Faulty items

In the unlikely event of your delivery arriving damaged, please report the problem to our sales team within 7 days of the receipt of the package, and we will resolve the problem. Cartwright & Butler accept responsibility for any costs associated with the returning faulty items.

Please contact the sales team at [email protected] 

Product failure upon receipt is unusual, in the unlikely event of the product failing early please contact our sales team who will endeavour to resolve any issues you may have. Please note that faulty products are returned to the manufacturer for testing.

Cooling off period

Most orders placed with Cartwright & Butler are covered by our 14 days satisfaction guarantee. You can return the item by notifying us within 14 days of the item being delivered. If the item is not faulty, it must be returned unused, unopened and original packaging undamaged and the customer is responsible for any P&P costs.

Also, please be aware that we cannot be held responsible and provide refunds/exchanges on items affected by circumstances beyond our control, this includes but is not limited to damage and neglect after goods are delivered or goods being stored incorrectly.

In order to arrange a return, please contact our customer service team at [email protected] as soon as possible and within 14 days of delivery. You must inform us in writing with the order number, the item number or name and the reason for the requested return. Returned parcels must be packaged securely with all the items included. Any additional cost from delivery or returning the item that are not agreed beforehand with Cartwright & Butler are not covered under our cancellation policy. Please keep your Cartwright & Butler receipt as well as proof of postage.

EXCEPTIONS - If your order contains any of the following items, the cooling off period does not apply and cannot be returned unless faulty.

1. Shorter shelf life (items with a shelf life of less than 6 months) and seasonal items

2. Personalised goods

3. Bespoke hampers. If your hamper is purchased using the create your own service or created to your requirements by our sales team.