Return & Refund Policy

At Seralyns, we want customers to have clear and reliable information about returns, refunds, replacements, and damaged or incorrect products. We supply office furniture and related products, including Office Chairs & Seating, Office Desks & Tables, and Office Storage & Decor.

If you change your mind about an eligible purchase or experience a problem with an item you receive, please contact our customer service team. We will review your request and provide the appropriate return, replacement, repair, or refund options in accordance with this policy and applicable consumer law.

Nothing in this policy is intended to limit or exclude any statutory rights available to consumers under applicable law.

1. Change-of-Mind Returns and Cancellation Rights

If you purchase goods from Seralyns online, you may notify us that you wish to cancel an eligible order within 14 days after the day you receive the goods, subject to applicable exclusions and statutory requirements.

You do not need to provide a reason for exercising an applicable statutory cancellation right.

After notifying us of your cancellation, you should return the goods in accordance with the return instructions provided by our customer service team and within the applicable return period.

For change-of-mind returns:

• Please handle the product only to the extent reasonably necessary to establish its nature, characteristics, and functionality.
• The product should be returned with its components, accessories, manuals, hardware, and other included materials where applicable.
• Original packaging should be retained and used for the return where reasonably possible, particularly for furniture and larger products where suitable packaging helps protect the item during transportation.
• Customers may be responsible for the direct cost of returning eligible goods when cancellation is unrelated to a fault, damage, incorrect item, or misdescription, where permitted by applicable law and where this information has been provided as required.

Because many of our products, including office chairs, desks, tables, and storage furniture, may be large, heavy, or bulky, return transportation costs can vary depending on the dimensions, weight, collection location, and carrier required.

Please contact us before arranging a return so that we can provide the appropriate return instructions.

UK distance-selling rules generally provide a 14-day cancellation period for online goods purchases. GOV.UK

2. Faulty, Damaged, Incorrect, or Misdescribed Products

If a product arrives damaged, faulty, incorrect, incomplete, or not as described, please contact us as soon as reasonably possible.

Under applicable UK consumer law, consumers may have additional statutory remedies where goods are faulty, not of satisfactory quality, not fit for purpose, or not as described.

Where applicable, these remedies may include:

• A refund
• Repair
• Replacement
• Price reduction
• Another remedy required by applicable consumer law

The Consumer Rights Act 2015 provides a short-term right to reject qualifying non-conforming goods, generally within 30 days, subject to the circumstances and statutory requirements. Rights to repair, replacement, price reduction, or final rejection may also apply beyond that initial period. Legislation.gov.uk

Nothing in this policy replaces or reduces these statutory rights.

3. Return Conditions

For change-of-mind returns, we ask that customers take reasonable care of products while they are in their possession.

Where applicable, returned products should include:

• The product itself
• Original components and parts
• Assembly hardware
• Accessories
• Instructions and manuals
• Protective materials
• Original packaging where reasonably available
• Any other items originally supplied with the product

Products should be packaged securely to help prevent damage while being transported back to us.

Customers should not intentionally alter, damage, misuse, or unnecessarily modify a product before returning it.

For furniture supplied unassembled or partially assembled, reasonable assembly or inspection does not automatically remove any statutory rights. However, customers should avoid unnecessary use or handling beyond what is reasonably required to inspect the product.

Where permitted by law, we may make an appropriate deduction from a refund if the value of goods has been reduced because they were handled beyond what would reasonably be permitted when examining the goods.

UK government guidance permits a reduction in certain cancellation refunds where handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Cổng Thông Tin Chính Phủ Anh

4. Return Shipping Costs

Change-of-Mind Returns

Where a customer exercises an eligible cancellation or change-of-mind return and the product is not faulty, damaged, incorrect, or misdescribed, the customer may be responsible for the direct cost of returning the goods, where permitted by applicable law.

Furniture products can vary considerably in size and weight. Return costs for an office chair, desk, table, cabinet, shelving unit, or other bulky product may therefore be higher than those for a standard parcel.

Please contact us before returning a large or bulky item so that we can provide appropriate instructions.

Faulty, Damaged, Incorrect, or Misdescribed Products

Where goods are being returned because of a confirmed fault, damage, incorrect supply, or failure to conform to the contract, Seralyns will bear reasonable return costs where required by applicable law.

