Your consumer right of return and refund
If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts Regulations 2013. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. However, this cancellation right does not apply in the case of: any used or opened Products; any custom-made products or products made to your specification or clearly personalised; Products that are not suitable for return due to health protection or hygiene. For example, if the goods become unsealed after delivery or have perished; any Products which become mixed inseparably with other items after their delivery; or any other category excluded by the Consumer Contracts Regulations 2013.
Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract is 14 days from the receipt of your order. To receive a refund you must contact us at firstname.lastname@example.org with notice that you wish to cancel within 14 days.
We’ll then provide you with an address to return the complete and un-opened package.
You then have 30 days to return the package.
If you cancel your Contract within the specificed 14 day period we will:
- refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
- refund any delivery costs you have paid.
If you have returned the Products to us because they are faulty or mis-described, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
We will refund you on the credit card or debit card (or other payment method) used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
Unless otherwise stated, subscription orders carry a 30 day guarantee. If you buy a subscription product with a 30 day trial you can cancel this anytime within the first 30 days from the date the order was placed and receive a full refund. This applies to new customers only. Subsequent orders and subscriptions are governed by the returns and refund policy above.