Returns Policy

These Returns Terms & Conditions apply to goods sold by The Costello Group Ltd, whether purchased through our website, by telephone, through another distance selling method, or in one of our showrooms.

They replace all previous returns policies issued by The Costello Group Ltd, including any separate returns policies previously published for individual product ranges, websites or trading brands.

Nothing in these Returns Terms & Conditions excludes, restricts or affects your statutory rights under applicable UK consumer law.

1. Requesting a Return

To help us process your request efficiently, please complete the Returns Form available on our website.

The Returns Form will be received and managed by our Logistics Team.

For online, telephone and other distance purchases, you may also exercise a statutory right to cancel by sending us any clear statement confirming your decision to cancel. Use of our Returns Form is preferred because it allows us to obtain the information needed to process your request, but it does not replace or restrict any statutory cancellation right.

Please do not return or deliver goods to us until you have received return instructions from our Logistics Team. This does not prevent you from exercising any statutory right to cancel or return goods.

2. Showroom and In Store Purchases

Goods purchased in one of our showrooms are not covered by the statutory 14 day cooling off period that applies to qualifying distance contracts.

If you purchased goods in store and subsequently decide that you no longer want them:

• You do not have an automatic legal right to return them solely because you have changed your mind.
• Any change of mind return will be considered at the discretion of The Costello Group Ltd.
• We may refuse a discretionary return.
• Any approved discretionary return may be subject to reasonable conditions communicated to you before the return is accepted.
• You will be responsible for arranging and paying for the return unless we agree otherwise in writing.

Goods accepted as a discretionary return must be complete, unused, uninstalled and in a resaleable condition, with all parts, fittings, accessories, instructions and packaging supplied with them.

This section does not affect your statutory rights where goods are faulty, damaged, not as described, not fit for purpose or not of satisfactory quality.

3. Online, Telephone and Other Distance Purchases

If you purchase goods online, by telephone or through another qualifying distance selling method, you will normally have the right to cancel the contract within 14 calendar days without giving a reason, unless a statutory exemption applies.

The cancellation period generally expires 14 calendar days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods.

Where an order is delivered in separate instalments, the cancellation period may begin when the final item or instalment is received, where applicable.

To exercise your right to cancel, you must inform us of your decision before the cancellation period expires. We recommend completing our online Returns Form so that our Logistics Team can process your request promptly.

4. Exceptions to Distance Selling Cancellation Rights

The statutory right to cancel may not apply to certain goods, including, where legally applicable:

• Goods made to the customer's specifications or clearly personalised.
• Goods that are liable to deteriorate or expire rapidly.
• Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.
• Goods that have become inseparably mixed with other items after delivery.

We will inform you where we believe an exemption applies and explain the basis for our decision.

Your statutory rights concerning faulty, damaged, misdescribed or otherwise non conforming goods are not affected by these exemptions.

5. Returning Unwanted Distance Sale Goods

After notifying us that you wish to cancel a qualifying distance contract, you must return or hand the goods back without undue delay and no later than 14 calendar days after informing us of your decision to cancel.

Unless we agreed before purchase to pay the return costs, offered to collect the goods, or are otherwise legally responsible for collection:

• You are responsible for arranging the return.
• You are responsible for the direct cost of returning the goods.
• The Costello Group Ltd does not provide free collection for unwanted goods.
• We are not obliged to collect goods solely because you have changed your mind.
• You remain responsible for the goods until they are safely received by us.

If you ask us to arrange a collection, we may agree to do so at our discretion. Any collection charge will be confirmed before collection is booked and may, where legally permitted, be payable in advance or deducted from your refund.

Nothing in this section removes any obligation we may have to collect goods where required by law, including in certain off premises contract circumstances.

6. Returns Requested After the Cooling Off Period

Once the statutory cancellation period has expired, we are not required to accept a return solely because you no longer want the goods.

A change of mind return requested outside the applicable cancellation period will only be accepted at the discretion of The Costello Group Ltd.

Where we agree to a discretionary return:

• The approval and applicable conditions will be confirmed in writing.
• You will be responsible for arranging and paying for the return unless otherwise agreed.
• The goods must be complete, unused, uninstalled and in a resaleable condition.
• Any agreed refund may be subject to lawful deductions or agreed charges.

This section does not affect your rights if the goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

7. Damaged, Faulty, Incomplete or Incorrect Goods

If goods arrive damaged, faulty, incomplete or different from what you ordered, please notify us as soon as reasonably possible by completing our online Returns Form.

To investigate the issue, our Logistics Team may ask you to provide:

• Photographs or videos clearly showing the fault, damage or incorrect goods.
• Photographs of the external and internal packaging.
• A photograph of the packing slip
• A description of the issue.
• Your order number and contact details.
• Any other information reasonably required to assess the claim.

Please retain the goods, packaging, packing slip, parts and accessories until our Logistics Team confirms what should happen next. Do not dispose of, install, alter or attempt to repair the goods unless we have authorised you to do so.

