Returns, Refunds & Cancellations

Cancellation:

The Buyer may cancel the goods at any point after placing their order, but no later than 7 working days from the day of delivery. Intention to cancel can be notified to Grove Group Scotland Ltd. Calling Customer Services on 0131 333 1903 Writing to us at Grove Group Scotland Ltd. 2 Bridge Street, Newbridge, Edinburgh, EH28 8SR Emailing to customerservices@grovebedding.com Made to Measure Items (see definitions) cannot be cancelled once the order has been accepted by Grove Group Scotland Ltd. Due to the hygiene aspects associated with some items (e.g. mattresses, pillows, mattress protectors, duvets), we reserve the right to reject cancellation if these items have been used. This does not apply if the items in question are found to be faulty. Buyers can open the packaging to inspect a product on delivery, but, if they are then rejected, the Buyer must take good care of the Goods until they are collected by Grove Group Scotland Ltd. (or their agents). The Goods must be unused, in their original condition and made available for collection at a time agreed with Grove Group Scotland Ltd. The collection date should not exceed 21 days from the cancellation date. Grove Group Scotland Ltd. will levy a collection charge of £39 for collection of the Goods. This will be deducted from the refund value of the Goods. Alternatively the Buyer may return the Goods (at the Buyers cost) in their original condition and adequately packaged to prevent damage to: Grove Group Scotland Ltd. 2 Bridge Street, Newbridge, Edinburgh, EH28 8SR. Following collection or return, if the Goods are found to be damaged (and the damage is not the result of our actions), Grove Group Scotland Ltd. will seek to recover the cost of remedying the damage from the Buyer.

 

Refunds:

Refunds for Goods cancelled will be made as soon as possible following notification from the Buyer of intention to cancel. This will not exceed a period of 30 days from that notification. All refunds will be made onto the same card that was used to make the original purchase. If you participated in a linked saving offer (e.g. buy a bed for £999 and get £200 worth of free bedding) you must return both items to get a full refund. If you only return the bed in the given example, you will be refunded only £799 to cover the price of the bedding as you no longer qualify for the offer. If you participated in a ‘multibuy’ offer (e.g. buy 3 for the price of 2) and return part of this order then any saving will be deducted from your refund as the offer no longer applies.

 

Guarantees:

All Goods are guaranteed against faulty materials and workmanship for a minimum period of twelve months from the date of delivery.

 

Faulty goods:

Complaints relating to faulty Goods should be notified to Grove Group Scotland Ltd. by: Calling Customer Services on 0131 333 1903 Writing to us at Grove Group Scotland Ltd. 2 Bridge Street, Newbridge, Edinburgh, EH28 8SR Emailing to customerservices@grovebedding.com Where Goods are reported as faulty, our usual approach is to arrange an independent inspection to verify the fault. This does depend on the nature of the fault or time elapsed since delivery. If this inspection finds no fault with the product (e.g. the issue has resulted from wear and tear, negligence, wilful damage or mis-use), Grove Group Scotland Ltd. will decline any further action, but provide full details of the reasons for the decision. The Buyer will have direct access to any reports completed by the inspection specialist. If the Buyer would prefer to use an inspection service of their choosing, then this must be done at the Buyer’s cost. Please note that any inspection service used must be a recognized, independent specialist. In the rare event that Goods are found to be faulty, Grove Group Scotland Ltd. will follow a fair and fast process. This will be in line with your statutory consumer rights and could include a repair, replacement or refund depending on the specific circumstances.