Consumers Only – Cancelling and Returning Goods if You Change Your Mind

  1. If you are a Consumer in the European Union, you have a legal right to a “cooling off” period within which you can cancel the Contract for any reason. This period begins once your Order is complete, and we have sent you your Order Confirmation, i.e. when the Contract between you and us is formed.

  2. If the Goods are being delivered to you in a single instalment (whether single or multiple items), the cooling-off period ends 14 calendar days after the day on which you receive the Goods.

  3. If the Goods are being delivered in separate instalments on separate days, the cooling-off period ends 14 calendar days after the day on which you receive the final instalment of Goods.

  4. If you wish to exercise your right to cancel under this clause 2, you must inform us of your decision within the cooling-off period.

  5. Cancellation by email or by post is effective from the date on which you send us your message. Please note that the cooling-off period lasts for whole calendar days. If, for example, you send us an email or letter by 23:59 on the final day of the cooling-off period, your cancellation will be valid and accepted.

  6. Please ensure that you return Goods to us no more than 14 calendar days after the day on which you have informed us that you wish to cancel under this clause 2.

  7. You may return Goods to us in person during our business hours of 9am – 2pm, or you may return them by post or another suitable delivery service of your choice to our business address provided with the Goods. Please note that you must bear the costs of returning Goods to us if cancelling under this clause 2.

  8. Refunds under this clause 2 will be issued to you within 14 calendar days of the following:

  9. The day on which we receive the Goods back; or

  10. If we have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform us that you wish to cancel the Contract.

  11. Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them. “Excessive handling” means any more handling than is reasonably required to ascertain the nature and characteristics of the Goods in question (e.g. no more than would be permitted in a shop). Please note that if we issue a refund before we have received the Goods and have not had a chance to inspect them, we may subsequently charge you an appropriate sum if we find that the Goods have been handled in a way that would otherwise entitle us to reduce your refund.

  12. Refunds under this clause 2 will be made using the same payment method that you used when ordering the Goods, unless you specifically request that we make a refund using a different method.

Business Customers Only – Cancellation

  1. No Order which has been accepted by us may be cancelled by a business Customer except with our agreement in writing on the terms that the Customer shall indemnify us in full against all loss (including loss of profit), costs (including the cost of all labour and materials used), damages, restocking, charges and expenses incurred by us as a result of such cancellation.

  2. If, on delivery, you are not satisfied with the Goods and wish to return them, you may do so only provided:
    1. you inspect the Goods on delivery. Where the Goods cannot be examined, the delivery note or such other note as appropriate shall be marked “not examined”.

    2. you inform us that you wish to return the Goods within 72 hours of delivery;

    3. the Goods remain in their original condition (as delivered);

    4. the Goods are returned at your risk, and you agree to bear the cost of delivery to us; and

    5. you indemnify us against any cost incurred by us in rectifying any deterioration of the Goods caused by incorrect storage or use while in your possession.
    6. If, on receipt, the Goods are proven by us to be damaged or defective, and you comply with clause 3.2 above, we may refund the cost of delivery at our discretion.

    7. All Goods must be returned to us under this clause 3 in their original condition, in their original, unopened packaging, accompanied by proof of purchase.

    8. Replacement of the Goods (or the defective part thereof), or any credit or refund offered at our discretion, shall be issued to you only upon the receipt of the Goods in accordance with this clause.

    9. If you require an advance replacement and we agree to this, you will be required to pay for the advance replacement up front and we will credit or refund this to you only once we receive the original Goods, provided we have confirmed the Goods were damaged or defective. The original Goods must be returned to us within 30 days. In sending an advance replacement, we are not admitting any liability for any defect or otherwise.