Right to Cancel
You have the unconditional right to cancel your order any time up to 14 days from the day you received the ordered goods.
How to Cancel Your Order
In all instances before any cancellations or returns are made you must contact us by email on firstname.lastname@example.org or phone 01256 851166 to inform us of your intention to cancel an order or return an item.
If you wish to cancel your order you must complete and submit our Returns Form if requested to do so by us. We can send you a link to complete it online or if necessary we can post you a copy. The form must be completed and returned to us before any order can be cancelled.
Cancelling your Order Prior to Despatch
If you cancel your order before we have processed the goods for delivery or despatched them to you, will refund you the full cost of your order within 7 working day.
If we have made a Special Order for you this means we have ordered in a non-stock item on your behalf. Please be aware that should you then cancel that order once it has been placed with the supplier we will be unable to offer you a refund. This does not affect your Statutory Rights.
Returning Products to us after Cancelling your Order
If you cancel your order but we have already despatched or processed the goods for delivery you must wait until they arrive before contacting us to arrange for their return. Do NOT unpack the goods when they are received by you. You must send the goods back to us at the address specified by us, at your own cost and risk as soon as possible. We will send you a Returns Form to complete and this must be attached securely to the packaging.
Alternatively, you can return them to us in person along with our completed Returns Form. If we delivered the goods to you then you must allow us to collect them. We will send you a Returns Form to complete and include in the packaging.
You will have 14 days in which to return the goods to us if they have already been delivered. We will refund you within 14 days of receiving the returned goods.
If you have already received the goods before you cancel your order then you must send the goods back unused and in their original packaging to the address specified by us, at your own cost and risk. Alternatively, you can return them to us in person along with our completed Returns Form. If we delivered the goods to you then you must allow us to collect them and there may be a charge for this. We will send you a Returns Form to complete and include in the packaging.
Any items sent back WITHOUT a Returns Form will not be accepted as a legitimate return.
We regret that delivery charges where applicable are non-refundable. If you do not return the goods or do not pay the cost of return delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
Once you have notified us that you are cancelling your order, any sum deducted by us for the products from your payment card, will be re-credited to your account as soon as possible provided that the goods in question are returned by you in the condition they were in when delivered to you, and within fourteen days of notifying us of the return.
If delivery of your order has not been made within 30 days, you also have the right to cancel unless we have previously agreed a longer delivery period with you.
Please note if you have unpacked and used the goods then we consider this a Return and NOT a Cancellation. Please see our Returns Policy document.