Returns and Cancelled orders
In the unlikely event that you wish to return a product there are costs which are chargeable.
When you contact us please quote:
Your delivery note number or customer reference number (from your invoice).
Your name and post code
- Please note it is expensive to return made to order 2 man delivery cabinets
Damaged items should be refused and will only be considered if the delivery note is signed as damaged.
If you keep a damaged item, the delivery note must clearly state that an item is damaged.
ebonium will not accept any liability for damage notified if the delivery note is signed for as undamaged.
- Our delivery team will issue you with a disclaimer if you want the product left in it's packaging, we do not accept claims for items that are not unpacked during a 2-man delivery.
The delivery service will unwrap the product for inspection and it is the customer's responsibility to check the product before the delivery team depart.
We resolve these issues quickly.
If you sign for the product and do not check it, then a claim will not be considered for damage.
Damages must be notified to ebonium within 24 hours of receipt, our delivery teams are very good and help check product (except Next Day service and small courier items and accessories)
We don't get many damages, which is why we partner with 2-man delivery partners and use DPD for small courier items
Items that are bought, but are too large to deliver will not be refunded
All products have dimensions on the relevant page, so please check before ordering or phone us for advice
Large cupboards and units are heavy and wide so please check access
Made to order items cannot be returned unless agreed in writing by ebonium limited.
We deliver newly made products.
The items labelled with lead times of 15-28 days are not stock items, they are made to order.
We are an independent e-tailer and not the manufacturer.
Please note a made to order item has a delivery lead time of 15 days or more.
Due to the huge range of products available from the manufacturer most coloured products are made to order.
Keys are non-refundable (please check the lock before ordering and sometimes an old lock gets stiff and requires lubrication)
Accessories are non- refundable, please check with us when ordering shelves or internal accessories for cabinets and cupboards.
Should you wish to cancel or return your order we will of course try and help.
For Stock items
For Products with a lead time of under 10 days or stocked you can cancel an order 48 hours before delivery with a 10% handling fee.
For Stocked items that are cancelled on the day before delivery there will be a cancellation fee of 25% to cover the delivery charge applied for cancelling:
For Stocked products cancelled on or during delivery there is a minimum cancellation fee of £70 per unit, we do this to cover the cost of delivery and return with our delivery service
- You can return a stocked item that has delivered to you, in the original packaging to our Camberley warehouse at your own expense with a 25% handling fee to cover re-stock and outward delivery charges
For Made to order items with a lead time of 15 days or more
You can cancel a made to order new items within 7 days of the initial order date with no charge and a full refund
There will be a cancellation charge of
50% of the order value for orders cancelled 7 -14 days after the original order date as the product cannot be cancelled and will be put into stock
70% of the order value for orders cancelled 15 days or more after the original order date as the product is made and delivered into our warehouse.
- 70% of the order value for delivered items if notified within 7 days of the delivery date and the product is returned to ebonium at the address below in the original packaging, if ebonium collect the product there is an additional fee of £70 per cabinet/unit for collection
We will advise the collection company to collect the items at a time agreed by both parties within 5-7 days of notification.
The collection company will inspect the product and wrap the product for safe transit if the item was delivered and packaging removed.
Please ensure the unit is clean and undamaged and that any paperwork is attached (so we can trace your return).
Do not post it to us as this may invalidate your refund without an agreement
Units must be returned in a saleable condition, any product returned by the customer must be in a perfect condition and will be checked on receipt into our warehouse/returns department
Small courier items should be returned at the customer cost to us. We reserve the right to with-hold £9.99 for the outbound cost
- Returns should be sent to:
- ebonium limited
- Unit 4 Craven Court
- Stanhope Road
- GU15 3BS
- Please note your original order number and mark the item as RETURNS
Returns after 7 days
Items cannot be returned after 7 days.
European Law - Your statutory rights
At ebonium we want you to be happy with every purchase you make. However, we do anticipate that you may wish to return an item. For this reason we offer a seven (7) day returns policy for stock items.
By law, customers in the European Union have the right to withdraw from the purchase of an item within seven (7) working days after the date the item is delivered less any notified costs and for made to order items we advise that 75% of the product cost will be retained.
Therefore if you do wish to return an item you must inform us within seven (7) working days starting with the day on which they are delivered.
You must ensure that you take reasonable care of the goods and return them to us at your cost.
We will refund the money as soon as possible and at the latest within 30 (thirty) days of receiving written notice of your decision to cancel.
These returns details were up-dated in January 2019