(Domu Brands Ltd t/a BTFY (`we, us our`)
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through BTFY.com
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).
1.6 Direct Home Delivery (DHD):
We offer some goods which are manufactured or distributed by our third-party suppliers and these third parties will deliver the products directly to you. We are still responsible for the sale of these DHD products to you, so please continue to contact Domu Brands Ltd t/as BTFY.com with any queries.
Next Day Delivery and fixed delivery dates are not available on DHD products. These products will be clearly identified on our website prior to purchase and in our email confirmation of order.
1.7 UK Mainland:
For the purpose of our terms and conditions, Delivery Policy and Returns Policy, UK Mainland excludes Isle of Wight, Isle of Man, Isle of Scilly, Scottish Highlands, Grampians, Northern Ireland, Channel Islands, Gibraltar and any other territory or crown dependencies of the United Kingdom.
1.8 BTFY.com products:
Means all Vonhaus, VonShef, Spinningfield, BTFY, Milo & Misty, and Gold Coast products.
2. If you choose to return and cancel your order
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) you purchased the products as a consumer and have not used them for business purposes;
(b) you let us know that you are going to return the product within 14 days of it being delivered;
(c) we then receive the returned product from you within 14 days of you letting us know about the return and cancellation;
(d) the returned product is unused, as new and in its original condition and otherwise in a condition enabling us to sell the product as new (please note section 5 below, Assembled Furniture, if you have received a furniture product for assembly);
(e) you comply with the procedure set out in this policy in relation to the return of the product; and
(f) none of the exclusions set out in this policy apply (please note certain products cannot be returned or must still be sealed, as set out below in section 4 Exclusions).
3. Returns procedure and costs
3.1 In order to take advantage of your rights under this policy, you must either use the model cancellation form provided with our standard terms or email us directly using [email protected] and you will be provided with a return authorisation number. Please then send the product to us with a covering note quoting that authorisation number.
Please note: if you do not follow this process, we may not be able to accept your return or process any refund.
3.2 BTFY.com products only- returned under this policy must be sent via the method stipulated by the customer service agent to:
DOMU Brands Ltd – Returns Department
Unit 30 Stakehill Industrial Estate
3.3 For DHD and other products please contact the customer services team using: email [email protected] for details of how to make any return and where to send it.
Please note: Any products not sent in accordance with this Policy and instructions provided will not be accepted and any costs incurred in returning the products to you or otherwise disposed of will be charged to you.
3.4 Unless the goods are faulty, you will be responsible for paying our direct costs of return, such as courier. collection and/or postage costs, associated with returns under this policy. You will been informed of the costs when you notify us about the return. For unwanted items indicative return charges are;
- £4.99 – (products under 10kg and shorter than 80cm on longest side)- for a label to drop off at a Hermes parcel shop
- £9.99 - for home collections (products under 10kg and shorter than 80cm on longest side)
- For larger items such as furniture, returns costs vary depending on the courier that will be collecting the goods from your home, item weight(s) and dimensions. These will be confirmed at the time. These larger items delivered on a pallet will need presenting on a pallet and wrapping, and be left in an accessible place for return.
Please note these vary and will be confirmed at the time of any return.
4.1 The following kinds of products may not be returned under this policy:
(a) food, drink and any other products liable to deteriorate within the period of 3 months following dispatch;
(b) DVDs, CDs and other audio or video or audio-visual recordings if you have opened the seal;
(c) computer software (whether on CD-ROM, DVD-ROM or otherwise);
(d) newspapers, periodicals, magazines or similar products;
(e) toiletries and cosmetics if you have opened the seal;
(f) any product made to your specification;
(g) any product made to order;
(h) any product personalised or adapted for you;
(i) gift vouchers.
However, if you have made an error in your order for a product in paragraphs 4.1 (f), (g) or (h), please let us know as soon as possible and we will do our best to amend or update the order. Please note, we make no guarantee that we will be able to amend the order on this basis.
5. Assembled Furniture
5.1 If you have purchased and assembled furniture in flat pack form or which otherwise requires assembly, and following which you wish to cancel your order and return the product, please review this section 5 carefully because it will apply to any return and refund.
5.2 We do not believe it is necessary to assemble the furniture to determine its quality or to establish its nature, characteristics and functioning. However, we are still willing to accept returns of such assembled furniture, but you should de-assemble and repackage the product for return. The product should be returned in ‘as new’ condition and without damage, marks or other signs of unreasonable use.
5.3. If the product is not returned in the required condition then we are likely to apply a deduction for ‘unreasonable use’ to reflect the reduction in value of the product caused by your assembly and use. To determine the deduction amount we usually refer to the price we will be able to achieve when re-selling the product (known as Reverse Logistics), by reference to equivalent products and trading history, so that we have a consistent and transparent method of accounting to you. This deduction is usually around 50% of the original sale price, but will be confirmed to you at the time of refund.
Please note that, in our experience, assembled furniture is highly likely to result in a deduction for use because we rarely receive such products returned in a good condition.
6. Refunds and returns costs- At your choice (for faulty goods see section 7)
6.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
6.2 We will refund to you the original delivery charges relating to the returned product. However, if you chose a kind of delivery costing more than the least expensive kind of delivery that we offer, we will retain the difference in cost between the kind of delivery you chose and the least expensive kind of delivery that we offer.
6.3 We will not refund to you any costs you incur in returning the product to us.
6.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
6.5 We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.
7. Improper returns
7.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
8. Faulty Products
All BTFY.com products receive a 2-year warranty and all DHD and other products receive a 12-month warranty, which confirm that your product will be of satisfactory quality and fit for purpose for the duration of the warranties. Please note this is in addition to your statutory rights.
If your product is faulty or defective and this is not caused by your use or storage, we will repair or replace the damaged product and cover the postage or courier costs associated with sending the product back. Please also refer to the Warranty Statement and our full terms and conditions Section 10 for more details.
If you believe you have received a faulty item, please email [email protected]
9. Our details
9.1 This website is owned and operated by DOMU Brands Ltd (trading as BTFY.com).
9.2 Our registered office is at 4th, 5th & 6th Floor, The Tower, Deva Centre, Salford, M3 7BF. Please do not return any products to this address, they will not be accepted and you may be charged. Please use the contact details provided in this policy above.
9.3 You can contact us by writing to the business address given above, by using our website contact form or by email to [email protected]