Where reasonably possible, we aim to:

• Acknowledge and initially review a completed Returns Form within one working day.
• Complete our assessment and advise you of the proposed resolution within five working days after receiving all information, photographs, videos or returned goods reasonably required to investigate the matter.

More complex cases, manufacturer inspections or third party technical assessments may take longer. If this happens, we will provide an update and explain the next steps.

Depending on the circumstances and your statutory rights, the appropriate remedy may include:

• Replacement parts
• Repair
• Replacement goods
• Collection at our cost
• A price reduction
• A full or partial refund
• Another legally appropriate remedy

We reserve the right to inspect or test the goods before confirming the appropriate remedy. However, an inspection will not be used to delay or restrict a remedy to which you are legally entitled.

Where goods do not conform to the contract, we will bear reasonable return or collection costs where required by law.

8. Delivery Damage

You should check the goods as soon as reasonably possible following delivery.

If visible damage is identified at delivery, please record it with the delivery driver where possible and take photographs before removing or disposing of the packaging.

Failure to report damage immediately does not automatically remove your statutory rights. However, prompt notification and supporting photographs will help us investigate whether damage occurred during delivery and arrange an appropriate resolution.

If you believe an item has been damaged in transit:

1. Stop unpacking or installing the item where further handling could worsen the damage.
2. Retain all internal and external packaging.
3. Retain the packing slip.
4. Photograph the item, packaging and packing slip.
5. Submit the Returns Form with the supporting evidence.

Our Logistics Team will then advise you of the next steps.

9. Condition of Change of Mind Returns

You are entitled to inspect distance sale goods to establish their nature, characteristics and functioning in the same way that you would reasonably be permitted to examine them in a shop.

When returning unwanted goods, you must take reasonable care of them and return:

• The complete product.
• All parts, components, fittings and fixings.
• All accessories, instructions and manuals.
• All packaging supplied with the product, wherever reasonably possible.
• Any promotional items supplied as part of the purchase.

Goods should be returned in substantially the same condition as delivered.

Where permitted by law, we may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

A deduction may therefore be made where goods are returned:

• Installed or partly installed.
• Used beyond reasonable inspection.
• Altered, cut, drilled, marked or damaged.
• With missing parts, fittings, accessories or instructions.
• Without packaging where its absence has reduced the value of the goods.
• In a condition that prevents the goods from being resold at their original value.

Any deduction will reflect the actual reduction in value and will not be applied as a penalty.

10. Customer Arranged Returns

Where you arrange your own return:

• You are responsible for selecting a suitable carrier.
• The goods must be securely and appropriately packaged.
• You must comply with any return instructions supplied by our Logistics Team.
• You should obtain proof of dispatch and appropriate transit insurance.
• You are responsible for loss or damage occurring before the goods are received by us, except where the law provides otherwise.

The Costello Group Ltd is not responsible for loss or damage caused by inadequate packaging or by a carrier appointed directly by the customer.

11. Package, Bundle and Promotional Purchases

Where goods are advertised, priced and sold together as a package, bundle or promotional offer, the package is treated as a combined purchase for change of mind and discretionary return purposes.

Individual items forming part of the package cannot be returned separately while the customer retains the remaining package goods.

For example, where a media wall package includes wall panels, an electric fire and accessories for a combined package price, the wall panels cannot be returned separately while the customer keeps the other package components.

If a customer cancels or returns a package because it is no longer wanted, all goods, parts, accessories and promotional items included in the package must be returned.

If we agree, at our discretion, to accept the return of only part of a package, any refund will be recalculated to reflect:

• The normal selling price of the items retained.
• Any package or promotional discount that no longer applies.
• Any lawful reduction in value.

This section does not restrict a customer's statutory rights where an individual component is faulty, damaged, misdescribed or otherwise fails to conform to the contract. The appropriate remedy will be determined in accordance with applicable consumer law and the circumstances of the claim.

12. Return Review and Authorisation

Our Logistics Team manages all return requests.

We aim to review completed return requests within one working day during normal business hours.

A request submitted outside normal business hours, at weekends or on a public holiday will be treated as received on the next working day.

We will contact you by email to confirm one of the following:

Return accepted

If the return is accepted, we will:

• Confirm that the return has been authorised.
• Provide return instructions.
• Provide or agree a return location.
• Arrange an appropriate date or time where an appointment is required.
• Explain what will happen after the goods are received.

An acceptance email does not necessarily confirm the final refund amount. The goods may need to be checked to confirm that they are complete, identify any damage or excessive handling, and determine whether any lawful deduction applies.

Further information required

If we cannot assess the request using the information supplied, we may ask for additional photographs, videos, documents or other relevant information.

The assessment timescale will begin once we have received the information reasonably required to review the request.

Return rejected

If the request is rejected, we will:

• Provide the reason for the decision.
• Identify the relevant provision of these Returns Terms & Conditions where applicable.
• Explain any available next step or escalation process.

