10. Customer's Responsibility Pending Collection
Where goods are being returned, rejected or collected because they are damaged, faulty or unwanted, the customer must take reasonable care of them until they are physically handed to our authorised supplier, manufacturer or courier.
The goods must be kept secure, dry, protected from the weather and reasonably packaged where appropriate. They must also remain available at the collection address agreed with us in writing.
We will not accept responsibility for loss or additional damage caused by goods being left unattended, unsecured, exposed to the weather, moved without reasonable care or relocated without notifying us before the collection is arranged.
11. Loss, Theft or Further Damage Before Collection
If goods are stolen, lost, unavailable for collection or sustain additional damage before being handed to the authorised collecting supplier, manufacturer or courier, this may invalidate, reduce or prevent the associated refund to the extent permitted by applicable law.
Any damage not previously reported to us in writing and supported by photographs may be treated as having occurred after the original damage report. The condition of the returned goods may be compared with all photographs, emails and other evidence supplied before collection.
A customer cannot transfer responsibility for the security of goods to us simply by leaving them outside or stating that they will not accept responsibility for them. The customer remains responsible for taking reasonable care of the goods and making them securely available until physical collection has taken place.
Where the goods are stolen, lost or further damaged because the customer failed to take reasonable care, we reserve the right to reject or reduce the refund claim, subject always to the customer's statutory rights.
