Returns Policy
We want you to be happy with our products and service. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.
Some types of goods are exempt from being returned for a refund , please get in touch for more information .. personalised and made to order are exempt as they are made to the customers requirements
Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return. You will not be entitled to a refund of the original postage paid and the cost you incur in returning the item to us. Some items are exempt and we reserve the right to refuse a return should a product be exempt
Our standard returns policy entitles you to a full refund of the purchase price only and excludes postage costs (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days.
If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.
Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.
Once your return is received and inspected we’ll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.
If you haven’t received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn’t been received and then contact your bank as some banks or card companies take a number of days to credit your account.
If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).
If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.
Complaints
Please email us: info@franklinsgroup.com
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We will investigate and respond to any complaints about our products or services. |
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If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them. |
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If Black Horse FlexPay or Newpay are responsible for the product or service that you have complained about, then we will forward your complaint to them to investigate and respond. In accordance with FCA rules on complaint forwarding, we will write to you to confirm who will be dealing with your complaint and how you can contact them. |
Back Orders – In the rare event of an item being out of stock, we will contact you by telephone and / or email to explain when delivery is to be expected. It will be despatched as soon as possible.
Remittance Terms – All goods must be paid for in full before despatch.
Tax Charges – 20% VAT is included in all prices. Franklins VAT. REG GB 795 4074 93
Credit Card Security – We know of no documented cases of credit card fraud using our shopping system over the Internet.
Guarantees – All products are fully covered by the manufacturers guarantee, details of which are included with each item. At the time of placing the order, we ask each customer to retain your receipt and also the packaging. If it becomes necessary for the machine to be returned for repair, we will arrange the collection, repair and delivery back. We aim to carry out the repairs and deliver back within 14 working days.