Returns and Refund Policy
This returns and refund policy sets out the related policy for goods purchased by Consumers and Businesses through the online store operated by Perfect Awnings.
Consumer Rights and Protection
1. Under the Consumer Contracts Regulations (CCR) and subject to clause 3, Consumers (and not Businesses) are entitled to a refund of the original purchase price for the goods, if they change your mind about a purchase made within 14 days after the date of delivery. The original postage and packaging charges will also be refunded. Consumers are not entitled to a refund of the cost incurred in returning the item to us.
2. Our standard returns policy, subject to clause 3, meets our CCR obligations and entitles you to a full refund of the purchase price and original postage and packaging charges if you change your mind (i.e. the goods provided are not faulty or were not described properly) within 14 days.
3. To be eligible for a full refund, in accordance with the regulations, the item must cost over £42, not be a special order and must be unused and in the same condition that you received it. You must ensure that the goods are returned with the original packaging, undamaged. In accordance with CCR, a deduction can be made as a result of you handling the goods or packaging more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.
4. If the item you purchased was faulty or did not work properly, or you think the item was not as per the item description, please contact us first, before requesting a return / refund as we may be able to resolve the problem to your satisfaction. If the matter cannot be resolved without the goods being returned, then we will deal with the matter under the Consumer Rights Act 2015 as follows. All Thule products are covered by the Thule 2 year warranty, and if any warranty related matters occur, a Thule warranty form will be issued for completion by the customer. Thule will be solely responsible for the decision on the way forward with the claim and we will pass that decision on to the customer and act upon any instructions provided by Thule. If goods are confirmed as faulty (and unrepairable) within the first 14 days, by Thule, then we will provide a replacement if required or a full refund within 30 days.
5. Where you would like to return a physical product you have purchased, please contact us first, to enable us to agree that you should return the item and we will advise the returns address and reference details to be used.
6. To obtain a refund for any service provided directly by Perfect Awnings, please contact us for further information about how this can be done. Any queries regarding services provided by 3rd party suppliers such as AWS members or other trade installers should be directed to the provider concerned.
7. Once your return is received and inspected, we'll contact you to let you know whether your refund can be processed (see points 3 and 4). A refund will be provided via your original payment method within 10 business days. We will withhold all refunds until the goods are returned (or acceptable evidence of return is provided).
8. If you haven't received notification of a refund within 10 business days, please check your bank account or card statement to make sure it hasn't been received and then contact your bank or card company as some may take a number of additional days to credit your account.
9. If item(s) were purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).
10. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.
11. If the consumer wishes to return any item (not covered under warranty or the Consumer Rights Act) outside of the initial 14 day period, than this will need to be agreed with us prior to returning and will be subject to a 15% handling charge, which will be deducted from any refund. This applies to both refunds and exchanges.
12. For any international sales, the buyer will be responsible for all return/exchange related costs in all circumstances.
Business to Business (B2B) Sales
1. All B2B sales will be regulated under The Electronic Commerce (EC Directive) Regulations 2002 (ECR) and we can confirm that the following information is all contained on the home page of the website and included with all orders:
Company name and registration number, Company VAT number, Postal Address and Registered Office Address and email address.
All orders will also contain details of Prices of goods, and whether they are inclusive of taxes and delivery costs.
2. The process for B2B sales will follow one of these purchasing routes:
2.1 Self Service
Customer self selects products from the website and puts them into their basket and proceeds to checkout at which point the cost of delivery (if any) will be detailed.
Before paying for the products by credit/debit card, the customer should ensure they have purchased the correct items at an acceptable price and they will also be required to confirm they have read the T&Cs including this policy.
2.2 Order Following Technical Advice
The customer may request written technical/sales support to determine the correct products to meet their requirements.
The customer then self selects products from the website based on advice provided and puts them into their basket and proceeds to checkout at which point the cost of delivery (if any) will be detailed.
Before paying for the products by credit/debit card, the customer should ensure they have purchased the correct items at an acceptable price and they will also be required to confirm they have read the T&Cs including this policy.
2.3 Order Following Quotation
The customer will detail their requirements in writing and ask Perfect Awnings for a written quotation detailing the products needed to meet their requirements. The quotation will provide costs including any VAT and delivery charges and the customer will purchase the items by selecting the 'Make Your Secure Payment' button on the Quote.
This will ensure the order will be placed as configured and priced in the quotation. Before paying for the products by credit/debit card, the customer should ensure they have purchased the correct items at an acceptable price and they will also be required to confirm they have read the T&Cs including this policy.
3. B2B Returns
3.1 All purchases of Thule products are covered by the Thule 2 year warranty and if any warranty related matters occur, a Thule warranty form will be issued for completion by the customer. Thule will be solely responsible for the decision on the way forward with the claim and we will pass that decision on to the customer and act upon any instructions provided by Thule. If goods are confirmed as faulty (and unrepairable) by Thule within the first 14 days, then we will provide a replacement if required or a full refund within 30 days.
3.2 Any items which have been purchased, and do not meet the customers written requirements as requested in 2.2 and 2.3, will be accepted (subject to clause 4) for return back to Perfect Awnings and a suitable exchange item will be provided. The customer will be responsible for any increased cost associated with the exchange and Perfect Awnings will provide a refund where the cost is less. If a suitable exchange item is not available, a full refund of the original price (subject to clause 4) including delivery price will be provided. In all circumstances the customer is responsible for the return cost of delivery.
The Thule configurator and Installation guides will be used to determine if the customers written requirements have been met and will be the final arbitrator of any dispute. Returns will not be permitted if the customer has agreed they do not want to follow the published Thule guidance.
3.3 Any items which have been purchased in error by the customer, or ordered as a special order item, may not be returned, unless written agreement has been provided by Perfect Awnings. In the case where Perfect Awnings agrees a return can be made as an exception to this policy, then the customer will be responsible for the return cost of the delivery and any refund will also be subject to a 15% handling charge, which will be deducted from the refund. This applies to both refunds and exchanges.
4. To be eligible for a full refund, the item must be unused and in the same condition that you received it. You must ensure that the goods are clean and returned with the original packaging undamaged. A deduction can be made as a result of you handling the goods or packaging more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.
5. For any international sales, the buyer will be responsible for all return/exchange related costs in all circumstances.