Delivery & Returns Policy

This Delivery & Returns Policy outlines how D.M.I Design Studio Ltd. trading as Tristan Cole Interiors (“we”, “us”, “our”) manages the delivery of products purchased from our online store (https://shop.kitchensayrshire.co.uk/) and sets out your rights and our responsibilities in relation to product defects and returns.

This policy should be read in conjunction with our Terms & Conditions of Sale and forms part of the agreement between you (“you”, “your”, “customer”) and us when purchasing products or services.

Delivery

  • At the time of delivery, please inspect all products for visible damage to packaging or contents and ensure the quantity matches the delivery note.

  • Damaged or missing items must be reported within seven (7) days of delivery. To report issues, contact our Customer Service Team at [email protected].

  • We cannot accept responsibility for claims made outside this timeframe.

  • Deliveries are typically made Monday to Friday, between 7am and 6pm (excluding Bank Holidays), and we will endeavour to accommodate your preferred trading hours where advised.

  • Payment for all goods must be made in accordance with our agreed terms.

  • You will receive a pre-delivery call from our team the day before, and from our driver on the day of delivery, using the contact number you provide.

  • Deliveries are made via our own delivery team or trusted logistics partners. Assistance may be required with offloading larger items.

  • We will place products in a safe, accessible location wherever possible, but this may be limited by access conditions.

  • A signature is required upon delivery to confirm receipt and acceptance of the goods in satisfactory condition.

  • Products delivered in error or surplus to your needs (where return is accepted) may incur a £25 restocking fee per order.

Returns Overview

You may request a return for the following:

  • Faulty items not operating as per the manufacturer’s guidelines.

  • Surplus items, provided they are returned within 30 days of delivery and in resaleable condition.

Exceptions (non-returnable items unless faulty):

  • Special order items

  • Miele products

All returns are subject to our inspection and approval process.

Faulty Products

  • Faulty products must be reported within seven (7) days of delivery. Items reported outside this window may not be eligible for return or refund.

  • Once reported, please refrain from using the item to prevent further damage.

  • Payment remains due as per your trading terms until the fault is confirmed by inspection.

Specific Instructions by Product Type:

  • Prima Appliances: Contact the dedicated Aftercare Team on 01563 259 674 to schedule an engineer visit.

  • Branded Appliances: Most require on-site inspection and repair by the manufacturer. Contact details are provided with your appliance. If unavailable, please contact our support team.

  • Sinks, Taps & Kitchens: These will be returned to the manufacturer for inspection. Any credit is subject to their findings. Installed items must be inspected prior to any replacement or refund being agreed.

Surplus to Requirement Products

  • Must be returned within 30 days of delivery.

  • Must be in original packaging and in a resaleable condition.

  • Photographs may be requested to verify product condition.

  • £25 restocking fee applies per order.

  • Returns beyond 30 days or for Miele/special order items will not be accepted.

How to Request a Return

You can initiate a return by:

Once your return is confirmed:

  • Products must be ready and available for collection.

  • We aim to collect returned items within three working days.

  • We will make two collection attempts. If both fail, the return will be cancelled.

  • Returned items must match the stated reason and condition at time of return.

  • Our drivers will not collect goods that do not meet our return criteria.

Please note: Collection does not guarantee a credit. All items are subject to inspection, and we reserve the right to refuse or reduce a refund if the condition does not match the return claim.

Credits & Refunds

  • Refunds or credits may take up to three working days after inspection.

  • For manufacturer-inspected items, timelines may vary based on their processing times.

If you have any questions about this policy or need assistance with an order, please don’t hesitate to get in touch with us at [email protected].