Under the Consumer Contracts Regulations 2014, a customer is allowed to return an online and mailorder order item if they simply change their mind. A customer has the right to cancel at any time from the moment they place their online order, and up to 14 days from the day they receive the goods provided that you inform us in writing (via post or email). The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods. Goods must be returned to us unused and undamaged, with the original invoice. This returns policy does not apply where items have been made to individual requirements and is only applicable for standard items purchased from our website. If you fail to inform us within 14 days of receiving the goods, you will have forfeited your right to cancel and we will impose a 30% handling charge and your original postage costs will not be refunded. This does not in any way affect your statutory rights. If in doubt, please call us on 01708 861827.
Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return.