Your cancellation rights of the Contract and return of the Goods
If you have ordered Goods on our website or over the phone, your right to cancel the contract starts from the date your order has been accepted, when we either email you to accept your order or we deliver the Goods to you or when you collect the Goods, which is the date the contract between us is formed. You will need to notify us of your cancellation and return the Goods to us within 30 days of receiving them. During this period, you may cancel your order and receive a full refund provided the Goods are returned to us in accordance with the requirements in this cancellation clause below and if the order is click and collect subject to the terms in the click and collect clause. This clause does not affect your right to return faulty or miss-described goods. Without affecting your cancellation rights, you can cancel your order for Goods at no cost, at any time before we dispatch the Goods, or any time before the confirmed availability for collection time for click and collect orders.
To exercise your right of cancellation Goods must be returned to any Frazer branch and you must provide us with details of the Goods ordered, your contact details and the reason for the cancellation. You may only return Goods to us during our branch opening hours, which are subject to change and each branch is subject to their own opening times. Please see here for our branch opening times.
Full refunds will only be issued when we have received the Goods back in a resalable condition. This means they should be in their original packaging, unused, and undamaged and with a copy of the invoice included. You must take reasonable care to ensure the Goods are not damaged in the meantime or in transit. If the Goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the same or similar packaging as sent to you) we withhold the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described in this clause.
If you do not return the Goods as required under this clause, we may charge you a sum not exceeding our reasonable direct costs of recovering the goods and/or replacing any goods that are damaged. If the Goods are faulty we will refund the cost of standard delivery only, or use our own collection service to collect the items.
Once you have notified us that you are cancelling the contract and returned Goods in accordance with the above, we will refund or credit your account as soon as possible and no later than 14 days after receiving them back. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
Collect from site
You may have had a product delivered to your site by Frazer, if you need to return one of these products please contact the branch you purchased the product from so that we can arrange a timely collection from your site and arrange a credit or refund.
Where we have arranged to collect goods from the customer’s site it may be appropriate to apply a re-stocking charge. This will be discussed with your branch when you contact them.
Faulty products
If goods are faulty then please return the product as soon as possible so we can quickly arrange a credit or refund and inform the supplier on your behalf.
Contact customer services
Call our Customer Services team on tel: 024 7693 3102
Monday to Friday: 06:00 - 22:00
Saturday: 06:00 - 16:00
Sunday: 10:00 - 22:00
Email us at: webteam@frazersolutions.co.uk
Write to us at: Frazer Customer Services, Binley Business Park, Merchant House, Harry Weston Road, Coventry CV3 2TT