Returns Policy

Returns Policy
Our Returns Policy
In the unlikely event you are not happy with your order we will do everything possible to help! Our returns policy is split into two sections - Cut items and Packaged items and the details of each policy is listed below.

Cut items

We cannot except returns due to personal taste or mistakes with incorrect sizes on any made to measure or cut to order item (Poker Speed Cloth). If you are unsure of whether or not you will be happy with your choice before you order we strongly advise that you request a free sample to ensure the fabric and or colour are what you expect. Unfortunately once cut we are not able to refund

This includes all of the following;

Poker Suited Speed cloth

Packet items, hardware and ready made items

If you change your mind about an off the shelf item, we offer a very simple no quibble returns policy. Please check the guidelines below and then simply post the item back to us with RETURNS and your order number clearly labelled on the outside of the packaging, e.g. 'RETURNS #100000111'

Please post all heavy products (poker sets and poker tables) to

Think World Wide Ltd

Deer Park Farm Industrial Estate

Knowle Lane

Horton Heath

Eastleigh

Hampshire

SO50 7PZ

 

For smaller weight returns please return to our main head office address as below

Squirrel Poker
2 South Street
Hythe
Southampton
Hampshire
SO45 6EB

Please just make sure;

- You contact us within 14 days of receiving your order.
- They are returned to us within 30 days of receiving your request to return.
- They are returned to us in perfect condition.
- They must not have been used.
- The packaging must be intact as we would love to sell the item again

We recommend using My Hermes for returns as they offer a very low cost trackable service with most items costing under £3.00 and even cheaper if you use one of their 3000 drop off shops across the UK. We're sorry but no postage costs will be refunded unless an item is faulty.

Items over 120cm may incur significant postage costs as they cannot be sent via Royal Mail or My Hermes. We can arrange a courier collection from you for £12.99. Please contact us if you would like us to arrange this for you.

Faulty orders

If you believe your order to be faulty you may be entitled to a replacement or full refund providing that:

- You contact us within 7 days of receiving your order.
- If requested, they are returned to us (initially at your cost) within 30 days of receiving your request to return the faulty item.
If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.

Please note, most our poker sets and poker tables are sent with DX and the following procedure must be followed if the package/item is found to be faulty:

- If the delivery is signed for as 'damaged', when the packaging is clearly marked or dented, this must be reported to us within 7 days, but ideally on the day you sign for the parcel
- If the delivery is signed for as 'clear', when the packaging looks intact, but the product inside is found to be damaged once opened, this must be reported to us as soon as possible on the day of the delivery for us to escalte futher
Please note, it is important you keep all packaging if a fault has been found with the product inside. If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.

Cancelling orders

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order if:

- Your ready made order has not yet been despatched.
- We have not started to cut any fabric or materials.
If we have started to cut your custom made order it cannot be cancelled. If we have already despatched your ready made order you must follow the above returns procedure.

Questions or comments?

If you have any questions or you would like to return / cancel an order please email spcouk@squirrelpoker.co.uk

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