Terms & Conditions

UK Returns Policy

A personal note

In short, we will do everything we can to ensure you are satisfied with your purchase, customer satisfaction is the heart of our business. Just contact us.

You will be dealing directly with me, Stacey the business owner.

We have to set out a detailed returns policy on our website to comply with UK law.

Your rights to return goods bought from ANY Internet shop are protected by The Consumer Protection (Distance Selling) Regulations 2000, which can be found at: hmso.gov.uk/si/si2000/20002334.htm

Unfortunately unscrupulous characters do exist, we ask them not to abuse our returns policy.  Any attempt to defraud us will be passed to the authorities.

Our Terms

General

Before returning any goods you must contact us first. We understand that occasionally customers wish to return items and we are happy to meet our obligations to refund according to our policy below:

  1. In all cases you must contact us within 7 days of receiving the item. This can be via email or phone but we will need a written record of your request within 7 days, so please email sales@tenchtreasures.co.uk in the first instance.
  2. Provide the reason for return and the item description.
  3. You will then be supplied with a returns number, our easy to follow instructions and the return delivery address. 
  4. When refunded you can expect a refund in the same form of payment originally used for purchase within a few working days of our receiving your return. Unless agreed otherwise.

Wrongly described or Incorrect item

As we deal in second hand items, you should expect a level of wear and tear related to its age. Anything with serious damage will be highlighted on the item description and will be annotated As Found. In the first instance we advise that you request a Condition Report via the Contact Us section of the Website. This will give you a fully accurate description of any damage or issues the item has. 

If you believe the item has been misrepresented or somehow we sent you a different item to the one you selected and paid for then please e-mail me at sales@tenchtreasures.co.uk within 7 days of receipt of the goods. It is important you provide a description of the item you received, the item reference number on the receipt supplied with your item and the item reference on your pay pal receipt.

You will be given a returns number and return address and instructions regarding the return posting method or courier service, please send back the item and we will issue a full refund for the price you paid and your return carriage costs if you insert proof of this cost within the package. Refunded amounts are strictly limited to the price paid for items and where applicable the return postage service fee only. Please see "Exceptions" below.

Change of mind

If the goods have been delivered and you decide you do not want to keep them, you MUST inform us of your intention to return them to us within 7 days of receipt of the goods by e-mail to sales@tenchtreasures.co.uk, you will need to give the item reference number and description. The item reference number will be listed on your written receipt (included with your delivery) and it can also be found against your payment receipt which will have been e-mailed to you.

The item must be returned using the same delivery method (signed for and insured for the correct amount) as it was supplied. It must be packaged with due care and using the same or equivalent packaging materials and methods as it was supplied to you. If you choose to use an alternative courier to us then you MUST check that the insurance covers damage to Antiques and Collectables or the material or type of object as you are solely responsible for any postage issues. The cost and method of returning the goods to us must be borne/arranged by you and the item must be back to the specified return address within 14 days of purchase, undamaged, in its original condition and packaging. Any items returned which fail to comply with the above may affect our ability to issue a full refund. Please see "Exceptions" below.

We will refund the cost of the item less our initial delivery costs.  If you are returning item(s) due to change of mind under the distance selling rules, then the refund will be the price paid minus our original cost to post the item to you. We will inform you of these costs. We do not charge a restocking fee.

Damaged item

We take every possible precaution to prevent damage in transit and go beyond the packaging requirements for all our items. We personally package and check thoroughly before final dispatch takes place. However we have little control during transit other than the prior selection of reputable postage and courier services.

If your item(s) have been damaged in transit, you can return the item(s) within 14 days of receipt for a refund providing you notify us of such damage within 7 days of receipt of the goods. Please e-mail sales@tenchtreasures.co.uk, quoting your order number for a returns authorisation code and returns delivery address details.

We will need to pass details of the damage to the courier company or royal mail. You will need to provide a statement confirming the damage and keep a photograph of the damaged package or item. This information will need to be passed to the courier company.

Exceptions

If we have sourced an item for you on request or provided any personalised service regarding the item (alterations, cleaning, refurbishment) or provided personalised bespoke delivery services.