YOUR CONSUMER RIGHT OF RETURN AND REFUND
This clause only applies if you are a consumer.
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. 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 the Goods, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
Your legal right to cancel a Contract starts from the date of the Despatch Confirmation, which is when the Contract between us is formed. If the Goods have already been delivered to you, you have a period of 14 (fourteen) working days in which you may cancel, starting from the day after the day you receive the Goods. Working days means that Saturdays, Sundays or public holidays are not included in this period.
To cancel a contract you must inform us in writing by email to firstname.lastname@example.org to tell us. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.
However, this cancellation right does not apply in the case of:
- any Goods made to your specification or clearly personalised
You must return the Goods to us as soon as reasonably practicable; in the same condition in which you received them and at your own cost and risk.
You have a legal obligation to keep the Goods in your possession and to take reasonable care of the Goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
Details of your legal right to cancel and an explanation of how to exercise it are provided in the Despatch Confirmation.
Once we have received and inspected the returned Product(s) we will process your refund as soon as possible and in any case within 14 days of the day you have given notice of your cancellation provided the Product(s) have been returned to us in the same condition as delivery. In this case we will refund the price of the Product in full, including the cost of sending the item to you up to our cheapest delivery method (we will not refund premium delivery surcharges). We recommend that you return all items to us via recorded delivery as we will not be liable for any damage or loss whilst in transit.
If you return a Product to us outside of the 14 day period because you claim it is defective or mis-described, we will examine the returned Product and if you are entitled we will notify you of our intentions to either repair, replace or refund via email within a reasonable period of time. We will usually process your repair, replacement or refund as soon as possible and, in any case, within 30 days of receiving the defective Product. In these cases we will refund the cost of the Product, the delivery to you and up to £100.00 of the cost of return to us (proof of carriage cost will be required).
Refunds to you will be made using the same payment method you originally used when purchasing the Product(s).
As a consumer, you will always have legal rights in relation to Goods that are faulty or not as described. These legal rights are not affected by the returns policy or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.