Depending on the circumstances, we may provide a return arrangement, collection instructions, replacement, repair, refund, or another appropriate remedy.

The Consumer Rights Act specifies that when the statutory right to reject applies, the trader bears reasonable return costs, subject to the statutory provisions. Legislation.gov.uk

5. Refund Processing

Once a return has been received, or acceptable evidence of return has been provided where applicable, we will review the return and process an eligible refund in accordance with applicable requirements.

For eligible cancellation returns, refunds will be issued within the period required by applicable consumer law. UK guidance generally requires a trader to refund within 14 days after receiving the returned goods or evidence that the goods have been sent back, depending on the circumstances. Cổng Thông Tin Chính Phủ Anh

Approved refunds will normally be issued to the original payment method used for the order.

Once a refund has been submitted by us, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.

These external processing times are determined by the relevant financial institution and are outside our direct control.

Where required by law, an eligible cancellation refund will also include the applicable standard outbound delivery charge. Additional delivery costs resulting from a customer selecting a more expensive delivery method than the standard delivery option may not be refundable where permitted by law.

6. Damaged Products

Office furniture can be large and may contain multiple components, panels, fittings, or hardware. If your order arrives damaged, please contact us promptly so that we can assess the issue.

Where possible, please provide photographs showing:

• The complete product
• The damaged area
• The outer packaging
• The internal protective packaging
• The shipping label
• Any damaged or missing components
• The product label or SKU, where available

For products consisting of multiple components, please identify which part is affected.

Please retain the product and packaging while your claim is being reviewed unless our customer service team instructs you otherwise.

Depending on the nature of the issue and your applicable rights, an appropriate resolution may include replacement parts, repair, replacement of the product, refund, or another remedy.

7. Missing Parts or Hardware

If an office chair, desk, table, storage unit, or other product arrives with missing components, assembly hardware, fittings, or accessories, please contact us before attempting to modify the product or obtain substitute parts.

Please provide:

• Your order number
• Product name
• Product SKU, where available
• Details of the missing component
• Photographs of the product and contents received, where useful
• The relevant part number from the assembly instructions, where available

We will review the information and determine an appropriate resolution.

8. Incorrect or Misdescribed Products

If you receive a product different from the item ordered, or if the product is materially inconsistent with its description, please contact our customer service team.

Please provide your order number together with photographs of the product received.

We will compare the information with your order and the applicable product listing and provide an appropriate resolution.

Goods sold to consumers must comply with applicable requirements regarding quality, fitness for purpose and conformity with their description. UK guidance also states that businesses must provide a full refund where required for goods that are faulty, not as described, or do not perform as they should. GOV.UK

9. Exchanges, Repairs, and Replacements

Depending on the circumstances and applicable consumer rights, we may offer or arrange:

• Replacement components
• Repair
• Replacement of the complete product
• Refund
• Price reduction
• Another appropriate remedy

Replacement availability depends on current product availability.

If an identical replacement is unavailable, we will contact you regarding the available resolution.

Nothing in this section limits any remedy to which a consumer is legally entitled.

10. Items Marked as Delivered but Not Received

If tracking information indicates that an order has been delivered but you cannot locate it, please contact us as soon as possible.

Before contacting us, we recommend checking:

• The delivery location shown in the tracking information
• Safe places around the property
• Reception or building management, where applicable
• Other household or workplace members who may have accepted the delivery
• Any delivery photograph or carrier notification

Once contacted, we will review the available tracking and order information and, where appropriate, investigate the delivery with the carrier.

Any replacement, refund, or other resolution will depend on the circumstances and applicable legal requirements.

11. Refused or Undeliverable Deliveries

Customers should provide an accurate and complete delivery address when placing an order.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, failed to provide necessary delivery information, or refused a delivery without exercising an applicable cancellation or statutory right, the goods may be returned to the sender.

Once the goods have been returned, we will review the order and determine the applicable refund.

Any deduction for delivery, collection, redelivery, or return transportation costs will only be made where permitted by applicable law and the circumstances of the order.

This section does not restrict a customer’s statutory rights.

