Brook Leisure Delivery and Refund Policy
On completing your purchase you may be presented with one or more options for delivery, where an estimated timescale for delivery is provided, this is an estimate only and for more accurate dates we ask that you call before placing your order.
Where you select a "next day delivery" option, orders placed on Fridays, Saturdays or Sundays may not be dispatched for delivery until the following Monday and so may not be received until Tuesday.
Brook Leisure shall contact you within 7 days of placing your order to confirm the actual delivery date.
Brook Leisure couriers deliver to mainland United Kingdom only.
Brook Leisure will necessitate reputable external courier companies Depending on the size/weight of the items in your order, delivery will be made by Royal Mail, Courier, Pallet (Freight) or white glove delivery service. Pallet deliveries are made where because of size/weight, other methods are not feasible. The delivery driver will not be able to carry the furniture up or down steps, carry the furniture through a property, wheel the pallet across a gravel driveway or up particularly steep driveways. Unfortunately the delivery company will be unable to remove items from the pallet or take the pallet away with them. Please advise at Check-Out if your delivery address is difficult to find or inaccessible to large vehicles. This will ensure a faster, easier delivery to your door.
For areas outside mainland United Kingdom such as Scottish Highlands, Scottish Islands All Channel Islands, Isle of Man, Scilly Isles, Northern Ireland and all other offshore islands additional external courier charges will apply. Charges shall be quoted for within 3 days at the time of purchase via email.
Our delivery service will contact you to set an appointment for your delivery according to the information given on the summary of your order. At this time of contact, you must inform our delivery service of any obstacles to delivery by normal access, (stairs, elevators, doors). The driver will come directly to your home once your order leaves our warehouse. The item(s) are delivered to your front door and prices do not include a delivery upstairs nor the assembling of the furniture.
If Brook Leisure cannot deliver the item(s) on the agreed date because you are not at home or if they were not informed of special delivery requirements, you may have to pay an additional delivery charge of £25.00.
This policy sets out the returns policy for goods or services purchased through the online store operated by Brook Leisure.
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.
Under the Consumer Protection (Distance Selling) Regulations 2000, if you change your mind about a purchase you have made within 7 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, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.
If a product arrives damaged, in the first instance we can replace the damaged part as this tends to be the quickest solution. If it is not possible to do this we can organise the delivery of a complete new product. Customer satisfaction after delivery is our highest priority.
Whilst every effort is made to ensure that the goods delivered to you are exactly as described on our website, occasionally mistakes occur. If you receive a product that is not what you ordered and it does not look like a suitable upgrade, then please call us and we will resolve the matter with urgency.
If you are not entirely happy with the alternative product or our ability to rectify the delivery mistake, then you are entitled to a full refund including your delivery charge and we will resolve this matter with urgency.
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 14 days.
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.
Any goods which are damaged while on your premises are non returnable and non refundable.
If you are in any doubt please contact us before making the purchase.