Delivery Information & Refunds Policy

Returns, Refunds & Faulty Goods

1.1 Faulty Goods – Within 30 Days of Receipt

• If your item arrives damaged or faulty, please notify us by email or phone within 7 days of receiving it.
• Once your claim is submitted, you have up to 30 days from receipt to return the item for a full refund, repair, or replacement.
• You are initially responsible for return shipping. If we confirm the item is faulty, we will reimburse your reasonable return postage costs.
• If the item is inspected and found not to be faulty, the return will be processed under our non-faulty returns policy.

1.2 Faulty Goods – After 30 Days

• After the initial 30 days, you are entitled to a repair or replacement, in accordance with the Consumer Rights Act 2015.
• If a repair or suitable replacement cannot be provided, a refund will be offered.
• You may still be entitled to remedies up to 6 years from the date of purchase, depending on the circumstances and nature of the fault.

1.3 Right to Reject – Within 14 Days of Delivery

• If you notify us of a fault within 14 days of delivery, you have the legal right to reject the item and request a full refund or replacement.
• After the 14-day window, the remedy will be repair, replacement, or refund depending on the fault and timing.

By completing a purchase with us, you acknowledge and agree to adhere to the terms and conditions outlined in this Returns and Refunds Policy. If you have any questions or require further clarification, please contact our support team at info@excel-leisure.co.uk.