In accordance with your statutory rights as a consumer, claims for refunds, replacements or repairs will be offered, provided proof of purchase is produced, as applicable if goods are found to:
- Not be of satisfactory quality
- Not be fit for the purpose for which they were sold
- Not correspond with their description
- Not correspond with a sample on display , and/or
- Be sold without good title
The cost of returning goods under the rights above will be borne by us if any of these situations is found to apply. No refunds can be made until the goods have been returned and assessed.
Goods returned to us as faulty which are found not to be faulty will incur a handling charge and return postage costs.
In addition, under the Distance Selling Regulations 2000, when you buy goods over the internet (or other distance medium) you have the right to cancel your contract at any time up to 7 working days after the receipt. You must notify us of your intention to cancel the contract under these provisions, within the cancellation period and preferably in writing. You must take reasonable care of the goods whilst in your possession, and they must be returned promptly and as far as is practicable in their original condition and packaging. You are entitled to remove the goods from their packaging for reasonable examination but you may be liable for any loss of value resulting from any damage or alteration to the goods or packaging caused whilst in your possession.
Goods supplied in kit form must be returned with all component bags unopened. If the kit has been started or any of the component bags have been opened we are unable to make a refund as we can not check that all parts are present.
The cost of returning goods under these provisions is to be borne by you and we strongly advise you to return goods valued at under £39.00 (The Post Office's standard compensation) by Recorded Delivery and retain the proof of posting. For higher value items we advise that you insure the goods for their full value during return transit.
Please note that certain goods are exempt from the cancellation rights detailed above, such as goods made specifically to order and perishable goods. Items such as magazines, catalogues and CD/DVDs are also excluded.
We ask that you examine all goods delivered as soon as reasonably practicable after delivery and notify us of any problem with the goods as soon as possible.
We will have a claim against our Couriers for any items they damage in transit to you and therefore we request that you keep all packaging with the goods in order to ensure such a claim is not invalidated. The Courier will require a signature on delivery, and the package should be examined for signs of external damage at that point and the Courier advised on the delivery sheet. Items despatched by Courier should arrive within 4 days. All claims for non delivery of Courier despatched parcels must be notified promptly so the Courier can investigate. You will normally be sent a tracking number for courier delivered items.
Goods sent by First Class Royal mail can take up to 5 days to arrive. Goods sent by Second class mail can take up to 10 days to arrive. Goods sent overseas including Northern Ireland may take longer. Postmen sometimes leave parcels with a neighbour, or in an outbuilding or at the rear of the property or even in a dust bin. Parcels too large to go through the letter box may be returned to the local sorting office (and the Postman does not always leave a card). Please check with your local sorting office first before contacting us about a non delivery.
The above statements are not intended to be a full indication of all your rights as a consumer. Details of your rights when buying goods over the internet, and otherwise, are available from your local Trading Standards Dept and/or Consumer Direct.