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Returns & Faulty Policy

 Damaged Goods, breakages, shortages and Incorrect goods

48 Hour Checking Period

Please ensure all goods are checked immediately after receiving delivery. We ask you Please provide a basic inspection of the goods within 48 hours of receiving the delivery to ensure:

  • You are happy with the goods you have purchased
  • There are no apparent breakages on delivery
  • There are no obvious physical faults or glass damages with the goods
  • You have received the correct goods you have ordered and there are no shortages

If there are any queries on delivery please contact us in writing immediately to sales@oceanstores.co.uk

You Must Provide Photographic images of the faults or breakages being reported before we can proceed further in getting replacements.

If breakages or damages are reported after the 48 hour checking period we will make every effort to get replacement parts (if possible).  Replacement parts are however may be chargeable after the checking period.

Returns and refunds

  • We accept unused, unfitted boxed returns for a refund or an exchange providing we are notified in writing within 14 working days of receiving the goods by completing the online return products form.
  • Please note we will not accept goods back for a refund or an exchange if we are notified in writing after 14 working days of receiving the goods.  A telephone call is not sufficient.
  • You must take care of the goods whilst in your possession.
  • A receipt or proof of purchase is needed for all returns and refunds
  • Please note all unwanted goods are to be returned at the customers cost.

Step by step procedure for returning unwanted goods

  1. You have until the 14th working day of receiving the goods to report unwanted goods.  This must be done in writing by completing the online return products form which is situated at the bottom of the homepage.  ( A link to the return products form is also at the end of this section). Please note a telephone call is not sufficient.

     2.  When completing the return product form the below information is  required:

  • Name on invoice
  • Order reference
  • Address
  • Email address
  • Contact number
  • Date of purchase
  • Date received the goods
  • Number of items wanting to return
  • Item code, item name and quantity
  • Have you have the goods for less than 7 working days?
  • Reason for returning the goods
  • Are the goods unfitted, unused, in original packaging and in a re-saleable condition?
  • If would like an exchange or a full refund?
  • Additional information

    3. Once you have completed the above return products form this will automatically email the sales team.  You will also receive an automated message to confirm the form has been received.  If you do not receive this immediately please contact the sales team immediately as it could mean the form has not been received.  Please then await a reply from the sales team.  The sales team will reply to all return products requests within 48 hours.

    4. Please note if you are given authorization from the sales team to return unwanted goods, all goods need to be sent back to us in the condition they were delivered.  This means all items must be parceled in an outer box and well packaged with additional packaging to reduce risk of damage upon return.  We cannot be held responsible for any damages upon return if goods are not adequately packaged.  If goods are returned in just the item box and no outer box the goods will not be accepted by our warehouse staff and therefore be returned back to you. Please put inside the box a copy of the invoice given or a note explaining why you are returning the goods with your name and address on the note and that authorization has been given.

    5.  Please note unwanted goods will not be accepted back for a refund or an exchange until authorization has been given from the sales team.

    6.  Please note all unwanted goods must be returned at the customers cost.  Items can be sent back by the post office by using Royal Mail or Parcel Force or by a courier company.  Please ensure you ask for proof of posting from the post office as proof you have sent the package.  The post office does not charge for this service.

   7.  The address of which all returns are to be sent is:

        Ocean Stores (Ocean Lighting), Returns Department, Ocean House, Cargo Fleet Lane, Middlesbrough, TS3 8DA

   8.  Once we receive receive the goods we will inspect the goods.  Providing the goods are:

  • Unfitted, unused and in a re-saleable condition
  • Returned in original item box with no damages and all parts of the goods received.

We will offer an exchange or refund.  Refunds are within 14 days via the payment method you purchased the items with.  If you require an exchange outbound delivery charges will apply. Goods were are not in the item box are classed as un-resaleable and only an exchange will be offered.

Please note they will be a 20% restocking charge for all goods returned in store only which are unsuitable or ordered through error. 

 

Click here to complete the returns form.

