Refund policy

 

Returns Policy
As your product has been made to order for you we have a no-returns policy unless your product has arrived damaged – see Damages and issues below.
 
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it.  We require images of any damaged or defective product on the day of receipt to carry out an internal assessment.  Images should be sent by email to contractcustomerservices@jtellis.co.uk along with your order number.
 
Replacements
We will notify you by email once we’ve received and examined your images of any damaged or faulty goods.  If you have requested a replacement product/s and we have deemed after examination of the images of the damaged/faulty products that this is appropriate then we will advise you when your replacement product/s will be delivered.  There will be no additional delivery cost for this.
 
Refunds
We will only accept a refund situation in the event that your product is damaged beyond a full repair and we have confirmed this in writing and you have expressly asked for a refund instead of a product replacement.  In this case, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  In the event that a product has been damaged beyond repair from a product bundle purchase then the refund will only extend to the damaged product and not the full bundle.
 
If more than 15 business days have passed since we’ve approved your return, please contact us at contractcustomerservices@jtellis.co.uk stating your order number in all correspondence.