Returns for Change of Mind Policy

This policy summarises your right to return certain products bought online or in store if you have changed your mind. The policy is in line with your legal rights, although it is more generous that what you are entitled to as a matter of law. This policy does not affect your legal rights if there is a defect with your product.

1. General Conditions

Where you change your mind about a product purchased from ABI (either online or by placing an order in our showroom), provided the product is eligible for return (see below), you may return it to ABI within 60 days of purchase, in exchange for a full refund.
Where you start the return process for an eligible product within 14 days after the day you received the product, you will be refunded the price of the cost of ABI’s least expensive delivery option along with your full refund. Where an eligible product is returned after 14 days from receipt but within 60 days of purchase, you will not be eligible to receive a refund of this delivery cost.
Where an eligible product is returned between 60 days and 90 days after the date of purchase, you will receive a credit note for the value of the product.
In order to receive a full refund or a credit note for a returned item:
1. all returned products must be in their original, unused and uninstalled condition, including in their original ABI packaging (i.e. the product's ABI branded packaging/box); and
2. all packaging must be free of writing, postage labels and damage.

2. Postage

You must return the products without undue delay and in any event not later than 14 days after the day you start the return process on our Returns Portal. To note:
All return postage costs are at the customer’s expense.
You may select your preferred return method on the Returns Portal.
Once you have processed your return on the Returns Portal, you will receive a form via email, which you must include inside in the parcel when returning the product(s) to us.
ABI recommends that all returned items are sent with postal tracking and insurance.
If you have selected to purchase a return label via DPD on the Returns Portal, you will also receive an email from DPD with the postage label.
Please do not apply postage labels directly to a product’s original packaging. All products should be returned in a separate postage bag or box.
All returned products should be returned to:

ABI Interiors
4 Forest Park Way
Pease Pottage, Crawley
United Kingdom, RH11 9ZG
You should retain evidence of the delivery, as no refund will be issued if ABI does not receive the product and you don't have evidence of sending it back to us.

3. Excluded Products

ABI does not accept returns for change of mind on bespoke products (i.e. products made to customer's order).

4. Exchanges

ABI does not offer exchanges on change of mind returns.
Please place a new order for all new items.
At the time of making your return, you may request a credit note instead of a refund on your returned item. That credit note can be put towards the cost of your new item.

5. Processing Your Return

On receipt of your returned product to ABI, ABI will undertake a quality check of the product.
Where the product and its packaging are in their original, unused and undamaged condition as explained above, ABI will:
1. process your refund to the card on which payment for the product was originally processed, or issue a credit note within 14 days of receiving the product at ABI’s warehouse or you providing evidence of sending it back, whichever is earlier; and
2. notify you by email once your request has been processed.
Where you have purchased a product using a discount, you will be issued a refund or a credit note for the discounted value of that item. Where a discount has been applied to a whole order, discounts apply equally to the individual items within that order.
Where a product or its packaging is found to be damaged, has been installed, or is otherwise not in its original condition, that product will not be eligible for a full refund. The product may still be eligible for a partial refund, depending on the extent of the use/damage. In such a circumstance, the customer can elect to either:
1. receive a partial refund or credit note; or
2. have the product returned to the customer at the customer’s cost.

6. I am an international customer - how do I process a return?

The process for international returns is the same as the process for local returns outlined above; as with local returns, all return postage or courier costs, including:
1. any applicable import VAT, custom duties, customs clearance or other applicable governmental taxes, and
2. the cost of having a damaged product returned to the customer in accordance with clause 5, are at the customer’s expense.
The customer is responsible for organising any return postage or courier service.
ABI recommends that all return items are processed with tracking and insurance.

7. I am a Reseller of ABI products - how do I process a return?

Where you are an official ABI Retailer or Affiliate, the above returns process will still apply to you. You are responsible for the cost of shipping any returned items to ABI and complying with the above timeframes.
Where your customers wish to return an ABI product, they should return that product directly to you under your own returns policy. You may then return that item to ABI, provided that the item complies with ABI’s return terms.
You may, at your discretion:
1. pass on the cost of returning a product to your end customer; or
2. direct your customer to ship a returned product directly back to ABI at their cost. If you intend to do this, you should make this expressly clear in your own returns policy and any refund payments to your customer must still be processed by you.

8. I purchased an ABI product from a store that wasn’t owned by ABI - how do I process a return?

ABI’s Returns for Change of Mind Policy only applies to products purchased directly from ABI.
Where you have purchased an ABI product through a reseller, that product should be returned directly to the reseller under their own returns policy. Be aware, however, the reseller may not accept returns for change of mind for goods sold in stores, or their terms might be different.
Your reseller may direct you to ship the product directly to ABI (you should confirm with the reseller whether they expect you to bear the cost of doing so). However, note that where the reseller has directed you to ship the product to ABI, any refund payment will still be processed through the reseller.

9. I received a damaged product/want to make a warranty claim - what do I do?

This policy only applies to returns for change of mind.
Where you have received a product that you believe is faulty, not of appropriate quality, or not fit for its purpose, please contact ABI directly at [email protected]