Cancellation and Returns Policy
1.1 We hope that you are happy with any products that you order from our website (the "Site"). However, if you are unhappy with the products you have ordered through the Site (the "Products") or you change your mind, you may be able to return them to us and receive a refund.
1.2 This cancellation and returns policy (the "Cancellation and Returns Policy") sets out when and how you can return Products to us if you change your mind or if there is something wrong with them, and what we can do in response.
1.3 This Cancellation and Returns Policy forms part of the general Terms and Conditions [link], and terms defined in the Terms and Conditions have the same meanings when used here. Please read this Cancellation and Returns Policy alongside the Terms and Conditions carefully before ordering any Products.
2. CANCELLING YOUR ORDER IF YOU CHANGED YOUR MIND
2.1 You can change your mind and cancel the contract between you and us for any reason provided that you do so at any time after placing your order through our Site up to 14 calendar days from when you or a third party nominated by you (other than the carrier) has received the Products.
2.2 If your order contains several Products and those Products are delivered separately, or your order is split into several shipments, you can change your mind at any time up to 14 calendar days from when the last Product in your order or the last shipment is delivered to you or a third party nominated by you (other than the carrier).
2.3 You do not need to tell us why you are cancelling your order if you tell us that you wish to do so within the periods set out in paragraphs 2.1 or 2.2.
2.4 Please see paragraph 5 headed "How to Cancel" below for information about how to cancel and return your order.
2.5 You will not be able to change your mind and return any Products that: (a) were made to any specifications, instructions or designs submitted by you, or that have been personalised or customised for you;
(b) were sealed and which are not suitable for return for health protection or hygiene purposes, if you have unsealed them after receipt;
(c) became mixed inseparably with other items after their delivery; or
(d) you purchased in connection with your business, trade, profession or craft.
3. CANCELLING YOUR ORDER WHERE WE HAVE MADE AN ERROR OR CHANGED OUR TERMS OR THE PRODUCTS
3.1 You can also cancel your order if:
(a) we have made changes to the Products or the Terms and Conditions to which you do not agree;
(b) we have told you about an error in the price or description of the Products you have ordered and you do not wish to proceed with the order;
(c) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 calendar days;
(d) there is a risk that supply of the Products may be significantly delayed; or
(e) you have a legal right to cancel because of something we have done wrong.
3.2 If you end the agreement for one of the reasons set out in this paragraph 3, we will refund you any amounts that you have already paid to us in respect of those Products, subject to any deductions as may be permitted in paragraph 7 or that may otherwise be allowed by law.
4. CANCELLING YOUR ORDER IF WE HAVE DONE SOMETHING WRONG
4.1 If the Products are faulty, mis-described or not fit for purpose, and you either have a right to reject them and obtain a refund or we are unable (or refuse) to repair or replace the Products within a reasonable time you may be able to cancel the contract and obtain a full or partial refund (including any delivery charges and any reasonable costs you incur in returning the item to us). Please see paragraph 18 of the Terms and Conditions for more information about our responsibility to you in respect of the Products, including repairs, replacements and returns of faulty or mis-described Products, or Products that are not fit for purpose.
5. HOW TO CANCEL
5.1 If you would like to cancel your order because you have changed your mind, as set out in paragraph 2 above, please let us know by:
(a) submitting the cancellation form set out at the end of this Cancellation and Returns Policy to us by email using the using the details in the "Contacting Us" paragraph of the Terms and Conditions; or
(b) contacting us by email using the details in the "Contacting Us" paragraph of the Terms and Conditions to tell us that you would like to cancel your order.
5.2 Otherwise, if you would like to cancel your order and to end the contract with us, please let us know by emailing us using the details in the "Contacting Us" paragraph of the Terms and Conditions to tell us that you would like to cancel your order.
5.3 When you contact us to cancel your order, please provide the details of your order (such as the order number or your name and the address to which it was delivered) to help us identify it.
6. HOW TO RETURN PRODUCTS
6.1 If you cancel your order you must return any Products to us as soon as reasonably practicable and in any event within 14 calendar days of notifying us that you would like to cancel your order. We do not have to receive the returned Products from you within that time in order to process your request as long as you send them to us before the 14 day period expires.
6.2 To return your Product to us:
(a) Please use the original packaging. If you no longer have the original packaging, please use packaging that is secure and as protective of the Product as the original packaging.
(b) Please use the pre-paid shipping label that we provide to you with the Product by securely affixing the label to the outside of the packaging and posting the Product back to us. If you no longer have the pre-paid shipping label or we did not provide one, please email us using the contact details in the "Contacting Us" paragraph of the Terms and Conditions so that we can provide you with: (i) a replacement pre-paid shipping label that you can print at home; or (ii) the address to which you should return the products using your local postal or carrier service.
6.3 If you do not use the pre-paid shipping label that we provide you, we will reimburse you any reasonable direct costs you incur in returning the Products to us if you cancel the contract because:
(a) the Products are faulty, mis-described or not fit for purpose and we are unable to repair or replace them within a reasonable time;
(b) we have told you of an upcoming change to the Product or the Terms and Conditions, an error in pricing or description, or a delay in delivery due to events outside of our control; or
(c) you otherwise have a legal right to cancel your order. In all other circumstances you will be responsible for the costs of returning the Products.
6.4 Please note that we are unable to accept returns of any Products purchased through our Site to any physical stores or points of sale that we might operate.
7.1 If you are entitled to reimbursement, we may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is earlier.
7.2 We will not issue you a refund if the Product being returned does not match the Product that you ordered, or where the Product was not ordered through our Site.
7.3 If you exercise your right to cancel the contract after your Products have been delivered, you will be responsible to us for any diminished value of the Products resulting from any unfair or unreasonable wear and tear of the Products. We will consider wear and tear to be unfair or unreasonable if it results from handling the Products in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the Products (such as how you would normally handle the Products in a shop). We may make a deduction from any reimbursement you are entitled to from us for such loss in value of any Products we supply.
7.4 If you have selected any enhanced delivery methods when submitting your order, we will not refund you the difference between our standard delivery rates and the additional amount paid for any enhanced delivery method.
7.5 We will refund you through the payment method used by you to pay for your order, unless we have explicitly agreed to a different method with you. We will do this as soon as possible and in any event within 14 calendar days of when we receive the returned Products from you or you supply evidence of having sent back the Products (whichever is earlier). We will not charge any fees for the payment of the refund.
(Please use this link and follow the instructions if you want to return your order when you have changed your mind as set out under paragraph 2 of this Cancellation and Returns Policy.)