Maple Returns and Refunds Policy Pages
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Returns and Refunds 
 
The Maple returns policy
We make every reasonable effort to ensure that our customers are happy with their purchases and that the correct items are always sent out. However, we realise that problems can occasionally occur.
 
If you are having a problem with your item(s) or are in anyway unsatisfied with your purchase, please return the item back to us along with the paper work that was sent with the order and a covering letter stating the reason for the return.
 
Getting in touch with us:
If you would like to talk to a member of our customer services team, you can call us anytime between 9:00am and 5:00pm Monday to Friday.
 
The Maple head office is closed on Saturdays, Sundays and bank holidays. If you'd prefer to contact us via email, you can email us at info@mapleuk.co.uk. We try to answer all emails within 24 hours, and will usually arrange a suitable time to call you back. Please note that you will need to speak to one of our representatives over the phone before an item return is authorised.


  
Conditions of return
In order to return an item to Maple and receive either a refund or alternative product, the following conditions need to be met:
If you are returning an item, we always recommend that you obtain suitable proof of postage. Maple accepts no liability for packages lost in the post.

Your statutory rights in relation to refunds and returns remain unaffected.
 

 
How do I return my item?
If you have decided that you would like to return your item, you will need to contact us by telephone on 08000 337 035.
 
You will need to complete our returns form and state the reason for your return.
 
Once this has been approved the item can then be returned in the original packaging to our warehouse in South London using a reputable courier.
 
You must have a proof of postage and/or tracking number for the item being returned.
 
Once we have received your item, and if all the conditions set out in the Maple returns policy are met, we will issue a refund to the value of the item.


  
How will I know you have received my returned item?
Maple will let you know via email once a returned item has arrived at our warehouse.
 
Please note it will take a few days for returns to reach us and be processed. If you've sent a return to Maple and haven't received any confirmation after 14 days, please call us on 08000 337 035.


  
I received the wrong item
In the rare occurrence that you receive the wrong item, call us on 08000 337 035 and we will do our best to resolve the issue as quickly as we can.
 

 
My item arrived damaged
All items are inspected before they are dispatched. We do accept that some items can occasionally become physically damaged during transit.
 
It is important that you let us know right away if there is any damage on the item as we can take this up with the courier. Please promptly call us on 08000 337 035 to inform us of any physical damage to your item; our head office is open any time between 9:00am and 5:00pm.
 
*Customers must always thoroughly check that the item is in visibly good condition before signing with the courier to accept the delivery.  

When you sign with the courier, you are accepting that the item is in “good condition.” This voids any insurance we take out on our items. This makes it impossible for us to claim for any damage with the courier.
 
If you have spotted any physical damage on your item that wasn’t listed on the item description, please tell the driver, and make sure you write “damaged” in the signature box.

 
 
Can I return my item if I simply don’t want it
Yes. We will accept returns for products that you don't want, as long as the conditions set out in the Maple returns policy are met.

  
 How long do refunds take to process?
 Once the returned item has arrived with us we will take up to seven working days to authorise the refund.
 
The arrival time of your refund in your bank account depends on the banks clearing times. We ask you to allow up to 14 working days for clearance of the refund into your bank, although sometimes it can be instant.
 
*All the conditions set out in the Maple returns policy must have been met in order for us to process a refund.




 
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