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Returns policy

Returns policy

Returns policy

Returns in the event of cancellation

In accordance with the Consumer Contracts Regulations 2013, the consumer has the

right to cancel within 14 days of the goods arriving into the physical possession of the

Consumer, or a person identified by the consumer to take possession of them.

Notice of cancellation must be made to the Trader by the Consumer must be made in

writing and a cancellation form is available for the Consumer should they wish to use

this. This cancellation form should be provided at the point of sale.

The Trader must acknowledge receipt of cancellation without delay.

Goods must be returned to the Trader within 14 days of notice of cancellation.

The Trader must reimburse the Consumer without delay and no later than 14 days

from receiving the goods back or the Consumer providing evidence of having

returned the goods.

Reimbursement must be made using the same method of payment as the Consumer

used for the initial transaction, unless the Consumer has expressly agreed otherwise.

The Trader must reimburse the basic delivery cost of getting the goods to the

Consumer. If the Consumer expressly chose a delivery option costing more than the

least expensive common and acceptable delivery offered by the trader, then in such

cases, only the standard delivery charge will be reimbursed. In cases where the goods

could have been sent by Royal Mail, the standard charge for that service will be

reimbursed. If they could only have been sent by courier, the standard charge for

larger/hazardous items will be reimbursed.

It is the Consumer’s responsibility to arrange return of goods in the event of

cancellation. The Consumer must send the goods back to an address specified by the

Trader or hand them over to the Trader at this address.

The Consumer must bear the direct cost of returning goods. If the Trader offers to

collect the goods, or in the case of an off-premises contract, the goods were delivered

to the Consumer’s home and could not, by their nature, normally be returned by post

then it is the Traders responsibility to bear these costs. The Consumer is not required

to bear any cost of collecting goods unless the Consumer agrees to bear them.

If the value of the goods have been diminished as a result of handling by the

Consumer beyond what is necessary to establish the nature, characteristics and

functioning of the goods, the trader may recover that amount from the consumer up to

the contract price. Excessive handling is defined as going beyond handling

reasonably allowed in a shop.

An amount that may be recovered may be deducted from the amount to be

reimbursed; otherwise the Consumer must pay this to the Trader.

If multiple goods are ordered in one order but are delivered on different days, the

cancellation period ends at the end of 14 days after the day on which the last of the

goods are delivered to the Consumer.

In the event the Consumer decides to cancel part of an order only, in this instance, the

original delivery cost will not be reimbursed to the Consumer.

Custom-made products are exempt from the Right to Cancel.

Returns in the event of Faulty Goods

The Consumer always has the right to return faulty goods and has the right to a full

refund. A full refund includes the cost of postage and packaging.

If the goods were purchased less than 6 months ago, the Trader accepts they were

faulty at the point of sale. In the first instance, the Trader will offer repair or


If the goods were purchased over 6 months ago, the Consumer has to prove there was

a fault at point of sale.

The Consumer has the right to request repair or replacement of faulty goods for up to

6 years from sale as long as it is reasonable for them to have lasted that long.

The Trader does not have to offer a repair or replacement if the fault is due to normal

wear and tear or misuse by the Consumer.

The Consumer can turn down the offer of a repair or replacement if they bought the

item a short time a go and have the right to a full refund or if it is impossible to

repair/replace the goods.

In the event of faulty goods being returned, the Consumer should return the item to

the Trader. Electronic items will be tested and if found to be faulty will be repaired or

replaced and returned to the Consumer. The trader will bear the full cost of the

Consumer returning the item and the subsequent dispatch of the repaired/replaced

item to the Consumer. If the electronic item is found to be fine under testing, no

postage costs will be reimbursed to the Consumer and the Consumer will pay the

Traders standard delivery charge for the return of the item to the Consumer.


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