Returns / Damages
We are always happy to give a full refund on unused items that are returned to us in the original packaging. Regrettably, we are unable to accept any returns on products made to order except if they are defective or damaged in any way.
If your goods have been damaged in transit, please keep in the original packaging and return to us as soon as possible. Damaged or faulty goods will be replaced by an equivalent product.
Returns must be received within 14 working days of receipt of goods stating the reason for return.
A credit will be made to your credit/debit card account if purchased on line or you will receive a cheque refund if payment was received by cheque.
Other Important Information
Please note that many of our bespoke products are handcrafted using reclaimed and natural materials. These materials can vary in shape, size and colour to those illustrated.
Reclaimed timber, in particular, exhibits imperfections and idiosyncrasies and is NOT popular with everyone. Please ensure you are aware of these characteristics before ordering products made from this material.
We will endeavour to supply all products as illustrated but on rare occasions reserve the right to use other materials subject to availability.
Kitchen Islands and Furniture
Our kitchen islands are handcrafted to order and we will contact you within 24 hours of receiving your order to discuss lead times. However, as a general rule you must allow 8 / 12 weeks for delivery.
Delivery Information
We are an environmentally friendly company and where possible use as little packaging as possible. Our kitchen islands are delivered by courier and we will notify you well in advance of the delivery date.
Access Considerations
Please note that many of our larger kitchen islands can be delivered in 3 sections: 1 x work surface and 2 x ends but will require professional assembly in the home. Our smaller kitchen islands can be delivered in 2 sections : 1 x work surface and base. Old Image can assemble the kitchen island for you at extra cost depending on your location. This service is free in Bristol and the surrounding areas (10 mile radius).
Complaints
We believe that the goods we offer are of good quality and make every attempt to offer the most efficient service we can.
In the unlikely event that our goods or services do not live up to your expectations then please contact us either by telephone or e-mail and we will endeavour to respond to complaints as quickly as possible.
WEEE Regulations
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
Recycling reduces the environmental and health risks associated with sending electrical goods to landfill.
Old Image is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
Customer Comments / Feedback
Please do not hesitate to contact us with any questions or enquiries regarding our designs, sizes, materials or orders.
Your comments and opinions are valuable to us, so please feel free to let us know if you have any suggestions about our products or services, and share your ideas on how we can improve what we do.
We look forward to hearing from you.