, contact us on 01954 267857 so that we can discuss the fault with you and agree the best way forward. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse. (Please see our Guarantees section for more details).
How do I go about organising a return item?
If the item is relatively small and can be returned using the Post Office Services and you wish to organise and pay for this yourself, then please carefully re-package the item for its return journey and post to our Office address. Please call the Office to let us know that you are returning the item and your reason for the return. We strongly recommend that you obtain a free certificate of postage from the Post Office as we are only responsible for your parcel once it has been received into our Warehouse. Items lost in transit will not be treated as returned. Once received safely back at our Warehouse, your refund will be organised.
If the item is too large to return using the Post Office Services, then please contact the Office and arrangements will be made for the collection of the item(s), either via courier or via our Driver, (you will need to be at home to hand over the goods). A collection charge will be applicable in these cases and deducted from the refund amount.
How long will it take to deal with my refund?
Once your returned item has been received safely back at our Warehouse, we will then aim to action the refund of your monies within 2 working days. For orders that were placed via our Website, monies will be refunded back to your account direct and we will notify you by e-mail to inform you that your refund has been actioned. (Note: it can take up to 5 working days for this to show back in your account so please be patient). If your original payment was made by Cash, Cheque or Bank Card, then a refund will be made either by Cheque or BACS payment.