Returns Procedure
Please email or telephone us to confirm that you wish to return an item(s) within the 14-day cancellation period.
We will provide you with a Goods Return Number which must be clearly written on the outside of the package.
The cost of returning goods to us is to be at your own expense and we strongly recommend that you use an insured courier service (DPD, DHL, Yodel etc) for this and obtain a receipt of despatch as we will not be responsible for returned items which fail to arrive or which are damaged in transit.
All items being returned are to be addressed to the Goods Inwards Department, Online Ergonomics Ltd., Unit 18, Ellough Industrial Estate, Beccles, Suffolk, NR34 7TD.
Once we have received the returned item we will check the goods and packaging to ensure that everything is intact and complete. A refund will be issued within 14 days of our receipt of the returned item(s).
If the item being returned is large, heavy or bulky then please contact us as we may be able to offer a collection service which will be chargeable.
Customised Items
Customised Items include chairs with specific options fitted as specified by you in your order. Such items are individually built by the manufacturer to your requested requirements and are therefore exempt from distance selling regulations and are not returnable / refundable unless faulty or damaged in transit.
If your needs are complex and you need specific adaptations or chair options fitted then we recommend that you contact us before ordering to discuss your requirements.
Software
Software which has been unsealed, downloaded or activated is not returnable and non-refundable.
Returns Procedure for Faulty Items
All chairs are supplied with a 5-year guarantee against fault in manufacture, including structural parts, when used in normal office conditions.
24-hour usage chairs carry a two-year guarantee.
The guarantee is conditional in that it covers normal use and that misuse has not taken place and that the final decision rests with Online Ergonomics Ltd, their component and fabric suppliers. The guarantee is conditional on the chair being returned to Online Ergonomics Ltd for assessment.
All accessories and desks come with a 1-year manufacturer’s guarantee.
We reserve the right, at our discretion, to repair, replace or refund faulty items within the guarantee period.
In the event of an item becoming faulty then please email or telephone us to confirm that you wish to report a faulty item within the guarantee period.
We will provide you with either a Goods Return Number which must be clearly written on the outside of the package or, for chairs and desks, we will arrange to visit and inspect the faulty item.
The cost of returning goods to us is to be at your own expense and we strongly recommend that you use an insured courier service (DPD, DHL, Yodel etc) for this and obtain a receipt of despatch as we will not be responsible for returned items which fail to arrive or which are damaged in transit.
All items being returned are to be addressed to the Goods Inwards Department, Online Ergonomics Ltd., Unit 18, Ellough Industrial Estate, Beccles, Suffolk, NR34 7TD.
Once we have received the returned faulty item we will check and inspect the goods to establish the cause and nature of the fault. We will then contact you within 14 days of our receipt of the returned item(s) to discuss and agree how we propose to remedy the fault.
If the item being returned is large, heavy or bulky then please contact us as we may be able to offer a collection or arrange a visit to inspect the faulty goods.
Complaints Procedure
In the unlikely event that you wish to complain about an item or a service that you have received from us then please, in the first instance, contact us on 01502 715400. If we are unable to resolve a complaint to your satisfaction at that time then please submit a written complaint, explaining your dissatisfaction and the issue, to:
Ian West, Managing Director, Online Ergonomics Ltd, Unit 18, Ellough Industrial Estate, Beccles, Suffolk, NR34 7TD.
You will receive a written reply within 14 days of your complaint.
Revised and updated: 10/08/2023
