Customer Service
Our Customer Service Team are keen to help with any query or request you may have and they are contactable via email at support@tv-wall-brackets.co.uk or on 0117 330 2277.
Returns Policy
If you want to return an item to us please call us on 0117 330 2277 or email returns@tv-wall-brackets.co.uk to obtain a Returns Number, and details of how to return the item to us, before returning the item.
We will refund returns postage where faulty items are being returned for a replacement. For heavy or bulky items we may be able to offer a collection service. The postal service to use will be explained when the Returns Number is issued.
Once you have received your Returns Number please send the item to:
TV Wall Brackets - Returns Department
5A-E Babdown Airfield
Gloucestershire
GL8 8YL
TV Wall Brackets carefully selects its products and hopes you will be happy with your purchase, however there may be times when you feel you need to return an item to us.
Our return's policy is simple and the "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart, you can return it direct to us.
Please Note:
- We are unable to refund returns postage where an item is being returned for a refund.
- Your items must be returned to us in an un-used condition
- You will be responsible for the item/s until they reach us. For your own protection, we suggest you use a secure despatch method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery).
- Any goods that we may receive faulty/damaged after being advised they are in a full resalable condition, will be looked into.
- Any items returned to us, we do not hold any responsibility for any lost parcels. We recommend that you use a secure and track able service that many well known post offices provide.
- Refunds for items returned to us within the 14 days of receipt of your order shall be processed within 10 working days.
These terms do not affect your statutory rights.
Unwanted Item/s
There is no need to worry if you have had a change of heart with your purchase, simply call our customer service team on 0117 330 2277 within 14 days of receipt for a full refund of goods. The costs of returning goods to us shall be borne by you.
Please note however, that all returned goods must be in a full un-used condition, unless the item(s) are faulty or defective.
Upon receipt of the goods we will give you a full refund of the amount paid or an exchange credit as required within 10 days.
Please be aware that you need to call our customer service before returning any unwanted or faulty items. In the scenario that this is not actioned, we shall not be able to process your return.
Change Of Heart
We appreciate that you may have a change of heart of the purchase you may receive, however, there are a few pointers that we would like to mention before you call us.
Please ensure that the goods are unused and in perfect, re-saleable condition (this does also include the product packaging and instructions etc.) If there are any incomplete items received to us, we will not be able to refund you. You will be held responsible for any other charges provided to you in connection with your order. Please notify us within 14 days from receipt of your order.
Frequently Asked Questions
Q) After receiving the parcel, I opened the parcel briefly and did not notice the damage that I then located after taking them fully out of the box. I know it is after the three working days policy, however, what shall I do now?
A) Unfortunately, our policy requires that any damaged/missing/faulty items MUST be reported within this time in order to receive a replacement/refund.
Q) I have taken the item out from the box and assembled the wall bracket and now I have realised that its the wrong size.
A) As our policy states, goods must be returned in an unused state, if you have measured the bracket wrongly then repackage them in the same condition as they were sent to you and contact our customer support team.
Q) We wish to return an item for a refund, although I have not got the original packaging.
A) Unfortunately, without having the original packaging included with the product, this will affect the return as it makes the item non-returnable. This is due to us being unable to resale the item onto other customers.
Q) I purchased an item from your website, however, it has developed some type of fault. I know you have a 14 day policy. What shall I do?
A) If the item becomes faulty, please check the policy for that particular item. If the item is damaged after the 14 day period, unfortunately our customers are liable for the damage and a refund/replacement can not be given.
Q) What if I can't return an item?
A) If for any reason you cannot or are finding it difficult to return an item, for example the item is heavy and bulky, then it is possible for us to arrange a collection from yourself for delivery direct to us. The collection would be made using ParcelForce and can be arranged to take place any weekday afternoon. This service costs (£12.50 per box) which we charge by refunding you for the value of the item(s) with the collection charge(s) deducted. Please call us 0117 330 2277 if you want to use this service.
Happy Customers
"I was assured that this kind of issue doesn't happen often and opted for a replacement wall bracket, your customer service team was very helpful throughout the whole ordeal. The new bracket that I was supplied with is much stronger and I can actually trust using this one to mount my TV to the wall, very good. - Jennifer D"
"Many thanks for your great customer service team that were able to help me with the correct methods for returning my tv wall bracket. Sadly the size that I had ordered was much too small for the tv I own and so I needed to get a replacement one, they said that as long as I brought this one back in an unused condition then there should be no problem, thankfully there was no problems! - Ricky Harmon"
"The item in question was a Vogel's wall bracket, sadly it was damaged during transit and as such I was worried that they would think that I damaged it as the outer package was in quite bad nick. After explaining my concerns and current situation to a lovely lady in customer service all of those worries went out of the window! Now I've got the very same frame in perfect condition, and I was assured that this is a rare occurence. - Eddie Gibson"
"Just to quickly say that the new wall bracket is up and the tv looks great up there, very thankful to all of you that helped me with this and I'm glad that I was able to get a replacement! - Julia P"