Cancellation of / Returning Freepost & Post items
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to sales to private individuals (rather than business customers) who purchase items online by either; Auction or Buy-it-Now. The regulations specify that there is a period of 14 working days from receipt of the goods during which time the seller must be notified in writing of the buyers wish to cancel through email, fax or post. This is not the same as having 14 days free approval. You have a ‘duty of care’ for the goods and the goods must be returned to us exactly as described in the listing, in the original packaging, with all original insets, instructions etc. We reserve the right to deduct an amount from the reimbursement (or charge a consumer) if he has diminished the value of the goods by handling them beyond what is necessary (in a shop) to establish their nature, characteristics and function - Regulation 34 (9) from Consumer Contracts 2013.
Furthermore, where the customer has opted for an expedited or insured delivery service (above our basic one) then this is not refundable under the aforementioned legislation.
If an item is unwanted, & thus a return is requested, after the 14 day 'cooling off' period & where the item is supplied as ‘free post’ we will deduct a 20% restocking charge or an amount equivalent to the cost of the original postage (whichever is greater).
If you wish to return the goods under this provision and have notified us by writing or phone, the goods must be sent at the buyers own cost and received by us within 14 days. There must be no additional writing or labels (to those stated in the product listing) on the outside and the goods should be carefully taped up or rewrapped as necessary to protect the item when they are returned to us. Once returned goods have been received and checked we will issue a full refund for the item + and original basic postage costs (doesn’t include any enhanced delivery options initially selected).
Items which cannot be returned include:
- Computer software, DVDs or CDs where the product was sealed upon receipt. Items which cannot be resold for health and hygiene reasons once unwrapped (for example, body jewellery, mattresses, divans and personal grooming products)
- Printer ink cartridges which have been sold as ‘new & factory sealed’ and have been opened / partially used may be returned but you will be eligible for a deduction in line with Regulation 34 (9) from the Consumer Contracts 2013 (as described above).
Please note that in most cases you are responsible for the cost of return carriage, (unless the item is deemed faulty - see our T&Cs full details). For your own protection ensure that you are using an insured, trackable service to return the goods as we will not be responsible for loss or transit damage that is evident and reported to the carrier when the package arrives.
Any damage known to us will be described in the listing. Please refer back to the original listing before raising your concerns with us. On occasion where we advertise goods which are described as; ‘faulty’ or ‘unchecked customer returns so must be assumed faulty’ these cannot be returned under this provision.
If you believe on receipt of your item that it has a fault please first notify us within 30 days of receipt. If you have had the product for more than 30 days and it has developed a fault please contact us as soon as possible. In most cases a replacement is offered once we are satisfied that the fault does not rise from abuse or misuse of the product and a full or partial refund will only be offered in extreme cases or where the item, or a suitable replacement, is no longer in stock.
If we have requested that the item be returned to us we may ask that the item is returned to us by a specified method. In this case we will be responsible for refunding to you the cost of postage / carriage. In this instance, and for your own protection, please ensure that you are using an insured trackable service to return the goods as we will not be responsible for loss or damage occurring through transit. If the item has clearly been damaged in the return transit the item will be returned to you so that you can make a claim. Once the goods have received back they will be checked within 48 hours and if we are happy they are faulty as described by the customer then we will issue the refund + any return postage costs incurred by the customer.
We do have a returns / cancellation form available if you wish. Please call or email us to request one as it is not mandatory.
Cancellation of / Returning Collections
If you wish to return a collection item please contact us first to arrange this. The same rights and rules apply to the customer as set out above for postal purchases. The customer is responsible for the costs of returning, whether in person, or by a suitable courier of their choice.