Refund policy
- Returns & Refunds
We are able to accept returns of Goods and issue a refund and/or issue a refund in relation to the provision of Services, in the following circumstances: -
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- in accordance with Your statutory cancellation rights as set out in clause 10; or
- where We have breached Your legal rights as set out in clause 2.3; or
- if You do not accept any changes made by Us to Your Order as set out in clauses 3 and 4.5; or
- if you do not accept any amendment to these Conditions in accordance with clause 10.
Our process for dealing with returns and refunds in accordance with Your statutory cancellation rights is set out in clause 10.
If You wish to receive a refund for the reasons set out in clauses 1.3 and/or 11.1.4 above, You must inform us of Your request in writing within 7 days of Us notifying You of the changes and/or amendments. If applicable You must arrange for the Goods to be returned to Us within 7 days of You notifying Us of Your request for a refund.
We will then consider Your request for a refund for the reasons set out in clauses 1.3 and/or 11.1.4 above, examine the returned Goods, if applicable, and will notify You of your refund via e-mail within a reasonable period of time. We will usually process the refund due to You as soon as possible and, in any case, within 7 days of the day We confirmed to You via e-mail that you were entitled to a refund. You will receive a full refund of the Price for the Goods (including any deposit and any delivery costs (only a sum equal to basic delivery costs will be refunded)). We will refund You using the same method You used to make the payment.
We will be unable to make a full refund to You in accordance with clause 11.3-11.4 where Goods have been used in any way.
If You wish to receive a refund for the reasons set out in clauses 1.2, You must promptly notify Us in writing of any breach of Your legal rights and allow Us to investigate the matter.
If the breach is in relation to Goods, for example if the Goods are not of satisfactory quality, are not reasonably fit for purpose and/or do not match Our description of the Goods provided to You, You have the right to;
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- reject the Goods within 30 days of the date of delivery;
- a replacement of the Goods; and
- a price reduction or a final right to reject.
If the breach is in relation to Services You must allow us to inspect the results of those Services and, if those Services do not meet that standard, we may re-perform those Services. If We are unable to re-perform those Services within a reasonable time and without significant inconvenience to You, or if it would be impossible to re-perform the Services in conformity with the Contract, then You will be entitled to request a price reduction.
If you are entitled to a refund, or a price reduction, in accordance with clause 1.2 We will usually process the refund due to You as soon as possible and, in any case, within 14 days of the day We confirmed to You via e-mail that you were entitled to a refund. We will refund You using the same method You used to make the payment.
If You wish to return Goods for a reason other than is set out at clause 11.1, We are not obliged to accept a return and provide You with a refund. You may request that We sell the Goods on Your behalf, but We offer no assurances of the outcome or price negotiated. We will advise You of the offer of sale which is up to You to accept.
