RETURNS POLICY AND COMPLAINTS PROCEDURE :
Return Policy - ProductsWe know that you will be pleased with your purchases from PATON GLASS. However, there may be occasions when you will need to return items to us.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 2 working days. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items must be returned in their original packaging complete with all accessories and documentation. On receipt from you, we will issue a replacement.
Items Faulty during Initial Use
You have 28 calendar days from receipt of your items in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. It is our policy to test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)
If you change your mind
If you are a private consumer and not purchasing either wholly or in part for your or anyone else’s business and you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 calendar days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods, you have 28 calendar days to do so, at your own expense. Once the item is received by us, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers or for commercial use.
Need to return an item?
Please return your items to:
46 POULTON ROAD,
Tel: 0151 334 5241
Complaints Procedure - ServicesOur aim at PATON GLASS, is to always provide a high quality service for all our customers but we recognise that things occasionally may go wrong
We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly (within the terms of current regulations and product /service availability).
We recommend that the sooner you bring any concerns to our attention the sooner your problem can be addressed and resolved.
We will always endeavour to comply fully with the terms and conditions of any contractual agreement we have undertaken and we appreciate and value all our customers.
On receipt of your complaint (whether received by telephone, letter or email) the matters raised will be investigated by our Customer Services Department and allocated to the most appropriate department to address the issues.
The complaints handling procedure
Our Customer Services Department is available to take your enquiries by:
46 POULTON ROAD,
Tel: 0151 334 5241
Email: [email protected]
We feel that keeping our customers informed is vital and have in place a monitoring system to check progress.
Action we will take:
We may ask you to provide a full set of documentary evidence including: copies of original estimates, correspondence, drawings, specifications, planning approvals, photographic evidence and/or any other material relevant to the service or work which is the subject of the complaint. Where appropriate we may seeks copies of any professional reports or other evidence provided by experts.