PLEASE READ THIS REFUND POLICY, ALONGSIDE OUR TERMS AND CONDITIONS OF SUPPLY
1. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 2. - your rights to end the contract)
2. YOUR RIGHTS TO END THE CONTRACT
2.1 You may be able to end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
2.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back), see clause 4;
2.1.2 If you want to end the contract because of something we have done or have told you we are going to do;
2.1.3 If you have just changed your mind about the product, see clause 2.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
2.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at clauses 2.2.1 to 2.2.4 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
2.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to.
2.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
2.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;
2.2.4 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late).
2.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
2.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
2.4.1 products that have already been used, such as incense sticks/cones and candles;
2.4.2 products which have been personalised for the consumer (including without limitation where letters, numbers, or other markings or additions have been made to the products at your request);
2.4.3 products that have been damaged by the consumer;
2.4.4 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
2.4.5 sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and
2.4.6 any products which become mixed inseparably with other items after their delivery.
2.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
2.5.1 If you bought goods which are delivered in a single delivery. In this case you have 14 days after the day you (or someone you nominate) receives the goods; or
2.5.2 If you bought goods which 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 to change your mind about the goods.
3. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
3.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
3.1.1 Email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
3.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. Please email us at firstname.lastname@example.org for the return address. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. Once received, the refund will be issued.
3.3 When we will pay the costs of return.
3.3.1 We will pay the costs of return:
220.127.116.11 if the products are faulty or misdescribed; or
18.104.22.168 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong;
3.3.2 In all other circumstances you must pay the costs of return. Especially when the parcel has been returned to us due to it being undeliverable i.e you haven't collected from your local Royal Mail collection centre after it being held there, or the wrong/incomplete shipping address has been provided.
3.4 How we will refund you. We will refund you the price you paid for the products including delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
3.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
3.5.1 We may reduce your refund of the price (excluding delivery costs) 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.
3.5.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. As standard we use the Royal Mail Signed For® service, and in the case of larger or heavier items we use the following couriers; Yodel (via Collect+), UPS and ParcelForce.
3.6 When your refund will be made. We will make any refunds due to you after the items are received. If you are exercising your right to change your mind then 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 us.
4. IF THERE IS A PROBLEM WITH THE PRODUCT
4.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us at email@example.com. Please accompany the email with photographs of the product if it is damaged or incorrect. We are open Monday - Friday, 9am - 5pm.
4.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is goods (as is the case for all of our products), for example physical house decor or physical gifts, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- up to 30 days: if your goods are faulty, then you can get an immediate refund.
- up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
- up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
4.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products, you must post them back to us. We will pay the costs of postage or (if applicable) collection. Please write to us at firstname.lastname@example.org for return information.