Delivery & Collection Terms 

Last updated: 18/10/2021

Please read before ordering from our website.

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DELIVERY LOCATIONS

(A) We can deliver to England, Wales, Mainland Scotland (excluding the Scottish Highlands). For these locations the CUSTOMER will see the delivery options and costs available during the order process on our WEBSITE. If you have requirements which are not met by our automated options please feel free to contact us at contact@robininteriors.com for a personalised delivery quote. Please note, if additional costs are required to meet your requirements an additional invoice will be raised. 

(B) We can deliver to Isle of Man, Isle of Wight, Guernsey, Jersey, Scottish Islands, Scottish Highlands, Northern Ireland. For these locations the CUSTOMER will be unable to checkout online as our automated delivery options are not available for these areas. Instead, we ask the CUSTOMER to please contact us at contact@robininteriors.com for a personalised delivery quote for an external carrier to deliver to your area. 

Please see below the following postcodes specified for the location terms used above:

Isle of Man: postcodes starting in IM1-9

Isle of Wight: postcodes starting in PO30-41

Guernsey: postcodes starting in GY1-10

Jersey: postcodes starting in JE1-3

Scottish Highlands and Islands: postcodes starting in PA20, PA39-49, PA60-68, PA70-78, KA27-28, IV51, PH42-44, KW1, KW15-17, ZE1-3, HS1-9

Northern Ireland: postcodes starting in BT1-94

The SELLER reserves the right to cancel any online CUSTOMER order should the shipping address not be in England, Wales and Mainland Scotland (excluding the Scottish Highlands).

The PRODUCTS are shipped to the delivery address that the CUSTOMER will have indicated during the ordering process.

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DELIVERY TIMESCALES

The SELLER offers a delivery service in accordance with the timescales shown against each PRODUCT on the WEBSITE during the order completion process - this refers to delivery locations (A). For delivery locations (B) a personalised delivery timescale will be provided.

Delivery timescales are understood to exclude weekends and public holidays.

The SELLER will make every reasonable effort to ensure the PRODUCT is dispatched and delivered within the estimated timescales published, however the SELLER cannot guarantee that the delivery will not be affected by unforeseen issues affecting the manufacturing or delivery of the PRODUCT. Therefore, delivery timescales are understood to be estimates.

If the SELLER is unable to meet the estimated dispatch or delivery date, the SELLER will contact the CUSTOMER with a revised estimated date as soon as this information in known.

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DELIVERY COSTS

Delivery costs for locations (A) and (B): are calculated based on the delivery method, delivery location, and PRODUCT dimensions and weights. The amount of these costs will be payable by the CUSTOMER in addition to the price of the PRODUCTS purchased.

Details of delivery costs for locations (A) are detailed on the WEBSITE during the order completion process. Typically for small/medium items a fee of £19.99 is charged, and for medium/large items a fee of £49.99 is charged. Please note the size allocated to the item is decided at the SELLERS discretion and cannot be changed.

Details of delivery costs for locations (B) will be detailed via email once contact has been made by the CUSTOMER for a personalised delivery quote. 

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DELIVERY PROCESS

The SELLER will submit the CUSTOMERS delivery request to Kinetic Logistics using the appropriate process

Kinetic Logistics will collect the PRODUCT(s) from the warehouse. The driver will check the barcode(s) of the PRODUCT(S)

Kinetic Logistics will provide the CUSTOMERS a three hour time slot, on a specific date via text message and email (typically 2-3 days prior to delivery). The CUSTOMER is required to accept/confirm this delivery option via text message or via email as instructed in the message from Kinetic Logistics. An alternative slot and date will be provided if this is deemed unsuitable for the CUSTOMER.

When the PRODUCT(s) is loaded onto the delivery vehicle a ‘personalised’ notification will be  sent, including a link for tracking

The driver will give the CUSTOMER a courtesy call up to 30 minutes prior to delivery

Kinetic Logistics will obtain a ‘time stamped’ signature plus any other relevant information (like photographs if any anomaly occurs) on delivery to the CUSTOMER

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DAMAGED/FAULTY/MISSING PRODUCTS ON DELIVERY

It is agreed that the CUSTOMER will notify the SELLER of any damage or partial loss observed during delivery, as soon as possible (ideally within 24 hours, however no longer than within 7 working days of delivery).

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Cancellation & Return Terms

(Distant Sales Contract) Last updated: 18/10/2021

Please read before ordering from our website.

