Refund policy
Refunds and cancelations
Cancellation pre-delivery:
If after placing your order you have a change of heart and wish to cancel, all you need to do is let us know as soon as possible in writing by email info@frankmcgowan.com or calling reception 018706100 quoting your order number and stating you wish to cancel order.
If the item/s you ordered were in stock, you can cancel at any time before delivery or collection from our warehouse (if you opted to click & collect your order).
Special orders
Special orders (not in stock) that have been placed need to be cancelled within 5 days of order placement. After 5 days your deposit will not be refunded.
Special orders cannot be returned. This is very important that before order is placed on made to order, bespoke or nonstock items that you make sure colours and sizes are correct before purchasing. Also very important that you make sure you have sufficient access for the item to fit into the house. We are not responsible for any item that does not fit through your front door. We unfortunately do not know what access you have and this needs to be considered before ordering bigger items.
Returns on mattresses.
There is simply a no returns policy on mattresses once opened up out of its sealed bag. This is a strict company policy. Even if the mattress is in stock at the time of purchase, we cannot accept it back. If mattress is delivered and the plastic sealed bag is not opened, and you wish to return it then please contact us immediately. It is always advised that you call in store and try out the mattresses before purchasing.
Returns post-delivery on stocked items (non-special orders):
If after receiving your item/s you have a change of heart and wish to return it/them, you have up to 10 days from the day you receive your items to have contacted us to inform us of your intention to return item. You have a further 10 days to have items returned to us, by sending email to info@frankmcgowan.com or calling us on 018706100
To return a product, it must be in its delivered form and original packaging, undamaged and not tampered with in any way. Please ensure that you are completely satisfied with your purchase before box is opened and assembly starts as if its opened, assembled or part assembled, then unfortunately, this is deemed as acceptance of the products, and they can therefore not be returned.
Please be aware that if you are returning the item/s, and they have no defects or faults, you will be required to arrange and pay for the costs of returning them. If you are not able to arrange to return your item/s then contact us and we can arrange this at a chargeable basis. Depending on where you live this cost will vary. Bulky items can not travel with the usual couriers.
Once received back at our warehouse, we will inspect the item/s to ensure everything is as expected and complete, at which point we will arrange for a refund using the same method as your original payment (where possible)
What if the item/s is faulty?
If you have noticed a defect or fault on your item/s, please make a note of this on your delivery note and contact our Customer Services team on 018706100 as soon as you are able. We will do our best to help resolve any issues that you have as quickly as possible and in line with the Consumer Contract Regulations.
Our Customer Service team is available Monday to Friday, 9.30am-5.30pm.