You have the right to cancel any order you have placed other than in respect of goods made to your specification, goods that have been personalised or certain other goods specified in the regulations, including some accessories. Where the goods have been delivered to you, you may cancel them within 14 working days, starting from the day after the goods were received, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which came into force on 13 June 2014.
The following procedures will apply:
You must email our online Customer Service Desk – firstname.lastname@example.org – or write to us at our address to notify us of your wish to cancel. If you have contacted us to cancel before delivery of your goods and even though your order may have been cancelled, delivery usually cannot be stopped (except on occasions where cancellation takes place within 30 minutes of order). Please refuse any delivery of cancelled goods or return them to us. Goods must be returned to their original point of dispatch and while they are temporarily in your possession you must take proper and reasonable care of them.
For instructions on how to return an order, please see section 7 of our General Terms & Conditions and our Returns Policy below. You will be responsible for the cost of return by Royal Mail or other carrier returns in accordance with our Returns Policy.
Returns & Refunds:We will exchange or refund your purchase provided you notify us within 14 working days following the day of delivery but your purchase must be returned unopened and in its original packaging together with any promotional or free items included in the order. The return must be carried out using the procedure described below.
If cancelling your purchase under the Consumer Contracts Regulations, your product must be complete and in new and fully saleable condition. If you have opened the box or packaging to examine the product you must have done so without damaging or marking the product or the packaging in any way. The product must not have been used. It should be returned with the original box and packaging together with any promotional or free items included in the order.
IMPORTANT NOTICE: Where your order relates to products involving technical or electronic accessories – [eg heated garments] and the product is sealed either with an adhesive security seal or pre-wrapped in a clear security film, the purchase cannot be exchanged or returned where the security seal or security film has been broken, damaged, removed or otherwise tampered with. Please ensure that the product is returned with the security seals or security film intact.
If you follow the above procedure we will issue a full refund to you for the cost of the product and any delivery charge paid. However we reserve the right to retain any charge paid for services which have already begun or been completed. Refunds can take up to 14 working days. The cost of returning the product to us will not be refunded.
Whilst the goods are in your possession you must take proper and reasonable care of them and not use them.
We cannot refund your purchase when:
- You return your product without proof of purchase; or
- The seal has been broken; or
- The product or packaging are damaged; or
- The product has been used or cannot be sold as new; or
- The goods were a special order to your specification or have been personalised
THIS RETURNS POLICY IS SUBJECT TO OUR TERMS & CONDITIONS AND DOES NOT AFFECT YOUR LEGAL RIGHTS