Returns, Refunds & Cancellations

At Sal's Place, we want you to be completely happy with your purchase. We carefully select the products we sell and work closely with our suppliers and delivery partners to provide a high standard of service. We understand that occasionally an order may need to be cancelled or returned, or that something may not be quite right when it arrives.

This policy explains how we deal with cancellations, returns, damaged or faulty goods and refunds. Nothing in this policy affects your statutory consumer rights.

Cancelling an Order

If you wish to cancel an order, please contact us as soon as possible. Where an order has not yet entered fulfilment or been dispatched, we will make every reasonable effort to cancel it.

Some products are processed or dispatched directly by our suppliers, so we cannot guarantee that an order can be stopped once fulfilment has begun. If goods have already been dispatched, the applicable returns process will apply. Different rules may apply to made-to-order, bespoke, personalised or custom-manufactured products, as explained below.

Change-of-Mind Returns

If you purchase online as a consumer, you have statutory cancellation rights under the Consumer Contracts Regulations. For eligible goods, you normally have 14 days after delivery to notify us that you wish to cancel. You then have a further 14 days to return the goods.

Please contact us before returning anything so that we can provide the correct return instructions and return address. Goods should not be returned to our registered office, a supplier, manufacturer, warehouse or any other address unless we have expressly provided or approved that return address in writing.

For a change-of-mind return, the customer is responsible for the direct cost of returning the goods unless we have agreed otherwise or the goods are faulty, damaged, incorrectly supplied or not as described.

Condition of Returned Goods

Customers may inspect goods to establish their nature, characteristics and functioning in the same way they would reasonably be able to inspect them in a shop. We therefore strongly recommend inspecting products carefully before assembly, installation or use.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this has reduced their value, we reserve the right to make an appropriate deduction from the refund where permitted by law.

This is particularly important for high-value, bulky, modular or installation products. Assembly, installation, fixing, connection, outdoor use, dismantling, scratching or marking, removal or disposal of protective materials or packaging, or other handling beyond what would reasonably be necessary to inspect the product may reduce its value. Any deduction will be based on the circumstances and the actual reduction in value of the returned goods.

Goods should be returned complete with all parts, components, accessories, manuals and fixings supplied with them and, wherever reasonably possible, in their original packaging.

Large, Heavy & Palletised Products

Many products sold by Sal's Place are large, heavy, fragile or delivered using specialist or palletised transport. Please contact us before arranging the return of any such product so that we can provide the appropriate return instructions.

Customers should not independently send goods to our supplier, distribution centre, registered office or another location without our written return instructions. Where the customer is responsible for the cost of return, this includes the reasonable direct cost of returning large, heavy or palletised products.

If we agree to arrange collection on the customer's behalf, any return or collection costs for which the customer is responsible may be deducted from the refund where permitted by law. Where a customer arranges an authorised return themselves, appropriate transportation must be used and the goods must be adequately protected for transit.

Damaged Goods & Delivery Issues

Please inspect your order as soon as reasonably possible after delivery and, wherever practical, before assembly, installation or use. Visible damage, missing components, damaged packaging or suspected transit damage should be reported to us as soon as possible.

We strongly request that transit damage is reported within 14 days of delivery because our suppliers and delivery partners operate strict claims and investigation timescales. Prompt notification gives us the best opportunity to investigate the issue and arrange a resolution quickly.

We may ask for photographs of the product, packaging and damage and may ask you to retain the packaging while the matter is investigated. Reporting an issue outside this requested period does not remove any statutory rights you may have.

Faulty, Incorrect or Not-as-Described Goods

If you believe an item is faulty, incorrectly supplied, not as described or otherwise does not conform to your contract, please contact us as soon as possible with your order number and details of the issue. We may request photographs, video or other reasonable information to help us investigate.

Depending on the circumstances and your statutory rights, the appropriate remedy may include repair, replacement, price reduction or refund. Please do not independently return, dispose of, repair, alter or dismantle goods that you believe to be faulty without first contacting us, unless action is reasonably necessary for safety.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Missing Items, Components & Multi-Item Orders

Some of our products and orders consist of multiple components, accessories, boxes or separately supplied items. Please check your delivery against the products and components ordered and contact us promptly if you believe something is missing.

Where an issue relates to an individual product or component within a larger order, we will investigate that particular issue and provide the appropriate remedy in accordance with your statutory rights. A fault, delay or other issue affecting one item or component does not automatically mean that every other product supplied under an order is faulty or must be returned. The appropriate remedy will depend upon the individual circumstances and applicable consumer law.

Made-to-Order, Bespoke & Personalised Products

The statutory change-of-mind cancellation right does not generally apply to goods made to the customer's specifications or clearly personalised. This may include products manufactured to a customer's chosen measurements, specification, finish or other personalised requirements.

Once production of these products has commenced, cancellation or change-of-mind return may therefore not be available. This does not affect your statutory rights if goods are faulty, incorrectly supplied or not as described.

Delivery Dates, Lead Times & Stock Availability

Unless expressly stated and agreed as a guaranteed delivery date, delivery dates and lead times provided on our website or during correspondence are estimates. We work with suppliers, manufacturers and delivery partners and make reasonable efforts to keep stock and delivery information accurate, but occasionally availability, manufacturing schedules or delivery estimates may change after an order has been placed.

Where we become aware of a significant delay or availability issue affecting an order, we will contact the customer and provide the appropriate options. Nothing in this section limits your statutory rights regarding delivery or cancellation.

Refunds

Where a refund is due, it will normally be made to the original payment method in accordance with applicable consumer law. For eligible change-of-mind returns, we may withhold reimbursement until the goods have been received back or the customer provides evidence that they have returned them, where permitted by law.

Where permitted, reasonable return costs for which the customer is responsible and any reduction in value caused by excessive handling may be taken into account when calculating the refund.

How to Request a Return, Cancellation or Refund

Please contact us at info@salsplace.com before returning any goods, including your name, order number, the product concerned and the reason for the return or cancellation. If something is damaged, faulty or incorrectly supplied, photographs or video may help us deal with the issue more quickly.

We will then provide the appropriate next steps and, where applicable, return instructions. Please do not send goods to any address until return arrangements have been confirmed by us.

Nothing in this Returns, Refunds & Cancellations Policy excludes or restricts your statutory consumer rights.