Cancellation and returns policy
1.1 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.
1.2 When you don't have the right to change your mind. You do not have a right to change your mind in respect of goods that have been made to your specific requirements and any commissioned work.
1.3 How long do I have to change my mind? You have 14 days after the day you receive the goods. You do not have to give a reason for cancellation but we welcome feedback to improve our products and service.
1.4 How do I make a return? To make a return, please let us know by Phone or email. Call customer services on 01984 618606 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
1.5 Returning products after notifying us. Once you have notified us of your return you must return the goods to us. Please call customer services on 01984 618606 or email us at email@example.com for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
1.6 When we will pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
1.7 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price for postage / carriage and any costs lost under this contract due to your mishandling of the goods.
1.8 When your refund will be made. We will make any refunds due to you within 30 days of our receipt of the returned goods.
1.9 Faulty goods. If you would prefer an exchange of faulty goods we will work with you to arrange this without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been returned to our warehouse and checked. The cost of returning the goods to us is your responsibility, however, if we agree that the goods are faulty on inspection we will refund your reasonable costs of return. If an item is no longer available we will offer you an alternative or a refund.
1.10 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01984 618606 or write to us at firstname.lastname@example.org or Unit 2, Ashfield Farm Business Park, Crowcombe, Taunton, Somerset, TA4 4AW, UK.