 

 

Faulty Goods

  • Please provide a basic inspection of the goods immediately after delivery and report any faults in writing by completing the online report faulty form.  A telephone call is not sufficient.
  • If faulty the company's liability shall be limited to, at the company's option sending a spare part, replacing the goods, refunding the price of the goods or offering an exchange.
  • If a fault, breakage, damage or shortage is discovered upon checking the item after delivery please do not fit the goods.
  • Immediate replacements for damaged goods will be charged and credit issued on the return of the damaged goods to the company in the original packaging.
  • Most goods have a manufacturing guarantee of 1 year. Please note the finish of outdoor lights is guaranteed for one year except within five miles of the coastline.
  • Manufacturing faults sent back within 6 months of purchase will need a proof of postage receipt.
  • A receipt or proof of purchase is needed for all returns and refunds.
  • If goods are delivered to another address after the delivery address we shall not be held responsible for any breakages, defects or claims that either arise or can be reasonably assured to have risen during onward transit.

Step by step procedure for reporting faulty goods

 

  1. Report the fault of the goods in writing by completing the online report faulty form which is situated at the bottom of the homepage.  (A link to  the report faulty form is also at the end of this section). A telephone call is not sufficient.
  2. When completing the faulty goods form the below information is required:
  • Name on invoice
  • Order reference
  • Address
  • Email address
  • Contact number
  • Date of purchase
  • Number of faulty items
  • Item code, name and quantity
  • Checked within 48 hours of receiving delivery YES/NO
  • If would like a replacement or full refund?
  • Additional information
  • There is also an option to upload a picture to help clarify or explain the fault or damage.

    3.  Once you have completed the above faulty products form this will automatically email the sales team. You will also receive an automated message to confirm the form has been received.  If you do not receive this immediately please contact the sales team immediately as it could mean the form has not been received.  Please then await a reply from the sales team. The sales team will reply to all faulty products forms within 48 hours.

 

    4.  Once the sales team have assessed the information given on the faulty form the sales team will determine the best way to resolve the fault.

 

Report Faulty

48 HOUR CHECKING PERIOD - We ask you that all goods are checked after receiving delivery asap. and we please ask you provide a basic inspection of the goods within 48 hours of receiving the delivery to ensure:

  • You are happy with the goods you have purchased
  • There are no apparent breakages on delivery
  • There are no physical faults or damages with the goods
  • You have received the correct goods you have ordered and there are no shortages

If breakages or damages are reported after the 48 hour checking period we will make every effort to get replacement parts (if possible). Replacement parts are however chargeable after the 48 hour checking period.

Please note the finish of outdoor lights is guaranteed for one year except within five miles of the coastline.

    5.  If faulty the company's liability shall be limited to, at the company's option, sending a spare part, replacing the goods, refunding the price of the goods or offering an exchange.

 

    6.   If the fault cannot be resolved by sending a spare part the goods will need to be returned to us for inspection and testing of the fault. If you are advised to return the faulty product for inspection and testing we ask where possible to send back in the item box and also an outer box with additional packaging to prevent further damage.  We cannot be held responsible for additional damage on return if goods are not adequately packaged. Manufacturing faults sent back within 6 months of purchase will need a proof of postage receipt. The address of which faulty items are to be sent is:

 

Ocean Stores (Ocean Lighting), Faulty Department, Ocean Stores (Ocean Lighting), Returns Department, Ocean House, Cargo Fleet Lane, Middlesbrough, TS3 8DA


Once we receive the goods they will be inspected and examined. If the fault is not visible or is difficult to see how the fault occurred the goods will then be returned to the manufacturers for inspection and testing to determine the fault, how the fault occurred and if the fault is due to a manufacturing fault.  Providing the fault is as reported and the inspection and testing confirms the light is faulty due to a manufacturing fault we will offer the option of replacement, exchange or a full refund.  If inspection and testing proves the fault occurred for any other reason other than a manufacturing fault the light will be returned to you and outbound postage charges will apply. This is done within 14 days from Ocean Stores receiving the faulty goods. Refunds are within 14 days via payment method you purchased the goods with.

 

  7.  Please note faulty goods will not be accepted back for a refund or an exchange until authorization has been given from the sales team.

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