Changes & Cancellations Policy
Changes & Cancellations
Whether you're looking to enquire about an online order, home delivery or to simply let us know how we did, please do get in touch.
Our advisors are happy to help: firstname.lastname@example.org or 08009550028
Alternatively, write to us at...
RUBEZA - Customer Care, Unit 3A, Albion Works , Moor St , Brierley Hill , West Midlands Dy53sz
Your Rights To Make Changes To The Order's
We work to tight timescales with our supply chain but we do give you opportunities to change/amend your order and set out the relevant timescales below.
After you have received your Email Confirmation, if you wish to make a change to the goods you have ordered, please contact us and we will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change is unacceptable to you, you may end the contract as set out below. Your statutory rights are not affected.
Customer Requests to Amend or Cancel
Within 7 days from day of order, free of charge to amend or cancel.
Between Day 8 - Day of delivery, charges per item of %20 to amend and %30 to cancel.
Within 14 days of delivery, charges per item of 20% to amend and 30% to cancel, however, good must be collected as soon as possible.
If you wish to amend an order and have no items to sit on, we can offer loan furniture at a set fee of £200, the fee must be paid in advance.
Delivery day notice:
Our Trained delivery team is dedicated to providing the best experience for you when your new item arrives! Our Trained delivery team will open all boxes and check that you are entirely satisfied with the product. Our standard 2 man delivery team will also put your sofa or furniture together if necessary. If you are happy with our products, please leave us and our drivers a 5* review as it really does help! On the off chance that you not happy, our team will take our products back on the same day. We can swap your item , with a %20 charge per item, OR a cancellation of your order and product take back is chargable at %30 per item.
All deliveries are tracked and each time a product is delivered, we take a picture of the delivered product as well as a copy of your signature for our records. Please ensure you check all products when the team is there. If you have signed to say you are happy with the items and that they have been delivered , we cannot take responsibility for damages after you have signed and confirmed.
Customer Requests to Amend or Cancel - Re-home and Clearance
Day of order - Day of delivery, free of charge to amend or cancel.
Within 7 days of delivery, £100 charge to amend, to cancel it is a charge of 20% per item or £250, whichever is lower, however, goods must be collected immediately.
If you wish to amend an order and have no items to sit on, we can offer loan furniture at a set fee of £200.
Your statutory rights are not affected and these terms are relevant when purchasing via channels that are not subject to the Distance Selling Rules.
- Bespoke or Personalised Goods Are Non-Refundable.
- Gift Card's
Reporting a damage problem
Once your order has been unwrapped in your home and there are signs of transit damage, a member of our delivery team will liaise with you to sort out the problem whenever possible.
If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 0800 9550028 or write to us by either clicking here or by post at RUBEZA , UNIT 3A ALBION WORKS BRIERLEY HILL MOOR ST , DY53SZ or email email@example.com
How the process works
If the furniture is usable, despite the damage, we're happy for you to go ahead and use it.
Our delivery team will be note in our delivery system damaged and they will ask you to sign it and you write simply “ damaged “ and sign it.
⁃ If it’s repairable ; One of our technicians will contact you and arrange to visit and repair the problem to manufacturing standards, generally within 14 days. If he or she cannot resolve the matter on the first visit and parts are required, we will try to source them as quickly as possible.In the event that a repair cannot be made, we will replace the furniture, or give you a full refund.
⁃ If not repairable ; Depends a situations our one of representatives might be offer sum of money for this fault or item will replaced as as soon as we can. If Item’s arrived damaged and if you wouldn’t want replacement we will give you a full refund.
⁃ As a customer, it’s your legal right to receive either a repair, replacement or refund for products that are faulty depending on how long you have had them for. We'll offer resolutions based on the timelines outlined in the consumer legislation in force at the time of purchase.
⁃ For purchases made after October 2015 the Consumer Rights Act 2015 applies. In addition to your statutory rights we also give you rights under our warranty.
⁃ If your item arrived damaged , Up to 30 days from delivery, as a customer, you are entitled to reject the goods and have a full refund, however, we will work with you to investigate other options if you would prefer, for example, a repair or replacement which may be a faster and more effective solution.
Goods that are deemed faulty revert to the ownership of RUBEZA , and must be in our possession before any money is refunded.
How soon will I get my refund ?
- Once your return is received , we will send you an email to notify you that we have received your returned item.
- When we received your item , then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 business days.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then 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 yet, please contact us at firstname.lastname@example.org