Order problems and returns process
Consumer Contracts Regulations (formerly Distance Selling Regulations)
In accordance with EU consumer contracts regulations, we provide a 14 working day cooling off period with a right to cancel for all online orders. This period starts the day after the goods are received. Crampton & Moore will accept returns on goods even if the packaging has been opened to inspect them. All goods need to be repackaged in original packing and with all accessories and instructions before returning.
Faulty Products
If you wish to report a fault with your item or return an unwanted item please contact us on 01226 350754 to submit a return request.
*Please have your order number and postcode to hand as this is required to find your order details*
Transport damage
In the unlikely event that your goods arrive damaged, please telephone 01226 350754 within 24 hours of delivery.
Return and faulty goods policy
Items purchased can be returned to one of our stores or through our head office customer services team.
Unwanted products
An unwanted product purchased in store can be returned within 14 days of purchase as long as it's still in original, unopened packaging.
Returns and exchanges can only be processed with proof of purchase.
You cannot return unwanted items after 14 days of purchase, nor can you return items that have been used.
In accordance with your rights when you purchase goods online, unwanted products can be returned opened so long as you notify us you want to return them within 14 calendar days from the day of delivery. When returned the item must include all original packaging, be in ‘as new’ condition and must not have been used, installed or had any data input on them. You will also be responsible for covering the cost of any return carriage for an unwanted item, The return carraige cost for small items is £7 and larger items upto £80 depending on the item type. There may also be a re-stocking fee of upto 20% applied for any items which have been opened. If you wish to discuss any of your options with us please give us a call so we can confirm these with you.
Faulty products
If your product develops a fault, you have the option of a repair, exchange or refund if the fault occurs within 21 days of delivery. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault.
Obviously we can’t be expected to guarantee against misuse, accident, neglect, commercial use, loss of data stored on any form of writeable/ rewriteable media/ hard drive devices, dead pixels of an amount not covered by the manufacturer’s specifications or normal wear and tear. Please note that if repairs are done by ourselves or authorised agents our guarantee can't apply. This guarantee is in addition to your normal statutory rights.
Damaged products
If you unpack your product and find it damaged, you can return the product to one of our stores within 24 hours of delivery or contact customer services on 01226 350754 or email discountclub@cramptonandmoore.co.uk to arrange collection or replacement. If your purchase is delivered and unpacked by our delivery agents for your inspection and any damaged is found, please reject the delivery. We will then arrange a replacement or a refund, we cannot accept any subsequent claims for damage if the delivery is accepted.
Cancelling an order
If you wish to cancel an order before delivery please contact your store, or for online orders email discountclub@cramptonandmoore.co.uk or telephone 01226 350754. Once we have received your request, we will contact you to confirm cancellation.