Refund policy

What if there is a mistake with my order?

If you have noticed that we have made a mistake with your order or if you have made a mistake yourself, please email us as soon as possible at info@theexchangeerith.com and we will look into it. Please include your order reference at all times when e-mailing us.

We take great care with product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to the handmade nature of pieces, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.

What if the item is faulty?

You should unpack and inspect your order immediately on delivery. We must be notified of any damage or if the product(s) are not in accordance with the order by email and with photographic evidence sent to us by email as soon as possible following delivery and in any case within 5 working days. If you wish to exercise your legal rights to reject defective product(s) you must return them to us at an address notified to you by us in writing or allow us to collect them from you, in each case, at your cost. If you consider the item you have received as faulty, please get in touch with us on info@theexchangeerith.com and we’ll let you know how to proceed from there.

When we are satisfied that the product(s) do not conform with the contract; are not fit for purpose; or are not of satisfactory quality you will be offered a replacement or full refund of the original purchase price. This will include both the cost of initial delivery and for the return of the product(s), except for supplementary costs arising if you choose a type of delivery other than, or equivalent to, our standard and least expensive method of delivery at the time the order was made or when returning the product(s). Any refund will be credited to the credit card or bank account used to pay for the product(s).

What is your returns policy?

If you are a Private Client and have ordered your product(s) via our online store or by email you may cancel your order for any reason and at any time between placing the order and within 14 days after the product(s) came into your possession (or the last item of a multiple order comes into you possession). Outside of this 14 day period, we cannot accept returns.

If you wish to cancel an order you must return the product(s) to us, at your cost unless otherwise agreed, at an address notified to you by us in writing. The cancelled product(s) must be dispatched to us within 14 days after the day on which you inform us of your decision to cancel the contract.

PLEASE NOTE: This returns policy is not applicable to any Made to Order and Bespoke products which cannot be cancelled once ordered.

To cancel your order you must advise us by writing to info@theexchangeerith.com and we will issue you an authorisation to return the order. All parcels are sent back at your own risk and we advise using a traceable service as the parcel is not our responsibility until we sign for it. You will be responsible for the return shipping costs.

We will only accept the return of the item/s if it is sent back in the original and unused condition.

We aim to apply all refunds and dispatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods.

If a cancellation is made during the production of a Bespoke work or Made to Order work, the customer shall be responsible for all expenses and outlays incurred by the maker up to the date of cancellation together with a further amount calculated and notified to the parties by The Exchange. Please note that we do not offer any refund on Bespoke work or Made to Order work once received by the client.