Cancellations - non personalised/bespoke items
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (formerly the Distance Selling Regulations) provide consumers with the right to a 'cooling-off' period to allow you to change your mind. Under these regulations, you have the right to cancel your order, without explanation, within 14 days of delivery (starting the day after you receive the goods) and to return the goods for a refund within a further 14 days (28 days in total). The Distance Selling Regulations do not apply to businesses nor to individuals who are trading or acting as a trader (buying goods to re-sell for profit) because no-one is the 'Consumer'. This means there is no 'cooling-off' period and the order cannot be cancelled once processed.
Prior to dispatch: Regardless of whether you are a consumer, business or trader, we are happy to cancel any order before dispatch. Contact us using the contact us option or by email at firstname.lastname@example.org and we will cancel the order and initiate a refund. Please include the full name which your account is set up in, your address and your order number.
After dispatch: Send us an email at email@example.com or use the Contact form on this website within 14 days of receiving your goods stating that you wish to cancel the order. Please include the full name in which your account is set up, your address and order number. All products must be returned in their original packaging and in re-saleable condition. Failure to adhere to this requirement may result in transit damage in which instance the goods will no longer be in saleable condition. In these circumstances, no refund will be given and the goods will remain your property and will be made available for you or your agent or courier to collect at your convenience.
Cancellations - personalised/bespoke items
Where an order is placed for an item which is to be personalised or is bespoke, cancellation is not possible once production has started.
Faulty or Damaged Items
In the extremely unlikely event that your item is damaged during transit or is faulty, we will, at our option, make good any shortage or replace any damaged of faulty goods or refund you to the amount you paid for the product provided that you notify us of the problem, by email, within 14 days of delivery of the goods. Nothing in this clause affects your Statutory Rights. Please send us an email at firstname.lastname@example.org or use the Contact form on this website; please provide details of the exact nature of the damage or fault. It would assist us if you would also send photographs of the damage or fault. We may, while deciding the best course of action, contact you by telephone or email for further information. We will also contact you to notify as to how the problem is to be resolved.
In the event of a manufacturing defect, we may, at our discretion, ask you to return the goods to us. In this, and only in this instance, will the postage charge be refunded by us upon receipt of the package.