Returns and Damages
- Returns Policy
- Showroom Direct Purchase Returns
- Website / Phone Purchases Packages under 25kg
- Returning a Bespoke Made to Order Product
- Bespoke Tile orders
- Pallet Delivery Returns
- Notification and return of damaged products
- Other Important Returns Information
- Returns Forms
At Foras we want you to be delighted every time you shop but if for some reason you aren’t totally satisfied with your purchase then you can return it to us in its original unused condition and packaging along with your completed returns form within 14 days for a refund. You will be issued with a credit note for any items returned after this time up to 28 days. Refunds or credit notes will not be issued after 90 days from date of purchase. Credit notes are valid for 12 months from the date of issue and are not valid against purchases of sale or clearance lines.
Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging as failure to do so may result in us being unable to refund you.
We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card / bank account.
If you did not receive a returns form with your order please print a new form. Any items returned without a returns form or order number may not be refunded.
All purchases made from either our Stowbridge or Burnham Market Showroom will need to be returned directly to the relevant showroom within 14 days of purchase in its original packaging and condition.
Website / Phone Purchases Packages under 25kg
For small items delivered by mail or courier you are responsible for the cost and safe return to Foras Limited.
We recommend that you use insured registered delivery and keep the receipt. We cannot accept liability for goods lost or damaged in transit.
If you would like to return an order you have made through our website or over the phone simply complete the returns form that was included with your order and enclose it with the item and post it back to:
Returns Dept. Foras, West Head, West Head Road, Stowbridge, Norfolk PE34 3NJ
If you require us to collect the goods we reserve the right to make a charge to cover the collection costs and where applicable the packaging costs to make the product suitable for transit return to our UK warehouse.
Returning a Bespoke Made to Order Product
Please note that once a bespoke item has been made and supplied to you as a custom made item (i.e. it is made to your size & specification), as a bespoke product made your specification you do not have the right to return it, if it is unsuitable.
You do not have the right to return your item if you have provided the incorrect measurements. Please be sure of size & suitability before purchasing.
Cancellations for any items ordered upon your request, that show a delivery lead-time If you wish to purchase a ‘made to order’ item, the contract may be cancelled within 14 working days after delivery of the item. In the case of bespoke items made to your specification, the initial deposit will be retained, the original delivery charges plus collection charges fees and a 20% restocking fee will be deducted from any refund or exchange value. The item must be returned in a perfect, saleable condition and in its original packaging. Failure to do so may result in Foras being unable to refund you.
To confirm cancellation of your order we must receive in writing by email or letter accompanied with our returns form prior to the item being returned.
We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card / bank account.
Please refer to our Product characteristics and Returns Policy: Damages.
Products which are not standard and are therefore specifically ordered for you or are fabricated for you cannot be cancelled after the order / fabrication process has started. If we do agree to cancel the order, you will be liable for any reasonable costs incurred.
If you wish to return a heavier item that was delivered by pallet please contact us directly by email at [email protected] or by phone on 01366 381 069, the contract may be cancelled within 14 working days after delivery of the item.
The original delivery charges plus collection charges fees and a 20% restocking fee will be deducted from any refund or exchange value.
The item must be returned in a perfect, saleable condition and in its original packaging.
Failure to do so may result in Foras being unable to refund you.
We reserve the right to make a charge to cover the collection costs and where applicable the packaging costs to make the product suitable for transit return to our UK warehouse.
Other Important Returns Information
You will need to cover any import duties that may arise when returning items from another country.
All orders, including overseas orders will be refunded in GBP Sterling within 72 hours of receipt of your return after inspection of the product for damage in transit.
Refunds may take up to 5 days to clear in your account. Foras cannot be held responsible for any fluctuations in exchange rates and consequent loss of currency as a result.
Notification and return of damaged products:
Notification of damage must be given in writing accompanied with the returns form and photographs (where applicable) to Foras within 24 hours of the delivery. Please send this to [email protected].
Please do not return damaged or faulty goods without contacting us first. We are unable to refund any postage / re-collection costs incurred if you return damaged items without contacting us.
Foras shall not be liable in respect of any claim unless the below mentioned requirements have been complied with except in any particular case where the customer proves (i) it was not possible to comply with the requirements and (ii) advice (where required) was given and the claim was made as soon as possible.
You must report a return within 24 hours of taking delivery otherwise no claims can be honoured and you will not be able to return your product.
Returns are only accepted if the product has NOT been taken outside the delivery box / crate OR if further investigation is required the product may be taken out of the box to be photographed directly next to the delivery box /crate. The delivery box/ crate must be shown in close proximity to the product in the photographs taken. This is so we can establish that it has not been moved any distance and therefore not damaged during placing as this DOES NOT constitute a return.
We will ALWAYS ask for photographic evidence on any claim (as above) and we reserve the right WITHOUT PREJUDICE to refuse replacement if the evidence points to the damage being done when placing or getting out of the box.
In the event of damage caused by shipping, the delivery company may require an inspection so please retain all packaging.
Please note that items purchased in Foras sales are non-refundable or returnable. They are sold as seen from your showroom visit or imagery provided in correspondence.
The returns process for a damaged products is shown below:
1. check your feature:
With regards to the inspection. The feature must be checked by the Purchaser or Recipient of the goods in order to be protected by these terms and conditions. We understand that on certain occasions customers are awaiting for an install to take place by a builder/landscaper. If the feature gets damaged at installation you will no longer be protected by our Returns Policy.
For guidance on inspecting your delivery, please refer to the paragraph ‘Unpacking your Delivery’.
2. Notify Foras of the damage
Notification of damage must be given in writing accompanied with the returns form and photographs (where applicable) to Foras within 24 hours of the delivery. Please send this to [email protected].
3. If the claim is accepted
If a claim is accepted, part of the terms on this will be:-
The damaged goods are collected and they have to be returned in their original packaging on the original pallet to ensure safe passage back to our warehouses. We will then re-reimburse you for the cost of the returned postage and offer a refund or an exchange.
The damaged goods need to be returned BEFORE replacement goods (if applicable) are re-distributed.
We will not accept goods unless they are in their original packaging for transportation. If they are not a) packaged ready for collection (at the agreed time) b) you are not there for the driver to collect. You will be charged a re-collection fee equal to the cost of the original delivery.
4. Types of return
- Foras arranged collection:
By special arrangement collection of the damaged product and the replacement product can be delivered and collected on the same day. You must be at home from 9.00-5.30pm on the nominated day and the product for collection must be in its original packaging and placed on the original pallet for collection in an easily accessible location for the collection driver.
We will endeavour to redeliver products as soon as we can, but timing for returns is subject to warehouse activity. As our business is seasonal the warehouse can get very busy. You will be contacted and given a reasonable timeline for the collection and delivery.
The same method of delivery will be used to re-dispatch your replacement item. For pallet deliveries someone must be available to sign for the goods in keeping with our delivery terms and conditions. Foras will not be responsible for any cost incurred for loss of earning or installers to be on site during this collection / re-delivery day.
- Customer Return (for products under 25kg):
For small items delivered by mail or courier please send proof of postage and we will reimburse you for the cost upon arrival of the product.
We recommend that you use insured registered delivery and keep the receipt. We cannot accept liability for goods lost or damaged in transit.
If you would like to return an order you have made through our website or over the phone simply complete the returns form that was included with your order and enclose it with the item and post it back to:
Returns Dept. Foras, West Head, West Head Road, Stowbridge, Norfolk PE34 3NJ
By completing and submitting the Returns form you are making an offer to purchase goods which, if accepted by us, will result in a binding contract.
Please download and return the form to us with your product.