By visiting our website and placing an order, you accept our terms and conditions as listed below.
We operate and adhere to the Consumer Rights Act 2015.
Overview
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All goods must be inspected upon delivery and signed for accordingly. Notification must be received by email to us, of any damage or shortage of the goods within 5 days from the delivery date, supported by photographic evidence. You agree to take reasonable care of any goods supplied and any goods which are either badly shop soiled or not returned in their original cartons, will not be credited whatever the reason.
To complete your return, we require a receipt or proof of purchase. Orders which are refused on delivery will be returned to us via the carrier. As carriage has been attempted the carriage cost (delivery & return) as well as handling charges may be invoiced to you.
Orders where delivery cannot be completed. Where a delivery has been attempted 3 times by the carrier, will be returned to us. As carriage has been attempted the carriage cost (delivery & return) as well as handling charges may be invoiced to you.
All deliveries are sent with a request for a signature and will not be left without proof of delivery being completed. If a customer chooses to overrule this instruction, we will not be held responsible for goods that are lost or stolen, and no refund will be given.
Should the courier be unable to deliver within the set date, they will inform the customer and provide the customer with a new delivery date. Untouchables Online is never responsible for any losses, costs, damages, or expenses that the customer or delivery company takes on as a direct or indirect consequence of us not being able to deliver on time.
Shortages or Damage
Claims for non-delivery must be made within 7 working days from receipt of the invoice.
Claims for shortages and damages must be made within 24 hours of receipt of delivery.
Upon the arrival of delivery, the customer must examine your order for transportation damages. Damaged packaging may indicate that the product is also damaged. In this case, please refuse the order and contact [email protected] within 4 days, providing your order number, and if possible, photos showing the damage. We will immediately start working to resolve your issue and keep you informed. It is important you advise your customers to not accept items if there is visible damage to packaging unless, of course, they wish to accept and request spare parts where needed.
Orders which are damaged on delivery. Where a delivery has been refused by you, it must be clearly visible on the carrier’s website as damaged. The carrier will return the item to us, and we will send out a replacement. No additional costs will be incurred by you.
Parts requests. Our policy is to supply free-of-charge parts requests you. Should you wish to order any spare parts please use contact us on [email protected] to speed up the process to speed up the process.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds
Contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at [email protected]
Incorrect and incomplete notified returns will not be processed.
Please note we do reserve the right to: Change our decision based on our inspection of the goods once they have been returned to our warehouse.
Please Note: Customised, Special Order and Clearance items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to: [email protected], and send your item to Unit 11, Redwood Business Centre, 3 Redwood Crescent, East Kilbride, G74 5PA.
Shipping returns
To return your product, you should mail your product to: Unit 11, Redwood Business Centre, 3 Redwood Crescent, East Kilbride, G74 5PA.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
The courier company will only collect the returned product from the registered shipping address (meaning, the original delivery address) and under no circumstances will the product be collected from another address. This safeguard is in place to inspect the product at the original address to avoid any possibility of breakage in subsequent transits.
If the product has been moved to another address, the return stands void.
Force Majeure
Untouchables Online has no obligation to pay damages if we fail to deliver, should delivery be made difficult or impossible due to unforeseen events that occur after an order is accepted. Examples of force majeure are natural disasters, mobilization, war, lock-outs, riots, work-related conflicts, energy crises, damage to machinery, fire, epidemics, denial of import or export, etc. as well as situations where transportation is made difficult or impossible.
Need help?
Contact us at: [email protected] for questions related to refunds and returns.
Need assistance?
Contact us Today
Are you looking for design or interior decor ideas, further details about any of our products or perhaps just some guidance on the best way to apply your new wallpaper? Then contact us today, our team are always more than happy to assist!
