Antler Chandeliers UK | Refund Policy & How To Return
We are confident you will love your purchase, but if for any reason you are not satisfied please follow the instructions below to make an exchange or return.
Please note our returns policy has two (2) separate sections:
SECTION (A) For imitation faux antler products
SECTION (B) For real antler products
SECTION (A) For imitation faux antler products:
1) After receiving your order you have 14 days to let us know if you wish to return or exchange it by sending an email to firstname.lastname@example.org. Please attach proof of purchase to the email.
2) To be eligible for a return or exchange please make sure your item is unused and in the same condition you received it. It must also be in the original packaging. Should your returned goods show signs of unreasonable use that has led to a diminished value, a proportional amount will be deducted from the refund amount.
3) Returned goods should be sent to Antler Chandeliers UK by the buyer at their own cost and these costs are non-refundable. If you need help with sending something back we can help arrange a pick up for you, the price of which will be deducted from the refund amount.
4) Once we have received your returned item/s and they have been checked, the payment card used will be refunded within 7 working days provided the returned items are in the correct condition.
5) Please note, returned items received after 30 days (from letting us know) will not be eligible for refund or exchange.
6) If your item arrives defective or damaged please let us know immediately and send us 2 clear photos of the damage/defect to us via email so that we can discuss a resolution. If the damage is minor we will arrange replacement parts to be sent out to you free of charge. If the damage is significant we will arrange for a replacement item to be sent to you. In this instance we will arrange for the collection of the damaged/defective items, and pay the associated costs.
7) For exchanges we only replace items if they are defective or damaged.
Note: If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. It is your responsibility to ensure we receive your returned item.
SECTION (B) For real antler products:
1) All of our real antler products are made to order with lead-times between 2-4 weeks from receipt of payment. Therefore, all sales are final and we do not accept cancellations or exchanges.
2) If you have received a damaged or defective item, please email us at email@example.com and we will work with you to resolve the issue as quickly as possible. If the damage is minor we will arrange replacement parts to be sent out to you immediately free of charge. If this does not resolve the issue we will then offer you a proportional refund based on the extent of the damage. If you choose not to accept either of these resolutions we will upon receipt of your damaged or defective item ship out a replacement to you, or offer you a refund of the purchase price of your item.
3) Antler Chandeliers UK Ltd is not responsible for lost or stolen packages confirmed to be delivered to the address given when ordering by our couriers.
A final word. We are sorry if something wasn’t quite right with your order this time. We very much look forward to helping you resolve any issues and of course welcome you back to shop with us again where we promise to do better.
RETURN EMAIL: firstname.lastname@example.org