12. Large and Bulky Furniture Returns

Some Office Chairs & Seating, Office Desks & Tables, and Office Storage products may require specialist handling because of their dimensions or weight.

If your product cannot reasonably be returned using a standard parcel service, please contact us before arranging transportation.

Our customer service team will provide information about the appropriate return process based on the product and circumstances.

Please do not leave large furniture at our company address or arrange an unsolicited freight delivery without receiving return instructions first.

The appropriate return location may differ from our registered or customer correspondence address.

13. Unauthorized Returns

Please contact our customer service team before sending goods back so that we can provide the correct return instructions and identify the returned order.

Sending an item to our company address without return instructions may result in delays, particularly for large furniture that requires specialist receiving or handling arrangements.

An unsolicited package does not by itself confirm that a refund has been approved.

However, nothing in this section is intended to prevent or restrict a consumer from exercising statutory rights or to impose requirements that would unlawfully interfere with those rights.

14. Products That Have Been Assembled

Some Seralyns products may require assembly.

If you wish to return an assembled product, please contact us before disassembling or shipping it.

Where appropriate, we may provide instructions regarding safe disassembly, packaging, or collection.

Assembly itself does not automatically remove statutory rights. However, for change-of-mind returns, any reduction in value caused by handling beyond what is reasonably necessary to inspect the product may be taken into account where permitted by law.

Products should not be intentionally modified, drilled, cut, painted, permanently fixed, or otherwise altered if you intend to return them, unless the modification was reasonably necessary because of an issue with the goods or we have provided instructions permitting it.

15. Products That May Not Qualify for a Change-of-Mind Return

Certain products or circumstances may be excluded from statutory cancellation rights where an applicable legal exception applies.

This may include certain products that have been made to the customer’s specifications or clearly personalised.

Any applicable exclusion will be considered according to the nature of the product and applicable law.

A change-of-mind exclusion does not remove statutory remedies that may apply where goods are faulty, damaged, incorrectly supplied, or not as described.

16. Fair Use and Misuse

We aim to provide a fair and consistent return process.

We may investigate return requests where there is reasonable evidence of:

• Fraudulent activity
• Intentional product damage
• Deliberate misuse
• Unauthorized alteration
• False claims
• Abuse of the return process

We may decline a claim where there is sufficient evidence that the request does not qualify under this policy and no statutory right or remedy applies.

This provision does not limit any consumer rights that cannot legally be excluded or restricted.

17. How to Request a Return, Refund, Repair, or Replacement

Please contact [email protected] and provide sufficient information for us to identify your order and review your request.

Where applicable, please include:

• Full name
• Email address used for the order
• Order number
• Product name
• SKU or product number, if available
• Reason for contacting us
• Description of the problem
• Photographs of the product
• Photographs of damage or defects
• Photographs of the packaging and shipping label where relevant
• Details of missing or incorrect components, where applicable

For large furniture, please also let us know whether the product has been assembled and whether the original packaging remains available.

We will review your request and provide the appropriate next steps.

Please obtain return instructions before arranging shipment of furniture or other bulky products.

18. Statutory Consumer Rights

This Return & Refund Policy operates alongside applicable consumer protection laws.

For UK consumers, applicable rights may arise under legislation including the Consumer Rights Act 2015 and rules governing consumer contracts and distance selling.

These rights may include remedies where goods are faulty, not of satisfactory quality, not fit for purpose, or not as described. They are separate from the change-of-mind cancellation rights that may apply to eligible online purchases. GOV.UK

Nothing in this policy is intended to exclude, restrict, or replace any statutory consumer right that cannot lawfully be excluded.

19. Contact Us

If you have questions regarding a return, cancellation, refund, damaged product, missing component, repair, or replacement, please contact us:

Website / Trading Name: Seralyns
Company Name: Seralyn Ltd
Company Address: 7 Copperfield Road, Coventry, West Midlands, England, United Kingdom, CV2 4AQ
Customer Service Email: [email protected]

When contacting us, please include your order number and sufficient information about your request so that we can review it efficiently.

We aim to provide clear return instructions and handle each eligible request according to the circumstances of the order, this policy, and applicable consumer requirements.

Thank you for choosing Seralyns.