Delivery & Returns Policy

Chartex aims to process orders on the day payment is taken.
All products are carried in stock and dispatch promptly usually via Yodel, Hermes, Royal Mail or UPS tracked courier service.
UK delivery time is 1-4 days (excluding weekends & Bank Holidays), International deliveries are generally 7-21 days but can be subject to unforeseen delays by orders being held in Customs.
Delivery times are approximate and given in good faith but could be subject to change depending on unforeseen circumstances and involvement of third parties.

Chartex incurs shipping and packaging costs therefore a postage/shipping charge is applicable on all orders.
Chartex cannot accept liability for delivery difficulties caused by customers supplying incorrect address information or failing to collect orders from pre-arranged delivery points or not complying with collection instructions left by couriers.

RETURNS & REFUND POLICY (Non-Trade Customers) In compliance with Distant Selling Regulations (June 2014)

Faulty or Damaged Goods

If goods are faulty or damaged in transit the customer must immediately notify Chartex via e-mail at quoting; customer name and address, order number and detailed description of fault or damage with attached photos of the goods and packaging showing the issue. At the descretion of Chartex the customer will either be requested to return the goods for assessment at their own cost or provide comprehensive photos of the damaged goods and packaging. Providing the claim is deemed genuine by Chartex the customer will be offered the choice of replacement goods or a full refund including postage paid.

Return of Unwanted Goods (cooling off period) Only Non-Trade Customers are entitled to cancel an order or return goods at any time up until 14 days after the receipt of goods (Distant Selling Regulations (June 2014)). Customers are not entitled to cancel or return unwanted goods defined as ‘print to order’, ‘bespoke’ or ‘special order’.
Collected goods are exempt from distance selling regulations as customers have the opportunity to inspect goods prior to acceptance.
Order cancellation must be made by the customer via email at quoting customer name and address, order number, reason for cancellation/return (optional) and confirmation that goods for return meet return criteria outlined below.
Retuns Address: Mayfield 142 Ashby Road Burton-on-Trent Staffs DE15 0LQ.
Customers are responsible for the arrangement and cost of returning unwanted goods.

Please note: customers are fully responsible and liable for goods until Chartex has taken receipt of returned goods.
For your protection, insurance and recipient signature is strongly recommended, as proof of sending, is not proof of receipt of goods.
The definition of faulty or damaged goods does not mean goods that are defective due to: fair wear and tear, misuse, wilful damage, accident, negligence by you or any third party, used otherwise than in accordance with their intended use, or any alteration or modification carried out.

Trade Customers Distant Selling Regulations Do Not Apply. Chartex does not operate a 'Sale or Return' policy and does not accept returned goods, other than in the event of product defect, from customers deemed as Professional, Commercial, Trade or operating a related business.

Return Criteria
Defective, damaged or unwanted returned goods must be; unused, complete, in original intact packaging and suitable for re-sale (if appropriate).
Once returned and inspected and agreed that the returned goods comply with these conditions the customer will be offered the choice of a replacement, an alternative product or a full refund.

Please note: Customers are fully responsible and liable for goods until Chartex has actually received those goods.
For your protection, insurance and proof of delivery is strongly recommended as proof of sending does not constitute proof that goods were received.
Chartex returns policy may be subject to revision at any time.

Your statutory rights remain unaffected.