Our Returns Policy

Damaged on Delivery – Customer Reporting Process

If your order arrives damaged, we’re here to help. Please follow the steps below to report the issue so we can resolve it quickly:

Step 1: Inspect the Package

  • Upon delivery, check the package and its contents for any visible damage.
  • If damage has occurred please mark the drivers proof of delivery (POD) as damaged
  • Take clear photos of:
  • The outer packaging
  • The damaged item(s)
  • Any shipping labels or documentation

·       
Lastly please retain the original packaging

 

Step 2: Contact Our Customer Service Team

  • Reach out to our Customer Service team within 3 days of receiving the delivery.
  • You can contact us via:
  • Email: Service@statesmanappliances.co.uk
  • Phone: 01473 277508
     

Step 3: Provide Required Information

Include the following details in your report:

  • Your order number
  • A description of the damage
  • The photos you took
  • Your preferred resolution (e.g., replacement, refund)

 

Step 4: Wait for Confirmation

  • Our team will review your request and respond within 2 business days.
  • We may request additional information or offer a resolution based on our policy.

 

Step 5: Resolution

  • If approved, we’ll arrange for a replacement, refund, or other suitable solution.
  • You’ll receive confirmation and next steps via your chosen contact method.

Returns Policy -  Change of Mind

We understand that sometimes a purchase doesn’t work out as
expected. If you’ve changed your mind about an item, we’re happy to accept a
return under the following conditions:

 

Eligibility for Return

  • The item must be returned within 31 days of the original purchase date.
  • The item must be unused, in its original packaging, and in resalable condition.
  • Proof of purchase (e.g., receipt or order confirmation) must be provided.

 

Return Process

  • Contact our Customer Services team to authorise the return
  • Customers are responsible for organising and covering the cost of return shipping. (We recommend you use a fully tracked service)
  • Please ensure the item is securely packaged to prevent damage during transit.
  • Returns should be sent to the following address:



Statesman Appliances

38 Bluestem Group

Ipswich

IP3 9RR

 

Refunds

  • Once the returned item is received and inspected, we will issue a refund to the original payment method.
  • Refunds may take 7 business days to process.
  • Shipping costs are non-refundable.

 

 If you have any questions or need assistance, please contact our customer service team at 01473 277508


You have a 30-calendar day window from the date of receipt to return your item free of charge, ensuring it remains in its original condition and packaging.

To have your item collected from your home, please repackage and secure your item with care, then contact our customer service team and inform them of a convenient collection date. A collection driver will arrive on the agreed date. Please provide the driver with your package and they will affix a prepaid return label to it and return the item to us.

Please ensure returns are kept in the best possible condition and handle the item with care. While we trust you'll be satisfied with your order, if you happen to change your mind, returning the product in its original packaging makes the process much easier. Kindly inform us within 30 days of purchase if you intend to return your item.

Once we’ve received your item, we will inspect it and notify you that we have received your returned item. We will initiate a refund to your original method of payment and you will receive it within a certain amount of days depending on your card issuers policies.

If this hasn't answered your query, please contact us so we can help.

Yes. If you happen to spot an error right after placing your order, feel free to reach out to our customer service team. We'll assist you in cancelling the order promptly, provided it hasn't been processed or dispatched yet. In case the order has already been dispatched, don't worry. Simply wait for the item to arrive, and then head over to our returns page for guidance on how to return it.

If this hasn't answered your query, please contact us so we can help.