DELIVERY & RETURNS
Delivery & Returns
For orders all stocked items we aim to dispatch for next day delivery.
Whilst orders to the UK’s ‘Highlands & Islands’ will be processed as part of the UK ‘mainland’ they are subject to additional delivery charges which will be notified to you subsequent to your order and payment being processed. ‘Highlands & Islands’ are defined as, but not limited to, the Channel Islands, the Isle of Man, the Isle of Wight, Northern Ireland and the Scottish Highlands. Please allow 2 days extra for delivery to these areas.
Our products are delivered direct from the manufacturer. These products are delivered by the manufacture chosen courier, and a valid signature will be required on delivery.
We will deliver the goods in accordance with your order usually within the stated delivery time. In the unlikely event that we do not make the goods available to you within 30 days of accepting your order you will have the option of cancelling your order by notifying us accordingly prior to delivery.
A valid signature will be required on collection or delivery. In the unlikely event that you have not received all the goods within the stated delivery time, you must notify us immediately.
You must do all that you reasonably can to enable delivery to take place at the given time and place. If you delay delivery, or delivery fails because you have not taken appropriate steps, we will try to arrange for an alternative delivery date within 30 days of the failed delivery. If delivery fails as a result of circumstances within your reasonable control, the cost of any re-delivery shall be borne by you. If we are unable to arrange a date for re-delivery we may cancel your order and refund to you the price that you have paid for the goods, less the failed delivery costs.
If there is going to be a delay for any reason we will let you know. All quoted delivery times are based on standard working days i.e. Mon – Fri (excluding public holidays etc).
Most of our items are in stock awaiting dispatch unless a pre-order message is shown below the items description.
For stock availability and further queries please call our Customer Service Department on +44 (0) 1706 822665 or email [email protected]
We aim to make returning your item for refund or exchange as easy as possible. If you receive a product that is not as you expected or is faulty please call: +44 (0) 1706 822665 to speak with a member of the Canopy team to discuss returning or exchanging the item.
Please note that in order for us to be able to offer a refund or exchange you must contact us within 14 days of receipt of goods.
In all cases, the items returned must be in their original condition, which includes any packaging. For example, gallows bracket items are to be returned along with the corner protection in place. All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Due to this we recommend that you request a ‘Proof of Posting’ from your Post Office which they will issue to you free of charge. Please retain this certificate until you have received your replacement item or refund. If you are unable to provide this certificate, we will be unable to process a replacement or refund if we do not receive the faulty item. We cannot be held responsible for returned goods until they reach us. Please ensure you package your return suitably to prevent any damage to the items or boxes.
We always ask that you check your order thoroughly on receipt from the courier and not to sign for or accept the item if the exterior packaging appears extensively damaged. In the unlikely event that your item is damaged in transit please contact us immediately to inform us of the problem. Please note any claims for damage made in transit must be made within 3 working days of delivery.
If we have agreed to collect your goods for return to us please note that we CANNOT confirm a collection time. We will however confirm a collection day. Please see below for our Collection Conditions:
1. Someone must be available at this address to handover the return items and sign the collection note.
2. Our courier will NOT collect goods left without someone to sign the collection sheet.
3. Please ensure a returns form has been filled out and is enclosed with the returned goods.
4. Goods must be well packaged and our address must be written on the return package clearly.
5. Refusals, No Answer, Not In, will all count as failed collection and as such please see below.
Please note that if any of the above terms are not adhered to then we are unable to re-visit the address for collection and the goods will have to be returned by you. We cannot refund any costs incurred when returning goods after a collection has been unsuccessful for any of the above reasons or where the failed collection was not of our fault.