Returns and Refunds

Introduction

This policy applies to goods and services provided by Fleet Office Interiors. Our work is bespoke commercial fit out. Different rules apply to custom made partitions and standard stocked items. Read carefully before placing an order.

Cooling Off Period

If you are a consumer (not a business), you have a 14 day cooling off period for contracts agreed online or over the phone. This right does not apply to commercial clients. For business to business contracts, cancellation terms are as stated in the signed proposal. No cooling off period applies to bespoke or custom made items.

Cancellation Before Work Starts

For commercial clients, cancellation before work starts may be subject to a cancellation fee. The fee covers time spent on surveys, design work, material ordering, and scheduling. The exact amount is stated in the proposal. Typically 15 to 30 percent of the total project value depending on work already carried out.

Cancellation After Work Starts

If you cancel after work has started, you pay for all work completed up to the date of cancellation. You also pay for any materials already ordered or delivered that cannot be returned to the supplier. No refund is given for bespoke items manufactured specifically for your project. We will provide a detailed breakdown of costs incurred.

Defective Workmanship

If you believe our work is defective, you must notify us in writing within 14 days of completion. We will inspect the work. If we agree the defect is our fault, we will rectify it at no cost within a reasonable time. This is our entire liability for defective work. You are not entitled to a refund or to hire a third party to fix the work without our agreement.

Defective Materials

Materials supplied but not yet installed may be returned to us within 30 days of delivery. Returned materials must be unused and in original packaging. We will inspect them. If the defect is a manufacturer fault, we will replace the material or refund the purchase price. We do not refund labour costs associated with removing or reinstalling defective materials supplied by others.

Stocked Items vs Bespoke Items

Stocked items such as standard ceiling tiles, carpet tiles, and off the shelf doors can be returned within 14 days of delivery. A restocking fee of 20 percent applies. Bespoke items including cut to size glass, steel frames, custom coloured partitions, and made to order kitchens are non refundable. No returns accepted.
How to Request a Refund
Email us with your invoice number, a description of the issue, and photographs if relevant. We aim to respond within five working days. Approved refunds are processed within 14 days to the original payment method.

Exclusions

No refund is given for work that is satisfactory but no longer wanted. No refund is given for delays caused by weather, supplier issues, or site conditions outside our control. No refund is given for work that fails due to misuse, neglect, or unauthorised alterations by you or your tenants.

Disputes

If we cannot agree on a refund, you may use alternative dispute resolution through the Chartered Institute of Arbitrators. Or you may seek legal advice. Small claims court jurisdiction applies for claims under ten thousand pounds.