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RETURNS & REFUNDS POLICY
Your right of return and refund:
If you change your mind about your order, you have the right to cancel and return the item for a refund, during the legal returns period.
Be aware that your right to cancel your order if you change your mind, does not apply in the case of a product which is sealed for health protection purposes which you unseal after you receive it.
Your legal right to cancel your order starts from the date of the dispatch confirmation (the date on which we contact you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the order then depends on what you have ordered and how it is delivered, as set out below:
Your order is for a single product or for multiple products which are dispatched in a single box then the end date is the end of 14 days after the day on which you receive the product(s). For example: if we provide you with a dispatch confirmation on 1 January and you receive the product(s) on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
If your order is for multiple products which are delivered on separate days, then the end date is 14 days after the day on which you receive the last to be delivered of the products ordered. For example: if we provide you with a dispatch confirmation on 1 January and you receive the last product on 15 January you may cancel in respect of any (or all) of the products at any time between 1 January and the end of the day on 29 January.
You can let us know that you have decided to cancel an order by getting in touch with us via email, or by phone, or contact us via the chat on our website. You can email us at firstname.lastname@example.org, or call us via 0161 243 0313.
Whatever method of cancellation you use, please include your name and details of your order to help us to identify it; we will contact you to confirm we have received your cancellation; and your cancellation will be effective from the date you send us notice of cancellation.
Except as set out below, if you cancel your contract because you have changed your mind we will refund you the price you paid for the product; refund any postage and packaging costs which you paid in connection with the delivery of the product to you. However, please note that we are permitted by law to refund only the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we are required to only refund what you would have paid for the cheapest delivery option; and make any refunds due to you as soon as you have let us know that you have decided to cancel your contract.
However, please note that any refund which we make will be on the condition that you return the product to us and that we do actually receive the product back from you; and if the product is actually received by us:
(a) we will reduce (potentially to £zero) the value of that part of your refund which relates to the cost of the product (but not the part of the refund which relates to postage and packaging costs) to reflect any reduction in the value of the product, if this has been caused by your handling it in a way which would not be permitted in a shop (for example, if you unseal a product which is sealed for health protection purposes); and
(b) we will reduce (potentially to £zero) the value of that part of your refund which relates to the cost of the product (but not the part of the refund which relates to postage and packaging costs) to reflect any reduction in the value of the product which results from damage to the product which occurs when it is being returned to us.
If we make a refund to you and later discover that you have not returned the product to us, or that you have handled it in an unacceptable way or that it has been damaged by you or by your carrier when it is being returned to us, you must pay us an appropriate amount. We will calculate that amount, acting reasonably, and will deduct it from the bank account which you used to pay for the product. We may make the required deduction from your bank account in more than one payment. Further information about how to return a product is set out below.
You will be responsible for the cost of returning the product to us. Whilst we are under no obligation to do so, if we have offered to collect the product from you and you have accepted that offer, we will charge you the direct cost to us of collection. If a product is faulty, not as described, or where we have delivered the wrong product.
If a product is faulty or has not been described accurately, if we have delivered the wrong product, you have a legal right to reject that product. If you wish to reject a product you must let us know that you are rejecting the product and return that product to the address set out in paragraph 6.9 below. You can let us know that you are rejecting the product in lots of different ways, including by completing and submitting the cancellation form on our website. You can email us at email@example.com, we will refund the price of the Product in full and the delivery charges which you actually paid to have the Product delivered to you and any reasonable costs you incur in returning the product to us.