Returns Procedure
Our products are covered by our 14-day money-back-guarantee which fulfils the legal requirements of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under the Consumer Contracts (Information, cancellation, and additional charges) Regulations 2013, you have a right to cancel your order for any item purchased on this website for a full refund within 14 days of receipt of goods. To cancel, please contact us within 14 days of receiving your parcel, quoting your order number. Your items, where reasonably possible, must be returned to us in their original packaging.
If you are returning unwanted goods, you are responsible for the cost of returning the products to our warehouse. The cost will depend on the carrier you use to return the products. Once we receive the return, we will issue a refund to the card used for your original purchase. Delivery costs from the original purchase (if applicable) will not be refunded. For this reason, we do not require you to arrange the return of goods that have arrived damaged or incorrect.
For items that are damaged or incorrect, please contact us and we will look to resolve the issue as soon as possible.
We strongly advise you to keep your proof of postage or request tracking information when you arrange the return, as we will not be able to issue a refund for goods that are lost in the post.
If you have an urgent query in regard to your order, please contact us on 0800 515 300.
Opening hours: Monday – Thursday 08:30-16:30 Friday: 08:30-16:00 / Saturday & Sunday: Closed
Warehouse address for returns:
Web Returns
Addis Housewares Ltd
Zone 3 Waterton Point
Brocastle Avenue
Waterton Industrial Estate
Bridgend
CF31 3US
Delivery
Once you have placed your order, our parcels team will package your goods ready for dispatch. Once the carrier has collected your order, you will receive a tracking number which will allow you to keep updated with the status of your delivery. Goods will be delivered within 5 working days from confirmation of your order; however, this may be extended during our busier periods such as Christmas. There are also other factors out of our control that can cause your delivery to be delayed, therefore we would advise you to contact us if your parcel is delayed and we will be able to provide assistance.
Standard delivery (up to 5 working days) is made by DX and is charged at £3.95 per order. Free delivery applies to orders over £30.00.
If we are still unable to make a successful delivery after two attempts, your order will be returned to our warehouse. You can then request the order to be re-delivered, however this will incur an extra delivery cost of £3.95, unless the delivery error is due to failure on the part of Addis or our carriers, in which case Addis will re-deliver free of charge.
Unfortunately, we no longer deliver consumer orders to the Scottish Islands, Scottish Highlands, Isles of Scilly, Isle of Man, Isle of Wight, Northern Ireland, Republic of Ireland & Channel Islands. However, we are able to deliver spray mop bottles and small parts to the above areas via Royal Mail. Parts cannot currently be ordered on our website; therefore, you will need to contact us to place an order for small parts/bottles. A higher delivery fee will be charged for this service.
Exceptional Circumstances
In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems, we may be unable to fulfil your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfil the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.
General Terms of Delivery
Delivery times apply only to products in stock. If an item is out of stock, we will inform you at the earliest opportunity. If we are unable to guarantee when new stock will be available, you have the right to cancel your order.
In periods of high demand, it is possible an order will be accepted with insufficient stock to fulfil that order. In case of items being out of stock, we will deliver as soon as new stock arrives unless you request a refund.
DX work throughout the day, Monday to Friday (excluding public holidays), therefore your order may arrive anytime between 7.00am and 5.30pm.
We do not generally deliver on weekends or Bank Holidays although occasionally some smaller items may be delivered by Royal Mail on a Saturday.
Some deliveries may require a signature by either yourself or a trusted friend/neighbour.
For security reasons, we cannot deliver to a BFPO address
We reserve the right not to deliver orders if we believe the address is not secure, for example, to communal postal address or a PO BOX – if this affects an order you place, we will notify you as soon as possible.