Returns & Refunds
YOUR RIGHT TO CANCEL
If you are contracting with us as a consumer online or by phone, you have the right to cancel (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations“)), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. This statutory right is separate from our goodwill policy.
Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below. Please note that the delivery charge refund will be to the value of standard delivery.
If you wish to cancel (or are considering cancelling) a product you have ordered from us, please be aware that statutory rights of cancellation under the Regulations do not apply to certain products and services (for example, made to measure orders and personalised items).
Exercising your right to cancel
To exercise your right of cancellation, you must inform us of your decision to cancel the contract in writing to firstname.lastname@example.org. within 14 calendar days after the day on which you receive the goods or services you ordered, which you can do by filling in the parcel summary when you return your order.
You must take reasonable care of the goods while in your possession. You shall send back any goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the contract to us. The deadline is met if you send back any goods before the period of 14 days has expired. You will have to bear the direct cost of returning any goods to us.
Products should be returned in or with their original packaging. You are only liable for any diminished value of the goods resulting from the unnecessary handling of the goods in excess of what is necessary to establish the nature, characteristics and functioning of the goods.
We will process your refund with 14 days of receipt of the products to the address notified to you by us upon acknowledgement of your notice to return the goods.
We will reimburse to you all payment received from you including costs of delivery (if any). We will make the reimbursement by the same means of payment you used for the initial transaction.
Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us (or arrange for us to collect them).
This is not intended to be a full statement of all of your rights under the Regulations. Full details of your rights under the Regulations are available in the UK from your local Citizens’ Advice Bureau.