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365 days to think about it*

*Retail customers only. Trade Account holders please see Trade Returns.


Returns

If you’re not happy with your purchase, for any reason, we offer a 30 day no-quibble returns and refund policy.

Unlike many of our competitors, we’ll even come and collect it, at a time and place that’s convenient for you. A collection fee will apply (see Charges).**


Exchanges

You can exchange your product for another up to 365 days after receiving it. Simply call us on 0344 804 48 48 and we’ll arrange for a courier to collect the returned item(s) or send you a prepaid returns label. We’ll also be happy to arrange for any alternative items to be sent to you.

Within 30 days you can exchange your product for another. You WON’T have to pay the costs associated with the return, although you will still be charged the delivery cost for your new item if applicable.

After 30 days, you can exchange your product for another up to 365 days after receiving it. A redelivery/collection fee will apply (see Charges).

Before returning your items, please complete the returns section of your delivery note. If you don't have this, you can download a returns form here.

**Collection & redelivery fees may apply. Please see “Charges” section below. 365 day exchange not available for Trade customers. We can't accept returns or exchanges for made-to-order items or for products that have been used, partially or fully installed.


Damaged goods

Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged.

Please make sure you inspect your goods as soon as you receive them and let us know within 21 days of receipt if an item is damaged, by calling us on 0344 804 48 48. Once the damage has been confirmed, we’ll ensure it’s replaced free of charge, and with the minimum of fuss.

In the case of tiles, it is not unusual to have a small proportion of the tiles broken to some degree (e.g. chipped edges). These damaged tiles can be used for the cuts you will need to make. If you find an unacceptable proportion of your tiles are damaged please contact us on 0344 804 48 48.

Made-to-order items will be inspected with you by our team upon delivery.


Return of faulty goods

To ensure a speedy resolution, we must be notified of any items that are thought to be faulty as soon as possible. We cannot accept responsibility for any loss or damage suffered or incurred as a consequence of failure or delay in reporting defects promptly.

Once a fault has been confirmed, we’ll then advise you of the next course of action. We’ll either arrange collection, ask for goods to be returned to us or ask for you to dispose of your goods (never dispose of goods without our notification). After inspecting your goods, we do ask that any damage be reported as soon as possible to ensure a quick and effective resolution.

The remedy available to the purchaser (or where relevant, the first end user) once the fault has been confirmed, under this standard guarantee is the right to have any products replaced. VictoriaPlum.com will only be responsible for any repair work which arises as a direct consequence of a manufacturing defect in the product(s). We will not be responsible for, or have any liability to pay for, any losses (financial or otherwise) that are not directly associated with the manufacturing defect that causes you to claim under this standard guarantee.


Wallpaper

Please do not return unwanted wallpaper to the address below. Instead, please see our wallpaper returns information for further instructions.


Charges

Exchanging a product within 30 days of purchase

Exchanging a product outside of 30 days from purchase but within 365 days

Returning a product for refund within 30 days of purchase


Just a few things to note


Our returns address

VictoriaPlum.com Watervole Way First Point Business Park Doncaster DN4 5JP

If you have any further queries about returning an item, please call us on 0344 804 48 48 or click on the online chat button.

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