13. Returning Goods to a Showroom

Customers visiting a showroom to request a return must complete the online Returns Form by scanning the Returns QR Code displayed in the showroom or by accessing the form through our website.

Once the form has been received, our Logistics Team will contact the customer with the outcome and next steps.

If a customer is already on site with the goods and wishes to return them immediately, showroom or Sales staff may contact the Logistics Team to explain that the customer is present.

The Logistics Team will decide whether the return can be assessed or accepted immediately. Showroom and Sales staff are not authorised to approve a return, promise a refund or override these Terms.

Goods brought to a showroom without prior authorisation may be refused or the customer may be asked to wait until the Logistics Team has reviewed the request.

14. Refunds for Cancelled Distance Contracts

Where you validly cancel a qualifying distance contract, we will reimburse payments due to you, including the cost of our least expensive standard delivery option where legally required.

We are not required to refund:

• Any additional delivery cost resulting from your choice of a delivery method more expensive than our least expensive standard option.
•The direct cost of returning unwanted goods where that cost is your responsibility.
• Any reduction in value caused by handling beyond what is reasonably necessary, where a deduction is permitted by law.

We will make the refund without undue delay and no later than 14 calendar days after the earliest applicable date permitted by law, which will generally be:

• The day we receive the returned goods.
• The day you provide satisfactory evidence that the goods have been sent back.

Where we have agreed to collect the goods, the applicable statutory refund timing will be followed.

Although refunds can legally take up to the applicable deadline, we aim to process them sooner wherever possible.

After we issue a refund, your bank, card provider or payment provider may require additional time to credit the funds to your account. This processing time is outside our control.

15. Refunds for Faulty or Non Conforming Goods

Refunds, repairs and replacements for faulty, damaged, misdescribed or otherwise non conforming goods will be handled in accordance with the Consumer Rights Act 2015 and other applicable legislation.

The remedy available may depend on matters including:

• When the fault was reported, the nature and seriousness of the fault.
• Whether repair or replacement is possible.
• Whether a previous repair or replacement has failed.
• Whether the remedy can be provided within a reasonable time and without significant inconvenience.

Nothing in these Terms limits any applicable short term right to reject or any subsequent right to repair, replacement, price reduction or final rejection.

16. Method of Refund

Refunds will normally be made using the original payment method.

Where this is not possible, we will contact you to agree an appropriate alternative.

We may request reasonable information to verify the identity of the purchaser and protect customers and The Costello Group Ltd against fraud.

17. Return Disputes and Management Review

If you dispute a return decision, you should reply to the Logistics Team and explain why you believe the decision should be reconsidered.

The matter will be referred to Senior Management for review where appropriate.
C
Only the Managing Director or a Company Director may authorise a discretionary exception to these Returns Terms & Conditions on behalf of The Costello Group Ltd.

Any discretionary exception:

•Will be assessed individually.
• Does not create a continuing entitlement.
• Does not require us to make the same exception in another case.
•Cannot remove or reduce statutory rights.

We will communicate the outcome of the management review to you in writing.

Nothing in this section prevents you from exercising any statutory right or pursuing any legal remedy available to you.

18. Customer Responsibilities

Customers are responsible for:

• Providing complete and accurate information.
• Retaining the goods, packaging, packing slip, parts and accessories while a claim is investigated.
• Following reasonable return and safety instructions.
• Taking reasonable care of goods.
• Ensuring customer arranged returns are suitably packaged and insured.
• Returning all package or bundle components where required.
• Ensuring goods are returned to the location specified by our Logistics Team.

Customers must not return goods to an alternative address, warehouse or showroom unless instructed to do so.

19. Business Customers

The statutory consumer cancellation and return rights described in these Terms apply to consumers purchasing wholly or mainly outside their trade, business, craft or profession.

Purchases made by businesses or individuals acting wholly or mainly for business purposes may be subject to separate contractual terms and may not benefit from consumer cancellation rights.

Nothing in this section affects rights expressly granted under a separate written agreement with The Costello Group Ltd.

20. Statutory Rights

Nothing in these Returns Terms & Conditions excludes, limits or restricts rights or remedies that cannot lawfully be excluded or limited.

These Terms should be read alongside the remaining website Terms & Conditions, delivery information and product specific information provided before purchase.

21. Company Details

The Costello Group Ltd

Returns must only be sent or delivered to the location confirmed by our Logistics Team. The company's registered office details, contact details and Returns Form link should be displayed elsewhere on this website or inserted here before publication.

22. Replacement of Previous Policies

These Returns Terms & Conditions replace all previous returns policies published by The Costello Group Ltd for its websites, showrooms, product ranges and trading brands.

They apply to relevant purchases made on or after the effective date stated above. The terms applicable at the time of an earlier purchase will continue to govern that purchase, subject always to the customer's statutory rights.