Return of Goods Policy

Do not return Goods to us without following the steps below. We will not be liable for any Goods returned to us that do not follow this procedure.

You have a statutory duty to take reasonable care of the Goods whilst they are in your possession and up until the time when the Goods are physically returned to us. Notwithstanding any rights you have as a "consumer" under the Consumer Protection (Distance Selling) Regulations 2000 ("The Regulations") in relation to cancellation of an order or returning Goods to us, if any damage is caused to the Goods whilst they are in your possession, we may have a claim against you for breach of that statutory duty.

Before returning any Goods to us we request that you contact us to inform us that Goods are being returned and to obtain a returns reference number. You can do this either:

By phone on 0845 270 9835

In writing to IQ Living, Wolseley UK Ltd, PO Box 33, Shire Business Park, Worcester, WR4 9FA

By e-mail at customer.services@iq-living.co.uk

Should you wish to return an unwanted item you may do so by calling us to return the product(s) in an unused condition within 8 working days from date of receipt. We aim to issue a full refund of the price of the item(s). Except where otherwise agreed, you are responsible for returning the Goods to us and the associated costs. We ask that you please ensure that you obtain adequate proof of postage as we will not be liable for any Goods that are lost or damaged in transit without this.

In returning the Goods to us we request that you comply with the following requirements:

1. you state your original order reference number on any correspondence sent with the returned Goods to assist us in dealing with any refund efficiently;
2. return all the original packaging, where possible to do so;
3. the Goods are packaged securely taking reasonable measures where possible to prevent damage in transit;
4. on the outside of the parcel packaging, clearly mark the returns reference number and our postal address.

For large items/pallet deliveries we will make arrangements to collect them at our earliest convenience but please be aware that a standard charge of £34.50 will be levied and is required in full prior to collection. All items collected by IQ Living will be subject to an inspection by our driver before being authorised for return. No returns will be accepted outside of 28 days. All returns notified within 8 working days will be collected within 28 days by IQ Living.

Order Error
In the event of a product being ordered by error please notify us within 8 working days of receipt of the goods from which we will arrange for collection and a subsequent refund to be issued.

Faulty Goods
In the event that a product you purchased is deemed faulty pre installation, a refund may be offered subject to a manufacturers’ inspection. For those products found to be faulty post installation the manufacturer must be contacted in the first instance for an authorisation reference and will only be returned on authorisation from the manufacturer. Please be aware that all Faulty Goods requests must be notified verbally with a member of the IQ Living customer service team in order to be processed.

Where we accept the return of the Goods, we will provide you with either a replacement or a full refund, as per your request, with any refund being issued within 28 days of being notified of your intention to cancel.

Damaged Goods
Notification of damaged goods must be made verbally within 8 working days of receipt of the goods. IQ Living must advise that all goods must be inspected in full on delivery with any visible imperfections signed for as “Damaged on arrival”, or have the delivery refused. Where goods cannot be inspected on delivery they must be signed as “Unchecked”. Products signed “Unchecked” must be inspected in full within 8 working days. If we receive no notification verbally within 8 working days of delivery, you shall be deemed to have accepted the goods. All Damaged Goods requests must be notified verbally with one of our customer service representatives.

Where Goods have been damaged whilst in your possession we shall not be obliged to accept the return of those Goods.

Parts Missing
Where a component(s) is deemed to be missing from a product the manufacturer must be contacted to obtain a replacement part as IQ Living does not hold stock of any product spares. Should you encounter any issues please contact IQ Living who will work on your behalf in rectifying the issue.

Should you have any further questions regarding our returns process then please call one of our IQ Living customer service advisors on 0845 270 9835.

This Returns Policy does not affect your statutory rights.