Refund Policy
This refund policy is taken from our terms and conditions. Please read our full terms and conditions before ordering with us.
*You may cancel the Contract by giving us written notice at any time before you make the initial payment. If you wish to cancel you must not make the initial payment.
If you do not exercise your right to cancel under the clause diredtly above*, you have no right to cancel the Contract under this clause unless we agree to cancel the Contract at your request in which case you must pay any reasonable losses and costs we suffer because of your cancellation, including (without limitation) any manufacturing costs and any loss of profit and we will be entitled to retain part or all of your initial payment to cover any such losses and costs.
If the Goods are sold or provided in phases, each phase shall be a separate contract and no cancellation or termination of any other contract relating to a phase shall entitle you to repudiate or cancel this Contract or any other contract relating to another phase.
In certain situations it may be necessary for us to cancel Your order. This may be due to a production issue with our manufacturing plant, or other circumstances outside of our control. In the event of this occurring We will notify you via e-mail and re-credit any money debited at order placement.
We will not be liable for any compensation payment in the event of order cancellation by us.
Customer Complaints Policy and Procedure
Sashed always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied. To ensure that we can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards that Sashed aims to achieve.
Please contact us straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
This procedure outlines the procedures followed by Sashed in the event that Sashed Ltd should receive a complaint from a customer, either in writing or by telephone, relating to works that have either been completed or are in the process of being carried out by Sashed Ltd or by agents/subcontractors working on the behalf of Sashed Ltd.
Complaints Register (Log) – Folder (computer-based) in which customer complaints are documented. Full details of the Complaints Register are given in section 3.2 below.
Complaints Manager – Point of contact for resolving and administrating customer complaints. The appointed Complaints Manager for Sashed Ltd is Steven Hanson.
Charges – Complaints are free of any charge.
3.1. Recorded in Complaints Register
Immediately following the receipt of a complaint from a customer, the complaint is logged in the Complaints Register. The Complaints Register is a folder set up for the express purposes of keeping an accurate and chronological record of any complaints received, correspondence/communications that have taken place between Sashed Ltd and the customer, any actions taken by Sashed Ltd to resolve the issues concerned and the outcome of said actions.
The Complaints Register incorporates the following elements:
Date-indexing – All complaints are filed in ‘date of receipt’ order – that is, in order of the date that the complaint was received, not the date that the works were initiated/completed.
Full complainant name, telephone number and address of the installation concerned. In the event that the complaint is being made on behalf of someone else, the full name, address and contact details of the complainant are recorded as well as the relevant details of the customer in question.
Brief summary of works carried out.
Brief summary of nature of complaint – usually one-two words (workmanship, conduct, time taken etc.)
Contract reference number.
Action taken (including date).
The above information is included on a ‘customer complaints cover sheet’ contained within the complaints register. Each separate complaint utilises a separate cover sheet.
In addition, all relevant correspondence is filed alongside the complaint’s cover sheet including copies of correspondence issued by Sashed Ltd.
3.2 First response
Once a complaint has been received and logged within the complaints register, it is the responsibility of the Complaints Manager to contact the complainant within 48 hours to discuss the issues raised. This initial contact will be attempted by telephone, however should it not be possible to speak directly to the complainant via this method then a message will be left (should a messaging service be available) and a letter of acknowledgement despatched to the complainant’s address.
If the complainant is reached at this point of initial contact, the Complaints Manager will first apologise for the issues raised and will attempt to discuss the particulars of the complaint, including any potential resolution of the problems. It is hoped that most complaints can be resolved at this point of initial contact – the complaints is discussed and actions are proposed by the Complaints Manager intended to resolve the complaints to the customer’s satisfaction. These actions are also verified in writing to the complainant.
All contact is documented and dated within the Complaints Register.
As previously stated, it is hoped that the initial communication and subsequent resolution action outlined in agreement with the complainant is sufficient to resolve the complaint. If the complaint related to physical aspects of the installation (e.g. workmanship, mess left on site e.t.c.) then a date/time will have been agreed with the property owner for the rectification actions to take place.
In the 24 hours following the rectification work, the Complaints Manager will contact the complainant to discuss the resolution and ensure that the complaint has been resolved to the complainant’s satisfaction. If the complainant agrees that the issues raised have been resolved, then the complaint is closed. The Complaints Manager will despatch a letter to the complainant to verify these discussions. The Complaints Register is subsequently updated to reflect this.
If the complainant is still not satisfied then it will be necessary to escalate the complaint.
In the event that the proposed resolution does not satisfy the complainant, then it will be necessary for the Complaints Manager to escalate the complaint. The complainant will be invited to submit their grievances in writing so they can be addressed in more detail.
Once the Complaints Manager has fully reviewed all aspects of the complaint, contact will once again be made with the complainant to discuss ways of moving forward with the complaint. The Complaints Manager will propose further actions to resolve the complaint which the Complaints Manager feels is appropriate and in keeping with the extent of the complaint and any culpability on the part of Sashed Ltd.
If the actions proposed by the Complaints Manager are agreed by the complainant, this will once again be confirmed in writing and documented in the Complaints Register.
If the complainant is not happy with the actions proposed by the Complaints Manager and/or the Complaints Manager feels that the complainant is being unreasonable in their demands, then it will be necessary for the complaint to be escalated to the Managing Director of Sashed Ltd.
A complaint is to be referred to the Managing Director of Sashed Ltd in the following circumstances:
If after initial contact and resolution, the complainant is unwilling to agree to any further rectification actions by Sashed Ltd.
The Complaints Manager of Sashed Ltd deems the demands of the complainant to be unfair or the responsibility of the issues raised not the responsibility of Sashed Ltd despite the insistence of the complainant.
If, after unsuccessful initial resolution, a second attempt at resolving the issues is also unsuccessful.
In such situations, the complainant is advised to contact the Managing Director of Sashed Ltd directly.
We will resolve your complaint within a maximum of 8 weeks (56 calendar days) from the date we receive it, unless a different timescale has been agreed with you in writing or resolution is delayed due to involvement of external third parties.
In the unlikely event Sashed is unable to resolve your complaint having exhausted the complaints procedure, it may be necessary to use another complaint service. Where Sashed cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
Sashed have access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Trader Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
