Refunds & Returns
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 07/11/18.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
In addition your right to cancel set out above we may, at our discretion, after the 14 day cancellation period has expired allow you to return items that are unopened, in pristine condition and in their original packaging with any retail seals unbroken and we may, at our discretion, arrange for the postage costs to be either refunded or paid for.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:14 days after the day we receive back from you any goods supplied; or(if earlier) 14 days after the day you provide evidence that you have returned the goods; or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the 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. You will have to bear the direct cost of returning the goods.
Please contact our Customer Service team on 0800 917 8698 to arrange your return, for instance:
- If we sent you the wrong item
- If the item is damaged or faulty
- Where you are returning a substitute item which you do not want to keep
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account or by post at 1-2 The Stables, Gadbrook Way, Gadbrook Park, Rudheath, Northwich.
For business related queries only please contact: 01252 352 230.
CYBER & CHRISTMAS REFUNDS UPDATE
All gifts purchased after 1st November 2021 are returnable until 15th January 2022