Returns & Refunds Policy
V Creative Ventures Limited (we, us, our) is a limited company, with its registered office at 7, Savoy Court, London WC2R 0EX, registered in England and Wales with company number: 11267514 and VAT number: 334775579. We trade under the name Brillig & Borogove. Brillig & Borogove is a registered trade mark (Registration No. UK00003782948) in our name.
We are engaged in the following trade activities:
(i) the marketing and selling of pre-used/second-hand home decoration objects, including works of art, paintings, sculpture, antiques, collectibles, furniture, tapestries (Second-Hand Items); and
(ii) the marketing and selling of bespoke, personalised, custom made, print-to-order and made-to-order products which includes wallcoverings, wallpapers, murals and textiles made to your specification and/or measurements (Made-to-Order Products) and pre-printed ex-stock wallpapers, murals, wallcoverings and textiles.
Please read this Returns and Refunds Policy carefully. This Returns and Refunds Policy applies to the return of any Second-Hand Items that you purchase from us in person at an exhibition (an In Person Sale), via our website, any associated mobile or digital applications, via e-mail communication made with contact@brilligandborogove, sales@brilligandborogove or enquiries@brilligandborogove, phone or any other means of digital or at a distance communication.
Our returns policy is different depending on the nature and type of the Made-to-Order Product/Second-Hand Item that you order/purchase from us and in the case of Second-Hand Item purchased via an In Person Sale, the way you purchased it from us.
If you are unsure about our return policy for any product, please contact us via email on contact@brilligandborogove.com
For wallcoverings, murals, wallpapers and textiles we strongly recommend you order a sample/cutting before placing an order.
GENERAL RETURNS AND REFUND TERMS
1. Tell us you would like to return your Made-to-Order Product/Second-Hand Item.
- For any Second-Hand Item that you have not purchased via an In Person Sale, up to 14 days of receiving your order to tell us in writing that you would like to cancel and return your order. Please contact us on sales@brilligandborogove.com to arrange your return and timely processing of your refund.
2. You have to return the Second-Hand Item at your own cost. You have to return your Second-Hand Items to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product.
3. You must send the Second-Hand Item back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. We can also arrange for second-hand items to be collected by third party couriers from you, but you will have to cover the cost for doing so. We cannot guarantee a timeline for the collection. Refund against the purchase will only be made to the buyer once the item is received and checked by us after deducting any collection and delivery costs.
4. We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.
5. We reduce your refund if you have used or damaged a Second-Hand Item. If you handle the Made-to-Order Product/Second-Hand Item in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the Made-to-Order Product's/Second-Hand Item's condition is not the same as originally sold, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the Made-to-Order Product/Second-Hand Item, no refund may be due.
6. When and how we refund you. If you tell us you've changed your mind about a Second-Hand Item that you have not purchased via an In Person Sale and that hasn't been delivered to you, we refund you as soon as possible and within 14 days. If you're sending your Second-Hand Item back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
7. You have rights if there is something wrong with your product.
If you think there is something wrong with your Made-to-Order Product/Second-Hand Item, kindly contact our Customer Service Team at sales@brilligandborogove.com
We honour our legal duty to provide you with Made-to-Order Product/Second-Hand Item that are as described to you on our website or by one of our sales staff and that meet all the requirements imposed by law.
Items sold as Second-Hand Items including home decoration objects, works of art, paintings, sculpture, antiques, collectibles, furniture, tapestries have gone through some level of wear and tear.
Where possible we aim to provide a general overall description and condition of each Second-Hand Item with imagery of the same, however it is not possible for us to list each blemish, mark or inherent flaw that is in line with the nature and age of such Second-Hand Items. For all Second-Hand Items that in our opinion have a fault or a damage, we will provide where possible, information and description of the nature of the fault or damage. We are not liable to provide a refund where a purchase has been made knowing a Second-Hand item was faulty or damaged when it was purchased from us or you have damaged an Made-to-Order Product/Second-Hand Item by trying to repair it yourself or getting someone else to do it. We do not offer or provide and cannot undertake any repair service or restoration work on faulty or damaged Second-Hand Items.
You are most welcome to email us on contact@brilligandborogove.com should you require any further information on any of our Made-to-Order Product/Second-Hand Item prior to purchase. Prospective buyers are always welcome to make an appointment with us to inspect beforehand any Second-Hand Item that they are interested in purchasing or order samples of Made-to-Order Product before ordering the Made-to-Order Product.
RETURN OF MADE-TO-ORDER PRODUCTS AND IN PERSON SALE ITEMS OR PRODUCTS
1. All Second-Hand Item purchased via an In Person Sale are non-refundable.
2. All Made-to-Order products are non-refundable. In accordance with our Conditions of Sale, we are unable to offer a refund for any bespoke, personalised, custom made, print-to-order and made-to-order products made to your specification and/or measurements (each a Made-to-Order Product) as these are custom printed by third party specialist printers upon an order.
3. Contact us if a Made-to-Order Product or any Second-Hand Item purchased via an In Person Sale is faulty. You should check all wallpaper for faults before and during hanging. In the event a fault or defect is found with the wallpaper please contact us within 30 days via email on: sales@brilligandborogove.com so that we can send out replacements if necessary. Where the defect or fault with the wallpaper is confirmed by us, a replacement or refund will be made at no charge. We ask you to take a photograph of the fault or defect and attach the photograph to your correspondence with us as this will help us in providing a timely and effective solution.
4. Please inspect the Made-to-Order Product first. We advise that all rolls are inspected prior to hanging as a refund cannot be issued once the product has been hung.
5. Please inspect any Second-Hand Item purchased via an In Person Sale before buying it.