UK mainland delivery, direct from the manufacturer
This page explains what to do if something arrives damaged, when you can cancel an order, how to return goods, and how long a refund takes.
In short: our products are bespoke or delivered directly from the manufacturer, so we do not accept unwanted goods back, apart from goods that arrive damaged. If you are a consumer buying standard stocked goods, you also have a legal right to cancel within 14 days of delivery. Faulty or damaged goods are always our problem, not yours.
Different rules apply depending on whether you are buying as a consumer or as a business. If you are not sure which you are, see the definitions in our Terms and conditions.
This applies to everyone, consumer or business.
Please check your delivery when it arrives. If a product is delivered damaged, or something is missing, contact us within 24 hours of delivery at sales@workspace-ergonomics.co.uk with:
Damage is rectified by the manufacturer at their discretion. This would typically involve sending out replacement parts rather than a whole new product, because that is the fastest way to get you working again. Where the damage cannot be put right that way, the manufacturer will replace the product or we will refund you.
If a parcel arrives visibly damaged, you can refuse it or sign for it as "damaged". Either is fine, just let us know straight away. Please keep the packaging until the problem has been sorted out, in case the courier needs to collect the goods.
Photographs of transit damage help enormously and usually mean replacement parts can be sent without waiting for the original back.
If you buy standard stocked goods, you have the right to cancel your order for any reason, without giving a reason, up to 14 days after the day you receive your goods. If your order arrives in several deliveries, the 14 days run from the day you receive the last item. You can also cancel at any time before the goods are dispatched.
To cancel, tell us in writing before the 14 days are up. Email sales@workspace-ergonomics.co.uk with your order number, or use the cancellation form at the bottom of this page. A phone call to 0333 366 0174 is fine too, but please follow it up in writing so we both have a record.
Once you have told us, you then have a further 14 days to send the goods back.
This applies to sale items in exactly the same way as full-price items.
You cannot cancel under this right where the goods are made to your specification or clearly personalised, for example items built to your dimensions.
Standard stocked goods can be cancelled under the 14-day right.
Please return goods complete, unused and in their original packaging. You are allowed to inspect and handle goods as you would in a shop, so unpacking a chair and sitting on it is fine. Assembling it, using it in your office for a fortnight or discarding the packaging is not, and we may reduce your refund to reflect any loss in value.
We do not refuse returns simply because a box has been opened.
You pay the cost of returning the goods if you are cancelling because you have changed your mind. Because your order was delivered directly from the manufacturer, the goods normally go back to the manufacturer rather than to us, so please contact us before you send anything and we will tell you where to send it and the most sensible way to do so. If we can arrange a collection for you, the collection charge is deducted from your refund, and we will always tell you the charge before we book it.
The goods are your responsibility until they arrive back, so please pack them well and use a service that gives you proof of postage or a tracking number.
You do not pay anything to return goods that are faulty, damaged or not as described. See "If something is wrong with your order" below.
We will refund the price you paid for the goods, plus the delivery charge you paid to receive them, if any.
We refund to the payment method you used. We will issue the refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is sooner.
If you cancel before your order has been dispatched, we refund you in full within 14 days of being told.
Your legal rights under the Consumer Rights Act 2015 sit alongside everything above, and nothing on this page affects them. Goods must be of satisfactory quality, fit for purpose and as described.
You pay nothing to return or have collected goods that are faulty. Please tell us within 24 hours of delivery if anything arrives damaged or missing so we can sort it quickly with the manufacturer, but telling us later does not take away the rights described above.
Contact us at sales@workspace-ergonomics.co.uk with your order number, a description of the problem and photos.
Every product carries its manufacturer's warranty, which is fulfilled by the manufacturer and depends on the product. Ask us if you would like to know the warranty on a particular item before you order. Warranty claims are typically handled on a replacement part basis, which is the fastest way to get you working again. Contact us first and we will help you make the claim. The warranty is in addition to your legal rights, not instead of them.
The statutory 14-day cancellation right above applies to consumers and does not apply to business customers. Instead, the following applies.
Because our products are bespoke or delivered directly from the manufacturer, we do not accept returns, replacements, refunds or exchanges of unwanted goods. The only exception is goods that arrive damaged.
It is your responsibility to check before ordering that the goods will fit the intended space and can be got into the premises, including through doors, corridors, stairways and lifts. It is also your responsibility to check colours and finishes rather than relying on on-screen images. We can send samples of fabrics and finishes on request. All sizes and measurements are approximate and finished goods can vary slightly in dimension.
If you realise you have ordered the wrong item, contact us immediately on 0333 366 0174. If the order has not yet been passed to the manufacturer we may be able to change or cancel it, but we cannot promise this.
Check all deliveries on arrival. Report any damage, shortage or fault in writing within 24 hours of delivery, with a description and photos, as set out at the top of this page. If you do not, the goods are deemed accepted and we will not be able to raise a claim with the manufacturer or their courier on your behalf.
Damage is rectified by the manufacturer at their discretion, typically by sending replacement parts. Where the goods are replaced on the basis of a reported fault and the originals turn out to be sound, we reserve the right to charge for the replacement.
Every product carries its manufacturer's warranty, which is fulfilled by the manufacturer and depends on the product. Warranty support is provided on a replacement part basis. Contact us first and we will give you what you need to claim.
Where a refund is due, for example because damaged goods cannot be rectified or replaced, it is issued to the original payment method within 14 days of the returned goods being received, or of the manufacturer confirming that they need not be returned.
Consumers do not have to use this form to cancel, but it may be quicker. Copy it into an email to sales@workspace-ergonomics.co.uk.
To TSI Workspace Ltd trading as Workspace Ergonomics, 31-35 Kirby Street, London EC1N 8TE, sales@workspace-ergonomics.co.uk: I give notice that I cancel my contract of sale of the following goods.
If something has gone wrong and you are not happy with how we have handled it, email sales@workspace-ergonomics.co.uk marking your message "Complaint", or call 0333 366 0174. We will acknowledge it, tell you who is dealing with it and keep you informed until it is resolved. We aim to acknowledge complaints within 2 working days and to resolve them within 14 days.
If we cannot resolve it between us, consumers can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.
TSI Workspace Ltd, trading as Workspace Ergonomics
Registered in England and Wales, company number 03213375
Registered office: 1st Floor, 8-12 London Street, Southport, Merseyside PR9 0UE
Office and trading address: 31-35 Kirby Street, London EC1N 8TE
VAT registration number: GB 679 5604 83
Email: sales@workspace-ergonomics.co.uk
Phone: 0333 366 0174
