Your legal rights: When you buy goods from a business, in law you have several rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed. In addition to your legal rights, we also allow you to return goods if you change your mind. Please return the unused goods to us with the original proof of purchase within 14 days and we will offer you an exchange or a refund.
Returning faulty goods
If the customer receives faulty goods or they do not match the description given, the customer has the same consumer rights under the Consumer Rights Act they have when buying in store.
The company will cover the cost of returning an item if the goods being returned are faulty or misdescribed.
Right to cancel
The customer’s right to cancel an order for goods starts the moment they place their order and ends 14 days from the day they receive their goods.
If the order consists of multiple goods, the 14-day period runs from when the customer receives the last of the batch.
This 14-day period is the time the customer has to decide whether to cancel, they then have a further 14 days to send the goods back.
Cancelling services
The customer has 14 days from entering into a service contract in which they can cancel it.
The company will not start providing the service before the 14-day cancellation period has ended unless the customer requested this.
If the customer requests a service starts straightaway they will still have the right to cancel, but they must pay for the value of the service that is provided up to the point of cancellation.
If the service is provided in full within 14 days, the right to cancel can be lost during the cancellation period if the service is provided in full before the 14 days elapses.
Exemptions There are some contracts where the customer will not have a right to cancel a service, i.e. where the company is carrying out urgent repairs or maintenance.
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Type of contract
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Cancellation period
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a service contract
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14 days, starting the day after the day on which the contract was made
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a sales contract (goods or goods and services) but see below
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14 days, starting the day after the day on which the goods come into the physical possession of the consumer or the person that they ask the company to deliver the goods to
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a sales contract consisting of an order for multiple goods that are delivered on different days
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14 days, starting the day after the day on which the last of the goods come into the physical possession of the consumer or the person that they ask the company to deliver the goods to
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a sales contract consisting of an order for multiple lots or pieces that are delivered on different days
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14 days, starting the day after the day on which the last of the lots or pieces come into the physical possession of the consumer or the person that they ask the company to deliver the goods to
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a sales contract for regular delivery of goods during a period of longer than one day
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14 days, starting the day after the day on which the first of the goods come into the physical possession of the consumer or the person that they ask the company to deliver the goods to
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Right to a refund
The customer will get a refund within 14 days of either the company getting the goods back, or the customer providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
A deduction can be made if the value of the goods has been reduced as a result of the customer handling the goods more than was necessary.
The extent to which the customer can handle the goods is the same as it would be if they were assessing them in a shop.
Refunding the cost of delivery
The company will refund the basic delivery cost of getting the goods to the customer in the first place if delivery was originally payed for by the customer.
If the customer is returning the goods for any other reason that the goods are faulty or misdescribed, the customer will assume the cost of returning the goods.
Exemptions
A refund cannot be offered if the product has been tailor-made or has bespoke elements.
Delivery of goods
The company is responsible for the condition of the goods until the goods are received by the customer, or by someone else they have nominated to receive them on their behalf.
There is a default delivery period of 30 days (6 weeks for PFC equipment) during which the company will deliver the goods to the customer unless a longer period has been agreed.
If the delivery is later than agreed and it was essential that it was delivered on time, then the customer has the right to cancel the purchase and get a full refund.
If the delivery is not time essential but another reasonable delivery time cannot be agreed, the customer is also within their rights to cancel the order for a full refund.
