Returns Policy

Returns Policy

In the unlikely event of goods requiring to be returned we have established a returns procedure which has been designed to cause you minimum inconvenience.

Suspected faulty Item
In the first instance contact us at hello@stopcreak.com and we will do our best to assist or to provide a replacement once the item has been returned where necessary.

Item missing or incorrect item sent
Should you receive goods that do not correspond with the description of the ordered goods then you should contact Customer Services on 07740 739 174.

Signing for goods
All larger items must be checked on delivery before signing for the item. If the item packaging looks damaged, please refuse the delivery and contact us.

Damaged item
 In the event that you receive a damaged item, speak to Customer Services on 07740 739 174  within 72 hours of receiving the order. A replacement will not be sent until the damaged item has been returned and inspected.

Unwanted or Incompatible Goods
If you purchased the goods online and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 14 working days of receipt starting the day after delivery by informing Fix-A-Floor in writing (email, fax or letter) and we will give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, complete and in a condition reflecting your statutory duty of care (at your own cost). Returns must be made within 14 days of issue of your returns authorisation which will be issued when you contact customer services.

It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier. We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.

When returning Items
All returned items must be in original packaging. Madison Clark Ltd will not be liable for any damage to items that are not adequately packaged and damaged in transit to Stop Creak.

Please ensure that you enclose:

  • Details of why you are returning the item
  • All packaging

Please Note, if products purchased are found returned faulty due to accident, neglect or misuse you will not be able to return the item to us. This does not affect your statutory rights. Any items returned not due to manufacturer fault will not be refunded and you will be liable to arrange return of these items back.

All returns must include your order number and the reason for the return. Returns should be sent to:

Returns Dept.

Madison Clark Ltd

24 Sydney Grove

London

NW4 2EH

Contact
If you have any comments, suggestions, concerns or questions regarding this Returns Policy please e-mail hello@stopcreak.com .