CANCELLATION, RETURNS AND REFUND POLICY
We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us in accordance with the returns policy described in this section.
Right to cancel
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason unless the product is a custom order/ bespoke order.
The cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered.
Where you order multiple Products in one order or a Product is delivered in separate parts, lots or pieces, the cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the last Product, part, lot or piece that makes up your order.
To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Services team.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel your contract with us, we will reimburse you all payments received from you, including the cost of delivery.
We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.
You are only liable for any diminished value of the Products resulting from the unfair/unreasonable wear and tear of the Product which is not necessary to establish the nature, characteristics and functioning of the Products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply.
Faulty or mis-described goods
If you are returning the Products to us because they are faulty or mis-described, we will refund: the price of the Product in full; any applicable delivery charges. As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy or these terms and conditions of sale. We will refund you only through the payment method used by you to pay.
How to return the Products
You must return Products to us as soon as reasonably practicable. We will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
You will be responsible for the return costs of the products. We are happy to arrange collection but you can also use any carrier you want to return the items.
You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original (or similar) packaging prior to returning the Products to us. If any damage occurs from the point of collection from you and re-delivery to us then you are liable for the cost of damage.
If the item is sent to you boxed then for us to be able to accept the return it must be returned in the same box it was sent to you in or we cannot accept the return.