Return & Refund Policy

This Return & Refund Policy applies to purchases made from Franklins Group Ltd.

Franklins is dedicated to providing the highest levels of customer satisfaction. All products offered by us are supplied by brands that are well-proven for their reliability. Nothing in this policy affects your statutory rights as a consumer.

Your Right to Cancel

If you have purchased goods online and have changed your mind, you are entitled to cancel your order within 14 days without giving a reason.

The cancellation period ends 14 days after the day on which you, or a third party appointed by you who is not the carrier, receives the goods.

To exercise your right to cancel, you must inform us of your decision by making a clear statement. You can contact us using one of the following methods:

Franklins Group Ltd
13-15 St Botolphs Street
Colchester
Essex
CO2 7DU

Telephone: 01206 574758
Email: [insert customer service email address]

Please include your name, order number, telephone number, and details of the item or items you wish to return.

Returning Goods

Once you have informed us that you wish to cancel or return your order, the goods should be returned to us as soon as possible.

Unless the goods are faulty, damaged, or not as ordered, you are responsible for the cost and risk of returning the goods to us.

Returned goods should be sent to:

Franklins
13-15 St Botolphs Street
Colchester
Essex
CO2 7DU

We cannot be held responsible for goods that are damaged or lost during return shipment. We recommend using an insured and trackable postal or courier service. We are unable to issue a refund unless we have received the returned goods or have received proof of return delivery.

Conditions for Returns

To be eligible for a return, please ensure that:

The goods were purchased within the last 14 days;
The goods are returned in their original packaging;
The goods are in stock condition, meaning they are in the same condition as they were when delivered to you;
You have taken reasonable care of the goods while they are in your possession.

We reserve the right to refuse returns that do not meet these conditions.

Items That Cannot Be Returned

The following goods cannot be returned unless they are faulty, damaged, or not as described:

Goods made to your specifications or clearly personalised;
Goods which, by their nature, are not suitable to be returned;
Goods which may deteriorate rapidly or where the expiry date has passed;
Goods which are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery;
Goods which, after delivery, have been inseparably mixed with other items.

Returning Fabric

If fabric or other goods are faulty, damaged, or not what you ordered, we will reimburse the reasonable cost of return postage.

If you are returning fabric or other goods because you have changed your mind, you will be responsible for the cost of return postage. If the goods have already been dispatched before we receive your cancellation request, you must take reasonable care of them while they are in your possession and return them to us.

Once we receive the returned goods, your refund will be processed in accordance with this policy.

Faulty, Damaged, or Incorrect Goods

If your goods are faulty, damaged, or not what you ordered, please contact us as soon as possible using the contact details above.

Where goods are confirmed to be faulty, damaged, or incorrect, we will arrange an appropriate solution. This may include a repair, replacement, refund, or reimbursement of reasonable return postage, depending on the circumstances.

Refunds

We will refund you no later than 14 days from the day on which we receive the returned goods.

Refunds will be made using the same payment method used for the original order, unless otherwise agreed. You will not incur any fees from us for the reimbursement.

Where an order is cancelled under your statutory cancellation rights, we will refund the cost of the goods and the standard delivery charge, where applicable. Additional delivery upgrades or enhanced delivery services selected by you may not be refundable beyond the cost of our standard delivery option.

We may make a deduction from the refund if the value of the goods has been reduced as a result of unnecessary handling by you.

Manufacturer Guarantees and Repairs

All products are fully covered by the manufacturer’s guarantee. Details of the relevant guarantee are included with each item.

Please retain your receipt and the original packaging. If it becomes necessary for a machine to be returned for repair, we will arrange the collection, repair, and delivery back to you. We aim to carry out repairs and return the item within 14 working days, where possible.

Complaints

If you have a complaint about our products or services, please contact us by email at:

info@franklinsgroup.com

We will investigate and respond to your complaint.

If you have taken out finance to fund your purchase and your complaint relates to the finance agreement, including monthly repayments, interest, or charges, you should contact your lender directly.

If Black Horse FlexPay or Newpay are responsible for the product or service you have complained about, we will forward your complaint to them to investigate and respond. In accordance with FCA complaint forwarding rules, we will write to you to confirm who will be dealing with your complaint and how you can contact them.

Contact Details