CONSUMER CANCELLATION RIGHTS

This returns policy only applies to consumers.

  1. If you are contracting as a consumer, you may cancel a Contract at any time within 14 days, beginning on the day after you (or someone you nominate) received the Products.  In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 5 below), unless the Products you ordered are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.

  2. To cancel a Contract, please let us know by doing one of the following:

    1. By post. Post the Product(s) to us at the address on the accompanying packing slip, telling us when you ordered it and your name and billing address. Or simply write to us at the address on the packing form, including details of what you bought, when you ordered or received it and your name and address.

    2. Email. Email us at [email protected].  Please provide your name, billing address, and details of the order, and, where available, your Order number.

You may use this model Cancellation Form, but it is not obligatory.

  1. If you end the contract after Products have been dispatched to you or you have received them, you must return the Products to the address for returns set out on the delivery note enclosed with the Products within 14 days of telling us that you wish to end the Contract, and at your own cost.  We source the Products from various suppliers who package them and deliver for us and the address for returns may be different from our address. 

  2. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products 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 Products and later discover that you have handled them in an unacceptable way, you must pay us an appropriate amount.

  3. Your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to our returns address. For information about how to return a Product to us, see clause 2.

  4. You will not have any right to cancel a Contract for the supply of any of the following Products:

    1. Perishable goods;

    2. Products made to your own specification, personalised or where you have requested a specific dedication to be applied to the products;

    3. Products sealed for health protection or hygiene purposes, once these Products are unsealed after you receive them;

    4. Sealed CDs, DVDs, computer software and other audio or video recordings that you have unsealed;

    5. Any Products which become mixed inseparably with other items after their delivery.

  5. Details of your statutory right of cancellation, and an explanation of how to exercise it, are provided in the Dispatch Confirmation, which is emailled to you when the Products you order are dispatched.  This provision does not affect your other statutory rights as a consumer. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

 

These notes are taken from our Terms and Conditions of Supply.  To see the full document, please click here