If every anything goes wrong with your order from Couch Roll Direct - and we hope it never does - we're keen to make sure we resolve the issue quickly and easily. Our returns process is simple, but there are some things we may ask you to do in order to help us make the process as smooth as possible.
If you have not received your order within 7 days of the date you place the order (or the expected despatch date for items that aren't in stock), please let us know. We'll check to see that the order has left, if it's lost in the delivery network or was signed for by someone who forgot to tell you. In most cases, we'll contact you within one working day with a solution.
If you receive any items that have been damaged in transit, please let us know within 7 days (48 hours for business customers) and we will arrange collection. Once the order has been returned to our warehouse, we'll send a new order out or issue a refund you if you prefer. If items are visibly damaged when you receive them, it's always best to make a note of the damage when you sign for the delivery.
If you've changed your mind about all or part of an order, you have 7 days from the date of receipt to let us know as soon as you can, and definately before sending your order back. Once you've told us you want to return an item, you have 28 days in which to do so. Provided the item is returned undamaged and in its original packaging, we'll refund your payment, normally within 48 hours of the item being returned to us.
If anything you buy from us develops a fault within its warranty period, please let us know. We will arrange to have the item collected and returned to us for inspection. We may choose to offer you a refund, replace the faulty item or, if practicable, repair it.