All Returns Please Contact 01782 534110.

Faulty Products and Products delivered damaged

Your rights

In the unlikely event that a Product is faulty, not as described or delivered damaged we will organise the exchange. If you’re ordering Products from us as a consumer rather than in the course of your business, you may have additional legal rights and nothing in these Terms will affect these rights.

Please contact us if there’s an issue

If there are any issues with the Products you’ve ordered, please contact us straightaway so we can help. You can email us at [email protected] or call us on 01782 534110. Please have your order number to hand as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card or account used to purchase the affected Product(s).

Statutory right to cancel if you’re a consumer

Consumer Cancellation Right

If you’re ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (excluding orders for bespoke or made-to-measure Products) and receive a full refund, including standard delivery charges. This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms.

How to exercise your Consumer Cancellation Right

To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14 day period starts the day after the last instalment is delivered. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been delivered, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.

How to return Products that have already been delivered to you when you’ve exercised your Consumer Cancellation Right

You can return any Products to us at J Harrison & Sons (Coal Merchants), along with proof of purchase. Or, you can arrange for us to collect the Products by calling us on 01782 534110, with your order number and details of the Products you want to return. We’ll then arrange for the Products to be collected by our nominated carrier. Please note that our minimum charge for this collection service is 20% or £25 of the order value whichever is greater and may be more depending on your location and Product type.

Your refund when you exercise your Consumer Cancellation Right

We’ll refund your returned Products as soon as possible and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the manner in which you’ve handled them.

Other cancellations/returns

Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please call 01782 534110 or email [email protected] with your order number, postcode and phone number. If we do accept a return of the Products, they must be returned in their original condition within 14 days of the date of delivery to you.

You’ll be responsible for returning the Products to us at your own cost.

Please take care of the goods and any packaging.If their value is diminished by any amount as a result of handling of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods we reserve the right to deduct that amount from the refund, up to the value of the purchase price.

If you cancel, you must return to us any goods that have already been dispatched at your own expense within 14 days of cancellation. We will reimburse all payments within 14 days of cancellation. Where the contract is for the supply of goods, and these have already been dispatched, we will reimburse all payments within 14 days of receiving them back from you . If the products can not be returned by the customer themselves we can potentially organise collections however the collection costs vary job to job (standard collection costs £25) and sometimes the collection costs can out way the product cost. Call 01782 534110 for more details.

Any Product which needs to be collected by us will have recollection charges added and the standard collection cost is £25 or 20% whichever is greater per consignment . In some cases the recollection costs can be more than the products value.

Your Rights To Cancel

You have no rights to cancel orders placed in store. However we may consider items for return and credit at our discretion .

Distance Selling a customer has 14 days to notify us to cancel. Once cancelled a customer then has 14 days to return. The return fees will be covered by the customer and the products have to be returned in unused saleable condition with original packaging intact.

Returns & Exchanges

If the product arrives damaged then the purchaser is required to provide photos showing the damage within 24 hours of receiving the goods. They must notify J Harrison & Sons within 24 hours of receiving the goods to arrange refund or exchange. Photos can be sent directly to our office via: [email protected] please include the purchaser’s name and address for reference.

We require the damaged product to be returned to us prior to us processing a refund or exchange for replacements.

At our discretion, we may allow items to be returned, the price upon refund may not be the same as the original price paid.

J Harrison & Sons shall accept no liability in respect of any defect or damage arising from the fair wear and tear, wilful damage, negligence, abnormal working conditions, effective or poor installation, misuse, alterations or repairs of the goods.

Statutory Information

J Harrison & Sons (Coal Merchants) Ltd, The Coal Yard, Milton Road, Milton, Stoke on Trent, Staffordshire, ST1 6LE. United Kingdom. Company Number: 02456221.

Telephone Number: 01782 534110

Email: [email protected]