Returns Policy & Complaints Procedure
Here at Slattery we aim for 100% quality and satisfaction from all our products and services. However in the unlikely event that something is not right, we would like to make it better for you.
Should you wish to return anything bought from us we will be happy to refund or exchange a product following the Sale of Goods Act 1979 and the Consumer Contacts Regulations 2013.
In the unlikely event that you received your goods damaged, we will replace them for you. We ask that you contact us within 24 hours of receiving the order, we ask you to send a photo of the damaged items to firstname.lastname@example.org, along with a copy of your receipt. Please see section below on returning goods.
Cancellation of product
If you are not completely satisfied with the products purchased from us, we would ask you to contact us to proceed with the returns process. We will ask for a copy of your receipt, and that all products are returned within its original packaging. These items need to be returned within 14 days of receiving the goods. If no receipt is available to us, it is at our discretion if an exchange can be made.
Goods should be returned in the original packaging and in an unsealed condition. In the event that the item was damaged or incorrect we will pay for the postage for return. In any other circumstances the postage is to be covered by the purchaser. Products must be returned within 14 days of receiving the goods. Once goods have been received in the above condition, we will reimburse the funds back to you in the method they were originally paid.
Please post goods to:
197 Bury New Road
There are some products that are non-returnable and do not qualify for a refund or exchange, these include:
Bespoke items; items specially made for you or personalised to your needs.
Perishable items are non-refundable or exchangeable.
We always aim to provide a high standard in all our services and products.
Our customers' views are important to us and help to ensure our services and goods are consistently meeting people's expectations. If you are unhappy with any of our services or goods, it is important that you let us know.
2. Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving a service from Slattery may suggest improvements.
If you do not make the suggestion at the time of your visit to us, you can contact us using the contact details in point 7. Further Steps.
3. Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide.
If your complaint is in relation to a product you purchased from us, we will need the product returned, in order for us to investigate. Failure to return the product back to us, may result in us not being able to resolve your complaint.
Due to the nature of our products, we need them returned to us in a timely manner, before the life of the product is met. Failure to meet these timescales, may result in an inconclusive investigation and resolution of the complaint.
4. How you can make a complaint
You can complain:
- in person
- by telephone (0161-767-9303)
- through a member of our staff
- through an advocate or representative
- by letter (197 Bury New Road, Whitefield, M45 6GE)
- by email (Sales@slattery.co.uk)
5. Anonymous Complaints
We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.
6. Time limits
Once we have all the information required to look into your complaint, we will investigate the matter and get back to you in due course. The timescale this takes depends on the nature of the complaint and who we need to talk to, we aim to have complaints resolved within 7 working days and will keep you updated during this time.
7. Further steps
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Managing Director at:
197 Bury New Road, Whitefield, Manchester, M45 6GE