This policy summarises some of your key rights and provides information on cancellation and returns. It is not intended to replace the terms contained in our terms and conditions, which you should read carefully before you place your order.
1. Can I cancel my order?
1.1. You can cancel your order within 14 days without giving any reason. However, for some goods you do not have the right to cancel or you may lose the right to cancel in certain circumstances. This is further explained in clause 4 below.
2. How long do I have to cancel my order?
2.1 The cancellation period will expire 14 days after the day on which you, or someone you nominate, receives the goods.
3. How can I cancel my order?
3.1. If you want to cancel your order, you must let us know. You can do this by:
3.1.1. emailing us at [email protected] or call us on 01786 472850; or
3.1.2. filling out and submitting the online cancellation form available here. If you use this option, we will send you an email to let you know that we have received your cancellation request.
3.2. The deadline is met if you send the products back to us before the cancellation period has expired. We strongly recommend that you get proof of postage.
3.3. To help us process your cancellation more quickly and accurately, please have your order number ready or include it in the cancellation form you send to us.
4. Do I have the right to cancel any order? Return exclusions.
4.1. No, you do not have the right to cancel in respect of the following goods and will not be entitled to a refund unless such goods are faulty:
4.1.1. goods that are specially ordered, fabricated and/or made to your specifications or which are clearly personalised;
4.1.2. goods received sealed for protection reasons, e.g. liquid, gel or paste type products, glue, electrofusion fittings, coils, once you remove or break the seal.
4.2. This does not affect the rights you have if your goods are faulty. These are set out in clause 17 of our terms and conditions available here. Items which are non-returnable will be identified on our website.
5. Effects of cancellation
5.1. If you have received goods in connection with the cancellation request:
5.1.1. you must send the goods back to us without undue delay and in any event within 14 days from the day on which you told us that you want to return the goods. The deadline is met if you send back the goods before the 14-day period has expired;
5.1.2. you will have to bear the direct cost of returning the goods. The cost of returning can differ depending on the item being returned, a link to our delivery costs can be found here. All costs are an estimate and will differ between return carriers.
5.1.3. you are only liable for any diminished value of the goods resulting from your (or representative) handling of the goods in a way beyond what is necessary to establish the nature, characteristics and functioning of the goods. You are responsible for the goods while they are in your possession/control.
5.2. If you cancel your order, we will refund all payments received from you, including the cost of standard delivery. We will only refund the cost of standard delivery, even if you chose a more expensive delivery option. If only part of the order is cancelled, any delivery charge paid will not be refunded. If the right to cancel does not apply to the goods, you will not be entitled to a refund unless they are faulty.
5.3. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of your (or representative) handling of the goods in a way beyond what is necessary to establish the nature, characteristics and functioning of the goods (eg beyond what might reasonably be permitted in a shop).
6. How do I return my order?
6.1. To return your item(s), please see our returns process below, set out in an easy-to-follow flow chart.
7. When will you issue the refund?
7.1. We will issue the refund:
7.1.1. Within 14 days after the day we receive the goods back from you; or
7.1.2. (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
7.1.3. if no goods have been supplied, 14 days after the day on which you told us that you want to cancel this contract.
8. How will you refund me?
8.1. We will make the refund using the same payment method you used to make your purchase, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund.
8.2. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent the goods back, whichever comes first.
9. What if the product is faulty?
9.1. We are under a legal duty to supply goods that are in conformity with our contract with you. The rights you have if your goods are faulty are set out in clause 17 of our terms and conditions available here.
9.2. You must tell us about any fault or damage as soon as reasonably possible by emailing us at [email protected] or call us on 01786 472850.
If you would like this policy in another format (for example: audio, large print, braille), please contact us.