Your right of return and refund
If you change your mind
We appreciate that from time to time you may change your mind about a product ordered. As our products are made and prepared to order we do not offer refunds in these circumstances. We aim to be as flexible as possible, and will make every effort to be flexible in order contents, delivery times & dates in order to keep you, our customer happy. If you wish to contact us to discuss an order you have placed this is best done by email to firstname.lastname@example.org.
If a product is faulty or damaged
Whilst we make sure that all of our orders are in perfect condition, sometimes, during local transit or delivery with a courier breakages and accidents can happen. On these rare occasions please contact our customer service team, email@example.com to reach a swift resolution.
We will try where possible and subject to stock to issue a replacement product. If this is not possible we will offer a refund, either full or partial.
Any refund which we make will be on the condition that you return the Product to us and that we do actually receive the Product back from you; and if the Product is actually received by us:
(a) we will reduce (potentially to £zero) the value of that part of your refund which relates to the cost of the Product (but not the part of the refund which relates to postage and packaging costs) to reflect any reduction in the value of the Product, if this has been caused by your handling it in a way which would not be permitted in a shop (for example, if you unseal a Product which is sealed for health protection purposes); and
(b) we will reduce (potentially to £zero) the value of that part of your refund which relates to the cost of the Product (but not the part of the refund which relates to postage and packaging costs) to reflect any reduction in the value of the Product which results from damage to the Product which occurs when it is being returned to us.
If we make a refund to you and later discover that you have not returned the Product to us, or that you have handled it in an unacceptable way or that it has been damaged by you or by your carrier when it is being returned to us, you must pay us an appropriate amount. We will calculate that amount, acting reasonably, and will deduct it from the bank account which you used to pay for the Product. We may make the required deduction from your bank account in more than one payment.
You will be responsible for the cost of returning the Product to us. Whilst we are under no obligation to do so, if we have offered to collect the Product from you and you have accepted that offer, we may charge you the direct cost to us of collection.
If a Product is faulty or has not been described accurately, if we have delivered the wrong, you have a legal right to reject that Product. If you wish to reject a Product you must let us know that you are rejecting the Product and return that Product to the address set out below. You can let us know that you are rejecting the Product by email to firstname.lastname@example.org. We will refund the price of the Product in full and the delivery charges which you actually paid to have the Product delivered to you and any reasonable costs you incur in returning the Product to us.
Returns and refunds generally
6.8 We will refund you using the same method which you used to pay.
6.9 You must return a Product to us without undue delay and in any event not later than 14 days. You must send the Product back to us at:
9-11 Bedford Street
Please include a copy of the order paperwork which you receive from us, or at least a note of the order number, when you return the Product to allow us to identify your order.
Your Statutory Rights as a Consumer
As you are a consumer (that is to say that you enter this contract otherwise than in the course of your trade or business), we are under a legal duty to supply a Product that is in conformity with this Contract. As a consumer, you have legal rights in relation to a Product that is faulty or not as described. These legal rights are not affected by your right of return and/or refund above. Advice about your legal rights is available (in the United Kingdom) from the Citizens Advice website: adviceguide.org.uk