Requests for repairs or replacements

Repairs or replacements at Queensberry’s expense must be authorised by Management. Our Order Processing and Client Support staff will collect full details from you and request authorisation as soon as possible.

Important: You may incur repair and freight charges if you return products without prior authorization. We arrange our own courier to collect products for return and do not reimburse charges from other couriers.

Our products are all guaranteed and any faulty product will be repaired or replaced free of charge. (That includes any product that is not made in accordance with your confirmed order.)

Your order will be carefully inspected and packed before despatch and will be insured in transit. You must inspect your consignment for visible damage before you sign for receipt. If goods are damaged in transit you must retain all packaging and notify both us and the Courier immediately.

Where appropriate, our order confirmation document, and your acceptance of it (rather than your original order to us) is the basis of the contract between us. We will re-supply any product that is not delivered as per the order confirmation but you must claim within seven working days.

At our discretion we may ask you for photographic evidence in support of any claim. Alternatively we may request you to repack securely faulty, damaged or incorrectly supplied goods for shipment back to us at our expense. If so requested, this is a condition of re-supply.

Other Returns: As goods are specially made to your order, they cannot generally be accepted for return.
We do give repairs top priority but, depending on the problem, they can take some time to complete. Please allow one or two weeks.