Order cancellation, returns & refunds policy

Please note that orders for goods that have been custom made or personalized cannot be returned for a refund unless faulty or damaged.

Order Cancellation

If you change your mind, you are entitled to cancel your order at any time either before or within 14 working days following the day on which goods are received.

If you wish to cancel your order you must inform us by emailing info@tannerbates.co.uk.
Please type “Cancel my order” in the subject bar and include your order number.

Amending Your Order

In most circumstances it’s not possible to make changes to your order once you’ve placed it.

If you’d like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items or cancel your order completely, please inform us by emailing info@tannerbates.co.uk. Please type “Amend my order” in the subject bar and include your order number.

As everything we sell is hand-made some limited changes that can be made but this will be dependent on where we are in the making process and the order not having already been dispatched for delivery.

 

Non-faulty products - refunds only

If you have received your order and wish to return the products (or nominated products on this order) within 14 working days after receipt of these goods you must contact us by email to info@tannerbates.co.uk. Please type “non faulty refund” into the subject bar and include your order number and telephone contact details so we can get in touch with you.

Once goods are received, we will issue a refund for the full cost of the goods returned, and any initial delivery charge paid, to your original payment method. Should you fail to return the goods then we reserve the right to charge you the full cost of recovering the goods.

The product(s) must be returned to us complete, unused and in the same condition as delivered. Returns will be at your cost and should be with the original packaging where possible. You will be liable for any damages so it is important the product(s) is packaged correctly for transit purposes.

If goods are received back and are not in the condition referred to above, then we are unable to accept these under the above terms.  In this circumstance the goods will be returned back to you and the cost of delivery charged to your account.


If returning from OUTSIDE the UK please use DHL or your postal service, however we do not recommend using other services like UPS, FEDEX etc as there will be excessive clearance fees which we will have to charge back to you. 
You must write "RETURNING UNSUITABLE GOODS TO SENDER" on the customs form and parcel itself as we will not accept parcels that incur duty. You must ALSO tick the RETURNED GOODS box on the customs declaration documents. If this box is not ticked we will recover the costs from you or return the product(s) to you. Customers are responsible for returning the product and paying any associated costs - we suggest using registered insured postage, and that customers retain a proof of postage just in case the parcel should fail to be delivered.

You must take reasonable care of the goods while they are in your possession and not use them.


Faulty products - replacements

In the unlikely event that a fault develops with your product within 12 months of delivery please contact us by email to info@tannerbates.co.uk. Please type “Faulty product” into the subject bar and include your order number and a full description of the fault.
On returning the product you should provide us with proof of purchase. We offer a replacement service on all goods during the relevant warranty period.

Returns will not be accepted without prior contact.

All goods returned will be fully inspected, checked and tested for the fault advised. If the goods returned do not match the criteria advised or are found to be not faulty after testing we will have the right to request collection of these goods at your cost and no replacement will be issued.

If returning from OUTSIDE the UK please use DHL or your postal service, however we do not recommend using other services like UPS, FEDEX etc as there will be excessive clearance fees which we will have to charge back to you. 

You must write "RETURNING UNSUITABLE GOODS TO SENDER" on the customs form and parcel itself as we will not accept parcels that incur duty. You must ALSO tick the RETURNED GOODS box on the customs declaration documents. If this box is not ticked we will recover the costs from you or return the goods to you. Customers are responsible for returning the goods and paying any associated costs - we suggest using registered insured postage, and that customers retain a proof of postage just in case the parcel should fail to be delivered.

You must take reasonable care of the goods while they are in your possession and not use them.

 

Goods damaged in transit or incorrectly delivered goods

In the unfortunate situation your goods were damaged in transit, we request that within 7 days of delivery you report this by emailing info@tannerbates.co.uk. Please type “Damaged” into the subject bar and include your order number.

Care is taken to deliver goods to meet your order, but in the event we supplied you with a product other than that was ordered it is your responsibility to notify us within 7 days of delivery.

Once we have been notified of any goods that have been damaged in transit or incorrectly delivered, we shall arrange collection from you. Once the damaged or incorrectly delivered goods are received back into our workshop, we will issue a full refund to you via your original payment method or if you wish, and subject to stock availability, arrange for a replacement or the correct item to be sent to you.

In the case of an incorrectly delivered item, this must be ‘’as new “when collected by us e.g. if you have opened the packaging to examine the goods you must not damage or mark the goods or packaging. The goods must not have been used. The goods must be collected or returned with the original packaging together with any accessories.  Goods collected and received back not in original condition will be returned back to you with the cost of delivery charged to your account.

Any queries on this return process please contact us at info@tannerbates.co.uk

If returning from OUTSIDE the UK please use DHL or your postal service, however we do not recommend using other services like UPS, FEDEX etc as there will be excessive clearance fees which we will have to charge back to you. 

You must write "RETURNING UNSUITABLE GOODS TO SENDER" on the customs form and parcel itself as we will not accept parcels that incur duty. You must ALSO tick the RETURNED GOODS box on the customs declaration documents. If this box is not ticked we will recover the costs from you or return the shoes to you. Customers are responsible for returning the shoes and paying any associated costs - we suggest using registered insured postage, and that customers retain a proof of postage just in case the parcel should fail to be delivered.

You must take reasonable care of the goods while they are in your possession and not use them.

Risk

As soon as we have delivered goods to your door you will be responsible for them. We make deliveries only to the address on the order form. From the time of delivery any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery note at the time of delivery.

 

Time Limitation for Notification of Claims

If goods arrive in a damaged condition you should inform us within 7 days from delivery. If we supplied you with a product or goods other than ordered, it is your responsibility to notify us within 7 days from delivery. Tanner Bates Ltd will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date. For all notification of claims please contact by email to info@tannerbates.co.uk.

 

Customer complaints

If you have any complaint, please contact by email to info@tannerbates.co.uk. Please type “Complaint” into the subject bar.

 

Returns should be sent to:

Tanner Bates Ltd, Unit A4, Webbers Yard, Dartington, Totnes, Devon TQ9 6JY England.