We hope you are pleased with our products, however we understand that sometimes a customer may change their mind and may wish to return an item. Andrew James takes customer satisfaction very seriously and makes every effort to be fully transparent at all times. Accordingly, we have developed a Refunds and Returns Policy to ensure that you are fully aware of your rights and our obligations to you with respect to refunds and returns
Changed your mind after placing your order?
If you change your mind before your order is dispatched, we may be able to cancel the order if you contact us immediately by phone on 0191 3778358 (please see opening hours below). Please be aware that depending on the time of your order, items could be dispatched within a matter of hours. The sooner you are able to contact us regarding a cancellation, the more likely it will be that we can prevent your from order being dispatched and issue your refund immediately.
Changed your mind after receiving your order?
You know you're in safe hands with Andrew James; our products have a 30 day money back guarantee. If you change your mind, you can return the product to us within 30 days, as long as it is unused and in its original condition (including undamaged packaging), and we will either exchange it or give you a full refund. You can choose to cancel anytime from placing your order up to the end of the 30 day period after you take possession of the goods (or in the case of a multiple order, the last part of the order). You must then send it back to us within a further 14 days, unused and with the original packaging. We aim to issue a refund by the 30th day after initial notification.
Please take reasonable care of the goods you are returning - if you fail to do so and this results in damage or deterioration, we will exercise our right to charge you for the reduction in value. Similarly, we will charge you for the reduction in value of any used goods.
Please make it clear when you cancel an order that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
In the unlikely event of something proving faulty after use, please advise us immediately so that we can issue a replacement or refund. After the 30 day period following receipt of your goods, refunds will not be issued, but we will be happy to issue spares and replacements within the item’s warranty period.
Please note that return costs are not pre-paid. Postage or other return costs will be the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. It is the customer’s responsibility to cover the return cost of unwanted goods.
Please note you MUST contact us before returning an item to us. Upon contacting us you will be given full details on the best way to return an item to us. If you do not contact us before returning an item, there is no guarantee that we will be able to process your return and issue your refund or replacement.
You can contact our returns department on 0191 3778358.
Monday 09:00 – 19:00
Tuesday 09:00 – 19:00
Wednesday 09:00 – 19:00
Thursday 09:00 – 19:00
Friday 09:00 – 19:00
Saturday 09:00 – 17:00
or email us on firstname.lastname@example.org
This cancellation policy does not affect your legal rights
Customers outside the UK, please contact us by email for returns information: email@example.com
Si votre commande a été passée en dehors du Royaume-Uni et souhaiteriez retourner votre article, veuillez contacter le service client par courriel à l’adresse suivante : firstname.lastname@example.org
Bitte kontaktieren Sie uns hinsichtlich zur Rückgabe/ Umtausch von Artikeln, sowie unserer Rückgabebedingungen und Richtlinien unter der folgenden Emailadresse: email@example.com
Most purchases from business sellers are protected by the Consumer Contract Regulations 2013 which give you the right to cancel the purchase within 14 days after the day you receive the item. Find out more about your rights as a buyer and exceptions .
See return policy and terms of service for Click & Collect