We hope that you will love everything you buy from us, however in accordance with Consumer Contracts Regulations(formerly Distance Selling Regulations) you have from the time of ordering up to 14 days following receipt of the goods to change your mind. If you do wish to return an item this must be done in writing; Please send us an email notification to firstname.lastname@example.org to inform us of this decision and we will email along our model cancellation form for completion prior to posting any goods back to us.
All return postage costs must be paid for by the customer. Items must be returned in/with their original packaging and all care must be taken to ensure they return safely in a saleable condition within 14 days following cancellation. We require you to obtain a certificate of postage as proof of return and we highly recommend you use a level of service with adequate compensation for the goods.
Following receipt of the item(s) back in a saleable condition we will then issue a refund for the goods along with the original outbound postage costs only, if paid.
We reserve the right to refuse a refund if the items are not returned to us in a saleable condition or are damaged in return transit. (Postage compensation recommended for this reason.)
Our cancellation & refund policy does not apply to personalised or custom items unless they are faulty or damaged.
If an item arrives from us faulty or damaged please let us know as soon as possible, if you could email a brief description of the fault or send us a picture if damaged to email@example.com. If you could then return the goods to us as per above, (Proof of postage, etc.) Upon receipt of the goods back we will then issue a replacement (at no cost to you) or a refund if you would prefer.
In the instance of damaged or faulty goods only we will refund the return postage costs also.
In the event that we do not receive the returned goods back, we will ask you to provide a copy of the certificate of posting from the Post Office or other courier as proof of return. We reserve the right to refuse a refund if you are unable to provide proof of posting.
Refunds, where possible, will be made by the same method as the original payment and will be made within 14 days following receipt of the returned item or a copy of the proof of postage.
Any shortfalls in return postage costs will be deducted from any refunds made.