Products cannot be returned as they cannot be resold - unless there is an obvious manufacturing fault
If a product is faulty in any way, please contact our Customer Services Department on chat or by email upon receipt of the product quoting your name or order number. A Customer Services representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team. In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email.
If the fault cannot be verified over the phone or email, the item may be required to return to us for inspection before a determination can be made as to the state of the product.
Please do not send your products back to Contrado without contacting a member of our team first. May we remind you to review the terms that you agreed to at time of purchase which are on our web site if purchased online and in the online order confirmation email.
We are determined that you should be a happy customer and we put in huge efforts to produce the best items we can, but human error may occasionally surface. If you are unsatisfied, raise your concern. Please note we work in accordance with these provisions:
Non-faulty goods. We cannot accept returns of Non-Faulty goods because the products have been personalized or customized specifically for you.
We will only acknowledge returned goods if they are sent using Courier with 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault then we will reimburse the courier 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that Contrado will redo or recommend remedy for a faulty item. Please note if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair.
Where there is minor fault we may suggest an alternative remedy.