The Consumer Rights Act of 2015 came into force on 1 October 2015. Novzes ltd, trading as Backworld abide by all relevant conditions as laid out in the amended act.

Delivery Times

All products with delivery times stated are estimates. Items ordered on the website have differing stock statuses. Items that we have in stock will usually be despatched the next day. We partner with various companies to deliver your orders and cannot offer a guarantees on delivery times. Please call us for more precise information.

Additional delivery charges apply for orders to Northern Ireland, the Isle of Man and certain parts of the Scottish Highlands. Please call us on 01392 202012 for a quote..

Some smaller items are kept in stock and available for dispatch as soon as we are able to process your order. For larger items and bespoke orders, the delivery times are longer as we have to acquire these items, especially for your order. Orders placed before midday (Monday to Friday) for items in stock are usually dispatched the next working day.

PLEASE NOTE: All delivery times are approximate. Deliveries are not available on Saturdays and Sundays. If you need further information on delivery times for specific larger items, such as bespoke chairs or office desks, please contact us before placing your order.

Order Cancellation Policy

Once we have confirmed you order you have the right to cancel up to the despatch date, which will vary depending on the item ordered. There may be a restocking charge to cancel your order.

As bespoke products are ordered to individual specifications, they cannot be cancelled once your order has been placed. We may be able to uphold the cancellation if it is made on the same day as the order is placed or if your order has not been processed. NB Most chairs are considered bespoke orders.

Orders for other products cannot be cancelled once they have been processed and will be subject to our Returns Policy found below.

Any costs incurred by us in the processing of your order, for example but not limited to banking charges and any supplier charges to us cannot be refunded.

Shipping

Delivery prices quoted on the website are for shipping to the Mainland UK only.

 

Please note that we do not ship overseas or to the Republic of Ireland. Additional delivery charges apply for orders to Northern Ireland, the Isle of Man and certain parts of the Scottish Highlands. Please call us on 001392 202012 for a quote.

 

We use different couriers depending on the goods ordered.

On Delivery

Please be certain to check the goods on delivery. In the case of signing for goods, you should sign as “damaged” or “unchecked” if the parcel shows any signs of damage or tampering. If the goods are to be signed for and the damage is very severe please reject the item which will be returned to us by the courier. You should also let us know what has happened.

If you do not discover the goods are damaged until you unpack them please let us know immediately, and certainly no more than 48 hours later.

If you are out when delivery is attempted, a card should be left by Royal Mail or a courier, advising you where to collect the item in the case of Royal Mail, or other delivery arrangements by courier. Often a courier will make a second delivery attempt the following day. Otherwise, they may ask you to call them to re-arrange delivery. If you are not available at all to take delivery the item will be returned to us.

Returns

Distance selling law applies to items bought online.  If you are unhappy with the product you have 14 days to return it, please contact us by email us at [email protected] within 14 days of your purchase to initiate your return. returned products must be in their original packaging and saleable condition, without any marks from use.

Made-to-order items (bespoke, items we do not keep as stock, etc) are acquired specially for your order. For this reason, these products cannot be returned. Please make sure you are satisfied with the items before placing your order.

We will advise the return address. Items should be posted back to the address given and at the customers expense. We advise fully insuring the parcel as we cannot be held responsible for damage or lost goods for items sent to us. It may be possible to arrange for you to drop off the item to us in Exeter.

After 14 days it may still be possible to return unwanted items if they are unused and in the original undamaged and unopened packaging. Items purchased in store are subject to the same returns policy as above.

Faulty Items
If for any reason you feel the item you have received is faulty please contact us as soon as possible to let us know that the item has a fault. We will request that you explain to us what the fault is and in some instances, we will request that you send us photos of the fault so that we can see the fault described. Once the fault is identified we will ask you to return the item and provide a replacement. If a replacement is unavailable (whether it be due to discontinuation or end-of-line clearance), we will either replace it with a similar product or provide a full refund. If you are returning an item because it is faulty we will reimburse your return costs once we have inspected and confirmed the item has a fault.

If you wish to return an item to us for any other reason such as our fourteen days returns policy (on certain products only) please contact us to inform us that you would like to return an item and the reason for the return. We will give you an address to return the goods. Please note that you must include the original receipt with the item so that we can identify that the returned product is from your order along with the reason for the return (you can write this on the receipt if you wish). Failure to do so may mean we are unable to identify who the return is from and we will be unable to process the return.

Return Exceptions
We regret that, for hygiene reasons, we are unable to accept the return of mattresses, pillows and personal items such as massagers. This is standard practice for most companies retailing these types of products. 

Refunds

Refunds will be made within 7 working days of receipt of the item. Delivery charges will not be refunded unless the item is faulty. All refunds are subject to an inspection of the items and confirmation that the items have been returned according to our returns policy above.