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The SELLER hopes the CUSTOMER will be pleased with everything bought from the WEBSITE, however in the unfortunate circumstance that the CUSTOMER is unhappy with the PRODUCT, the CUSTOMER can return the PRODUCT(S) to the SELLER in accordance with your legal rights.

This policy is offered in addition to your legal rights.

It is the SELLERS responsibility to supply the CUSTOMER with goods that meet consumer rights. If the CUSTOMER has any concerns that the SELLER has not met legal obligations please contact us.

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CANCELLATION PERIOD

If the CUSTOMER does not wish to proceed with the contract, the CUSTOMER can cancel the contract according to the cancellation periods below:

a sales contract consisting of a single order delivered on a single day - within 14 days, starting the day after the day on which the goods come into the physical possession of the consumer or the person that they ask you to deliver the goods to

a sales contract consisting of an order for multiple lots or pieces that are delivered on different days / an order for multiple goods that are delivered on different days – within 14 days, starting the day after the day on which the last of the goods come into the physical possession of the consumer or the person that they ask you to deliver the goods to

Cancellation is only effective if the communication is sent by the CUSTOMER to the SELLER before the end of the cancellation period.

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CANCELLATION DECLARATION

To exercise the right, the CUSTOMER must communicate the decision to withdraw from the contract by means of an unambiguous declaration to the following address: contact@robininteriors.com. An example of an unambiguous cancellation declaration is as follows:

To Robin Interiors

I/We [*] hereby give notice that I/We [*] cancel my/our contract of purchase of the following goods [*]

Ordered on [*] / received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

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ADDITIONAL CANCELLATION TERMS

The PRODUCT must be carefully re-packaged by the CUSTOMER ready for collection in the full original packaging and with all the accessories delivered. If the original packaging is not available, the CUSTOMER is responsible to obtain an appropriate packaging option of equivalent quality, especially regarding level of protection of the PRODUCT(S) during transit.

The PRODUCT is only authorised to be returned/collected/transported by the SELLERS dedicated logistics partners. The PRODUCT will be collected by the SELLERS chosen logistics partner when cancellation has occurred. The CUSTOMER must allow the PRODUCT to be taken back by the logistics partner. The products must be sent back to: Kinetic Logistics – Robin Interiors Limited, 320 Heyford Park, Camp Road, Upper Heyford, Bicester, Oxfordshire, OX25 5HA

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CUSTOMER RETURN FEES

If the reason for cancellation is: faulty or mis-described: The costs incurred to return PRODUCT(S) are the responsibility of the SELLER e.g. the SELLER must bear the direct costs of returning the PRODUCT(S).

If the reason for cancellation is: change of mind: The costs incurred to return PRODUCT(S) are the responsibility of the CUSTOMER e.g. the CUSTOMER must bear the direct costs of returning the PRODUCT(S). For England, Wales, Mainland Scotland (excluding specified postcodes) the return cost will be £49.99 including VAT. For all other areas the return cost will be calculated as ‘price on application’.

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REFUND

If the reason for cancellation is ‘faulty or mis-described’: The original delivery costs incurred by the CUSTOMER will be refunded by the SELLER.

If the reason for cancellation is ‘change of mind’: The original delivery costs incurred by the CUSTOMER will be NOT refunded by the SELLER.

In the event of cancellation by the CUSTOMER, the SELLER agrees to reimburse the cost of the PRODUCT(S), no later than fourteen (14) days from the day the customer communicated the decision to cancel to the SELLER.

The refund will be completed via the original means of payment by the CUSTOMER used for the initial transaction, unless the CUSTOMER and SELLER expressly agrees on a different means.

The SELLER has the right to deduct an amount from the refund (or charge a CUSTOMER) if the SELLER deems the CUSTOMER has diminished the value of the PRODUCT(S) by testing/handling the PRODUCT(S) beyond what is necessary to establish their nature, characteristics and function. Regulations establish handling the PRODUCT(S) in a way beyond what might reasonably be allowed in a shop, is not acceptable. Regulations provide the following example to attempt to illustrate this concept: a consumer returns flat pack furniture, which they have clearly attempted to assemble by opening packs of screws and trying to put parts together. The consumer has not acted reasonably and you can make a deduction for diminishing the value.

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TIME PERIODS

All time periods quoted in this policy will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes all cancellation periods and the time limits for returning goods, providing refunds, etc.

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