Returns & Cancellations
Returns and Cancellations
YOUR CANCELLATION AND REFUND RIGHTS IF YOU ARE A CONSUMER
This clause 6 only applies if you are a consumer. To view our full Terms and Condtions policy click here.
6.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling Regulations 2000) during the period set out below in clause 6.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract. Clause 6.5 outlines how your payment and refunds are dealt with. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
6.2 However, this cancellation right does not apply in the case of:
(a) any made-to-measure or custom-made products;
(b) short shelf life / perishable goods;
(c) Selected Offer or Sale items;
(d) Sealed goods which have been opened or used
6.3 Your legal right to cancel a Contract starts from the date of the Sales Order Confirmation, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 7 (seven) working days in which you may cancel, starting from the day after the day you receive the Products. Working days means that Saturdays, Sundays or public holidays are not included in this period Your request will be rejected if the goods have been opened or used in anyway that would make them unsaleable following their return.
6.4 To cancel a Contract, you must contact us in writing via the CONTACT US page on our website. You may wish to keep a copy of your cancellation notification for your own records.
6.5 If you cancel an order within 7 working days and the Products have not yet been despatched or delivered to you, you will receive a full refund of the price you paid for the Products and any delivery charges. If the Products have already been despatched or delivered to you, you will receive a refund of the price you paid for the Products but not any delivery charges and a minimum charge of £12.99 will also be deducted from the refund to cover our costs of collecting the Products. The charge for collection will vary according to the weight of the Products. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 6.4. If you returned the Products to us because they were faulty or mis-described, please see clause 6.6.
6.6 If you have returned the Products to us under this clause 6 because they are faulty or mis-described, we will discuss possible replacement or alternative products with you. If we are unable to provide replacement Products we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
6.7 We will make a refund to you on the credit card or debit card used by you to pay.
6.8 If the Products were delivered to you:
(a) you must return the Products to us as soon as reasonably practicable;
(b) unless the Products are faulty or not as described (in this case, see clause 6.6), you will be responsible for the cost of returning the Products to us;
(c) you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
(d) Goods that are not considered faulty and being returned MUST be in their original packaging, unopened with any seals intact and deemed as resaleable.
6.9 Details of your legal right to cancel and an explanation of how to exercise it are provided in these Terms and also shown in the Sales Order Confirmation.
6.10 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 6 or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.