Cancellation Rights, Returns and Refunds 1.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 calendar days from the day after you receive your goods. 1.2 As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation. 1.3 The product may be examined, but no right of cancellation, refund or return exists under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once you have used your product, unless the product is defective and you are returning it for this reason. 1.4 No right of cancellation exists for downloaded goods or “softcopy” goods to which you, the customer has instant access to or use of; nor for special order non-stock items or "made-to-order" items, such as those incorporating special colours, designs or other additional non-standard features. (This list of examples is not meant to be exhaustive - if you are not sure whether your item is covered by this clause, contact us before ordering to confirm.) Furthermore, because we cannot guarantee colour accuracy in printed material or on screen, no right of cancellation exists for items ordered that do not match colours indicated in printed material or on screen. We can only accept items back that do not match a colour sample or swatch previously provided before ordering. Finally, no right of cancellation exists for items ordered across different series or brands that do not colour match - although you may find items of the same colour from different series or brands, these are not a guaranteed match and we will not be responsible for colour differences across different product series should you select items on this basis. 1.5 Please observe the following procedure for all returns to us: 1.5.1 Contact us before any return for a return authorisation and reference, together with detailed instructions on the procedure for the return which may vary from case to case. 1.5.2 If you are returning your product because it is defective, please state the defect or defects. 1.5.3 Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state. 1.6 If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us. You must inspect the goods immediately on receipt and any damage or shortages shall be noted on the carrier copy of the delivery note with the words “consignment damage” or “shortage” as appropriate. 1.7 Where damage or a shortfall in delivery has occurred, you must provide full notification by telephone and in writing within 48 hours of the time of delivery for your claim to be considered. 1.8 You are responsible for paying any postage or shipping costs incurred when returning the product. 1.9 We recommend that all returns be sent by registered post, so that a record of the return is available for you. 1.10 We will not issue refunds for any items lost or stolen in transit to us. 1.11 Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return. 1.12 If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you. 1.13 Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product. 1.14 We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
