Delivery & Returns Policy

Delivery & Returns Policy

About this policy document

These are the terms and conditions (the “Delivery & Returns Policy”) which apply to the delivery by us to you of goods purchased by you, from us online at www.SOLID

We may sub-contract our obligations for the Home Delivery Service to transport service providers of our choice, but we will nevertheless remain responsible for the performance of the Home Delivery Service to you.

We reserve the right to change the Delivery & Returns Policy at any time without prior notice. Any changes to the Delivery & Returns Policy will be effective for all new deliveries placed after the change is published on our website. You should check the Delivery & Returns Policy posted on the SOLID website before each new delivery – they may have changed since your last visit.

Delivery location

We will deliver to the delivery address specified in the order. The location must be within UK & IRELAND, but we may accommodate other locations on a case per case basis. Please note that we reserve the right to decline a delivery in certain
cases, with or without a specific reason.

The delivery location must be accessible by road. It is your responsibility to be available to accept delivery at the specified delivery location on the day of delivery. If you want to take your order abroad, we are happy to deliver to your shipping agent for onward transfer.

Conditions of delivery

Some of our goods are larger than one may expect, particularly the furniture. Please check the measurements of the goods you are buying to make sure there is enough space at the delivery address for delivery to take place.

Prior to delivery, you must ensure that there is sufficient access and space to complete the delivery in a safe and comfortable manner, and that all staircases and lifts providing access are suitable for the delivery. You must ensure that your property and the delivery area are safe for delivery staff.

To ensure the smooth delivery of your order, you must give us as much detail as possible in advance about particular features of the delivery address which may affect the delivery (e.g. will there be time to unload / load? Are there any height, width, or weight restrictions? Are there any parking restrictions? Will the vehicle require a parking permit? Are there any time restrictions? Is access to the delivery location made difficult by landscape or geographical constraints?) If the delivery is to a business address, are there any restrictions in terms of opening hours?

If you provide us with incomplete, incorrect, or inaccurate information or instructions, we may cancel the delivery by giving you written notice.

Delivery staff are not permitted to, and shall not: remove doors, windows, doorframes, etc. in order to complete the delivery (if these measures are required they must be undertaken before delivery takes place; we will not carry any specialised lifting equipment); unpack or construct delivered items or remove any packaging; or remove their footwear whilst making deliveries (if you are concerned about possible damage to carpets or laminate flooring, you should ensure that the adequate protective sheets are provided to cover the floors in question).

Delivery Arrangements

Delivery will take place at the delivery address specified by you either during the online order process (if you ordered online) or by email or any other communication medium. We ask you to provide us with two telephone numbers so we can contact you easily and advise you of your delivery time.

Goods will be delivered to the entrance of your building or house, where transfer will take place. At this point you will take full ownership and responsibility for the goods.

You are solely responsible for ensuring that we can make delivery to the delivery address and that you are available to accept delivery at this address on the delivery date. Please try to inform us as soon as possible if you know that you are not going to be in to accept delivery. We shall not be liable in respect of any delay in delivery because of any act or omission by you.

If you are not personally available to accept delivery, you may appoint a representative to do so in your place. The representative must be an adult capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own. Delivery staff are not permitted to leave any items that have not been signed for.

On delivery, you will be asked to examine the goods, check the condition of the packaging and whether the correct number of packages have been delivered. You will be asked to sign the delivery document confirming that the delivery has taken place, the number of items delivered, that delivery of the goods has not caused any damage to your property, that items are delivered “free of visible damage” and that you are happy with the service you have received. If there is obvious damage or items are missing or incorrect, you should record this on the delivery document. Missing items will be re-ordered, and damaged/incorrect items will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us at a later date if you subsequently find a defect in your goods. You must let us know about any damaged, missing and/or incorrect goods within 24 hours of delivery. If you refuse to sign the delivery document, this will be taken as refusal to accept delivery.

Once the goods have been delivered to you (or your representative), you become the owner of those goods and, from that point on, they will be at your risk. This means you will be liable for any subsequent damage, loss or destruction.

Damaged Items

If items within the packaging are faulty or damaged (whether before or during delivery), you shall notify SOLID PRODUCTS customer service team of such fault or damage using the email address (for online orders) as soon as possible and, at the latest, 24 hours after delivery. It is strongly advised to take pictures of the damaged goods and send them to the SOLID PRODUCTS Customer service team as soon as possible.

Any damaged product/package must be retained for inspection at a later date. Should you dispose of any damaged product/package before we have had the opportunity to inspect it, then this could affect any claim for replacement.

Where it is established that we are responsible for damage to a delivered item, we will replace the damaged item or, if we are unable to do so, we will reimburse you with the full amount you have paid for the product, together with any delivery charges, within 30 days of the claim being accepted.

We will not accept responsibility for any items that are damaged during the delivery process, to the extent that such damage is not deemed SOLID PRODUCTS’s fault.

Our Liability

In the event of any unforeseen circumstances (including without limitation, but not limited to, lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses incurred due to a delay in delivery arising out of any cause beyond our control.

The delivery service is provided as a convenience. In the case of a delay or damage before or during the delivery of the goods, we (SOLID PRODUCTS ltd, SOLID and all related or affiliated companies and personnel) are deemed not responsible or liable for any loss or damage you may suffer as a direct or indirect result of the delay or damage.

We will only supply the Home Delivery Services for domestic and private use. You agree not to use the Home Delivery Services for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of data, loss of anticipated savings, loss of business, business interruption, loss of goodwill or loss of business opportunity, or for any injury to your reputation.

21 days Return Guarantee

If you purchased your product from our website SOLID or by phone, you benefit from our 21 days return guarantee. As part of the guarantee, if you are not satisfied with the product you received within 21 days of delivery, you can return it to us at your own cost and we will refund you fully the monies paid for the returned product.

You do not need to give a reason for the return, you can just decide you don’t want it anymore. The product should not be damaged and must be in the state you received it. So, you can shop safely knowing that you can change your mind at any time. Our 21 days Return Guarantee gives you complete peace of mind.

Please note that beyond 21 days after delivery, no return or refund will be accepted or processed. In cases we deem exceptional, we reserve the right to accept returns or refunds (full or partial) beyond 21 days, at our entire discretion and with or without providing a reason.


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