Refund Policy
CANCELLATIONS BEFORE DISPATCH
If you wish to cancel your order this can be done free of charge within 7 days after the initial purchase date. Please email us at support@comfola.com
If you decide to cancel an order after 7 days of your initial purchase, in this case there will be a minimum 15% restocking fee from the full order value as specified below in this Returns policy. You must then confirm your wish to cancel the order in writing via email to support@comfola.com
In the email please write the purchase order number, Full name, and Address.
Your order will not be considered canceled until notification in writing or via email is received and acknowledged.
CANCELLATIONS AFTER DISPATCH
If you decide to cancel an order after the product(s) have been dispatched and commenced their carriage to you please email us at support@comfola.com we may, at our discretion, charge you for the return carriage of those product(s) which will be deducted from any refund issued. We advise you to check the status of your order before you request cancellation. Any charges will be communicated to you before we confirm the cancellation.
CHANGE OF MIND RETURNS
You may return any delivered product(s) you have purchased within 100 days after the day of purchase for any reason; these are subject to a minimum 30% restocking fee and charges for the return of the products.
To do so you must notify us in writing or via email to support@comfola.com stating the reason for the return. If you are returning a product for any change of mind reason you must arrange to return the products to us or to our suppliers and you will be responsible for any carriage charges incurred.
All returned products must be returned ‘as new’; if you have opened the package you must have done so without damaging or marking the product or packaging. All items will be checked upon return before the relevant action is taken. All items are to be returned within 14 days of cancellation.
Please note you have a duty of care to make sure that the items are sufficiently packaged to prevent damage occurring during their return. Failure to ensure this may result in action being taken against you for damaged items. If the item is damaged on arrival at our point of delivery we will notify you and you may need to make a claim against your carrier. The goods may then be collected from us. We cannot process a refund for goods damaged in transit when sent back to us.
Before you request or arrange the return of a product, please read the information below carefully. Please note that if applicable, all parts must be checked before assembly to make sure they are all there and that you are happy with the quality, once fully assembled has been commenced the purchase price cannot be refunded.
DAMAGED OR BROKEN ON ARRIVAL (CANCELING THE ORDER)
In all cases for damaged items or broken items on delivery where you wish to cancel the order and return the goods (damage must be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item you are returning. Electronic files should be forwarded to us by email to support@comfola.com. We will then collect the item(s) from you if applicable, you will receive a full refund once the goods have been delivered to us and have been inspected. We cannot accept back for a full refund any item which has been assembled, incorrectly assembled causing a fault, accepted or used. Please note you have to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods will remain in your responsibility until received by us.
DAMAGED OR BROKEN ON ARRIVAL (REPLACEMENT PARTS OR ITEM)
In all cases for damaged items or broken items on delivery where you wish to have a replacement or parts sent (damage to be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item. Electronic files should be forwarded to us by email to support@comfola.com. We can then arrange to send replacement parts or if this is not possible we can then arrange to collect the item(s) from you. Once the goods have been returned we will then issue a replacement within our normal delivery schedule. This does not affect your statutory rights. Please note you have a duty of care to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.
We reserve the right to provide replacement parts(s) or where this is not possible a complete replacement for a damaged product.
Please note that a collection cannot be arranged without a customer signature. This will be arranged at your convenience. You may, on occasion, be asked to dispose of the garden furniture.
DAMAGE REPORTED AFTER 48 HOURS OF DELIVERY
We cannot accept any claims for damages that are not reported after 48 hours.
ITEM RECEIVED IS NOT WHAT YOU ORDERED
If the product delivered is not what you ordered, or does not correspond fully with its item description and you wish to discuss this please notify us immediately on email support@comfola.com as soon as possible.
BESPOKE INSTALLATION REQUESTS
Please be noted that if you modify the construction elements or change any original parts to other parts during installation and without our previous confirmation, this will result in your product warranty to be voided.
ITEM IS FAULTY ON DELIVERY
If an item becomes faulty within the first 10 days please do not use the goods, please notify us as soon as practicable on email us at support@comfola.com to inform us of the problem. We can then arrange for a replacement or refund as required. In both cases we will arrange to collect the goods at our expense and examine them. If the goods prove to be faulty we can then arrange for a replacement to be sent or to refund you the cost of your purchase if you wish to do so.
Please note you have a duty of care to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent damage. The goods remain your responsibility until received in a satisfactory condition by ourselves.
FAULTY ITEMS
Should any items become faulty after purchase please stop using and contact us on email support@comfola.com as soon as possible so we may come to an amicable solution regarding the problem.
PACKAGES/PARCELS MISSING ON DELIVERY
The delivery note which you sign will clearly state how many parcels should be delivered. If parcels are missing on delivery please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2 working days) of delivery on email support@comfola.com detailing the parcels missing. If we receive a signature on a delivery note stating that all parcels have been delivered we cannot accept any claims after this for missing parcels.
PARTS MISSING FOLLOWING DELIVERY
Please notify any missing parts following the inspection of the goods. Please notify us within 7 days of delivery on email support@comfola.com detailing the parts and giving part numbers if applicable. You may also send in photos or an illustration if this would help identify the missing part(s). On receipt of the information we will arrange for the relevant part(s) to be sent out to you. Please note that all parts must be checked before assembly to make sure they are all there, once assembly has commenced the purchase price cannot be refunded. (Please note this is not to be confused with missing parcels as detailed above)
It would be helpful if you can quote the original packaging reference number when contacting us.
PARTS MISSING AFTER 7 DAYS OF DELIVERY
We cannot accept liability for part(s) missing if they are reported more than 7 days after delivery.
GENERAL RETURN INFORMATION
We will not accept returns or cancellations if the product(s) have been altered by applying chemicals or paints to the surfaces or by altering or customizing the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered and it is your responsibility to take reasonable care of these items. If products were delivered flat packed they must be returned in the same way including complete disassembly. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain your responsibility until they are received by us in an undamaged condition. Your statutory rights are not affected.
Refunds (where applicable) will be processed within 30 days after receiving the product. This is the maximum amount of days, but we will do our best to issue refunds as soon as possible.
WHO PAYS FOR THE RETURN COSTS?
This depends on the reason for the return. If a product is incorrect, faulty or damaged we will cover the costs of the return and the cost of delivering a replacement.
If you decide to return the product because you have changed your mind, then we will not cover the cost of the return and it is up to you to return the product to us in a re-saleable condition. Once we have received the unwanted item back, we will inspect the product to ensure it is not damaged and then issue a refund for the value of the product minus delivery costs and 30% restocking fee.
STRUCTURAL GUARANTEE
We will however always attempt to resolve any issues with a product that may have become faulty in some way, we will always offer the advice to rectify the situation or even replace the damaged part if necessary, If there are any costs involved they will be submitted to the customer before any work commences.
BEYOND 100 DAYS
After 100 days from purchase, it is the responsibility (this includes both cost and effort) of the customer to contact support@comfola.com if you are returning any goods to us in the event of any undisputed claim. In the event of any claim the customer must provide proof of purchase in the form of the original sales invoice or the proof of payment method.