Returns

Returns

At Carmen we ship thousands of items per week and a very small amount will from time to time be faulty. We understand that this is an inconvenience, and can be upsetting, so we have a no quibble returns, refund or replacement policy to ensure that our customers are properly serviced.
 

Guarantee

Carmen provides a one to ten-year guarantee depending upon the type of product. The length of the guarantee period is indicated in the product instruction manual, under the guarantee section, and is valid from the original date of purchase. If any defect arises due to faulty materials or workmanship, the faulty products must be returned to the original place of purchase within the first 12 months. If you purchased the product directly from us, we will check the date when the item was purchased using the order number you provide to us. If it exceeds the guarantee period, we will be unable to exercise the returns procedure.

The following conditions apply:

• The product must be returned to the retailer with proof of purchase within the first 12 months.

• The product must be installed and used in accordance with the instructions contained in this instruction guide.

• It must be used only for domestic purposes. The product must not be used for commercial or professional purposes. 

• It does not cover wear and tear, damage, misuse or consumable parts.

• Barbary & Oak has limited liability for incidental or consequential loss or damage.

• This guarantee is valid in the UK and Eire Only.

APPLICABLE TO PURCHASES MADE FROM OUR WEBSITE ONLY
 

How To Return A Faulty Item

Simply email your request to us customerservice@carmenproducts.co.uk with the following information:

• Detailed reason for return

• Model/item No. of the appliance your enquiry relates to

• Our order number

• A contact name with phone number
   

Your rights are limited to 30 days from the date of purchase to return goods unwanted for a full refund. To obtain a full refund, the goods must be returned to as new, unused and in the original packaging. Should your product develop a fault within the first 30 days, we can offer a refund, repair or replacement.

If your product develops a fault after 30 days, you are not entitled to a full refund. Instead, we will offer to repair or replace any faulty goods.

If you discover the fault within the first six months from purchase, and, an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction - if you wish to keep the product.

After the first six months, you may be required to obtain a professional report from a qualified engineer to prove that your product has failed due to a manufacturing defect and not general wear and tear, accidental damage or negligence.

For faulty goods coming back to us, we will provide you with a free returns label. Faulty or non-faulty goods returned at your own cost will not be reimbursed.

Once a request has been received, we check all items. If we encounter any problems with your request, we will query these with you.

Any refunds will be applied to the card you used to make the payment on our store.
 

Cancellations

We will refund most goods provided they are returned to us within 30 days of receipt complete, unused and in their original packaging. If you cancel you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return the goods, so you should take out adequate postal insurance to cover their value. If you return goods outside the scope of these terms set out in this policy and you have not exercised your legal right to cancel (explained below) we reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.
 

Your Right To Cancel Your Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.

You also have the right to cancel your order under these regulations. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate your decision to cancel to us before the end of the cancellation period, to do this, email; customerservice@barbaryandoak.co.uk.

You are responsible for returning the goods to us if you cancel under these Regulations and you will be responsible for the cost of the return. Additionally, we may make a deduction for any loss in value of the goods should the item be received in less than pristine condition. We are able to offer a pre-paid label via Collect+. This is chargeable at £6.00.
 

Important Information

Unauthorised returns are destroyed on receipt. Please ensure you email your request to; customerservice@carmenproducts.co.uk.