Cancellations and Refunds
You may cancel your order at any point prior to us posting your order for a full refund. We will refund the money you have paid from your credit card minus the small admin fee of £5.00 to cover the cost that we incurred from World Pay for processing your order.
Returning faulty goods
If there is a problem with your order, please visit our Returns page within 7 days of receipt. Please fill in all the required fields and state the nature of the problem and we will advise on returning your goods to us.
Distance Selling Regulations
The 'Distance Selling Regulations' give you the right to change your mind and cancel an order within seven working days. If you do decide to cancel, you should put this in writing, either by letter (a proof of postage certificate or even recorded delivery would be wise), or you can fax or email. A telephone call is not sufficient, unless both you and the trader agree otherwise. It is important that you have proof that a cancellation notice was both sent and received by the trader. The time limits are as follows:
- goods - seven working days after the day on which the goods are received
- services - seven working days after the day on which you agree to go ahead with the agreement
If a trader fails to provide you with the required information about your right to cancel and return the goods at the time of sale, but does so within three months, the cooling-off period may be extended for seven working days after the information is received. You should take advice on this.
Similarly, if a trader fails to provide you with the required information about your right to cancel a service when agreeing the contract, but does so within three months, the cooling-off period may be extended for seven working days after the information is received. If you agree that the service contract can start before the expiry of seven working days, the trader must give you the required information before the service is performed. If the service has already commenced, the cancellation period ends seven working days from the day after the day you receive the information. If the service has already been performed, the cancellation period ends on the day of performance.
You must take care of goods whilst they are in your possession and, if you are returning them, you should take reasonable care to ensure that the trader receives them and that they are not damaged in transit. If the goods are not adequately packaged, are incorrectly addressed or do not carry the correct postage, and become damaged as a result, the trader may have a claim against you. If the contract allows for it, you could make the goods available for collection. The trader may charge you for the cost of collecting the goods, or you may have to pay the return postage yourself, unless the goods were faulty in the first place. You should check the terms and conditions of your contract to confirm this.
If you decide to return the goods within these time limits, you are entitled to expect your money to be refunded within 30 days. Also, if the trader has arranged a credit or hire purchase agreement for you, this should be cancelled automatically, and any deposits paid should be returned to you.
If you have given goods in part exchange, upon cancellation the trader has ten days to return them to you in much the same condition as they were given. If the trader fails to do so, he will have to pay you the agreed value, or a reasonable sum if there was no pre-contract agreement on value.
Exceptions to the right to cancel:
If you have agreed that the service will start before the end of the seven working days cooling-off period, you will not be entitled to cancel once the service has started. Remember, the trader must tell you this in writing, otherwise you will be able to cancel. (Important: You may have other statutory cooling-off periods, depending on how the trader approached you - under the Consumer Credit Act 1974 or the Cancellation of Contracts made in a Consumer's Home or Place of Work etc. Regulations 2008 for example.) You should take advice on this.
The following are non-cancellable sales:
- goods made to your personal requirements or specifications (e.g. specially made furniture)
- goods which might deteriorate quickly, such as flowers or fresh food
- sealed audio or video recordings, or computer software, which have been opened
- betting, gaming or lottery services
- newspapers, periodicals or magazines
- the supply of goods or services where the price depends on financial market fluctuations out of the control of the trader
Remember, you may still have the right to a refund on faulty goods or poor service under the Sale of Goods Act 1979 (as amended) or the Sale and Supply of Goods to Consumer Regulations 2002.