By law, consumers in the European Union have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered. For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, you are protected by the Consumer Contracts Regulations of 2014.
More information about this can be found here: http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations
Customised goods specifically made to order
All goods which can be purchased directly from this website are covered by the statutory right to cancellation within fourteen working days, with the exception of bespoke custom items (including but not limited to custom printed tablecloths) or items which have been made to order which have been made to your specification.
Exceptions from 28 Day Returns Policy - customised goods
Both the statutory fourteen day cancellation period, and 28 Day Returns Policy does not apply to goods specially made to order, customised or personalised to your requirements, unless the goods are defective or have been damaged in transit (see below).
We must be made aware of items that are received in faulty condition within 48 hours from receipt of goods.
Items dispatched and received over 6 months previously will not be eligible for returns/refunds or replacements under any circumstances.
Business to Business transactions are exempt from the Consumer Contracts Regulations.
If your goods are defective or have been damaged in transit, please contact us at firstname.lastname@example.org or telephone 01925 262529 to arrange a return, replacement or refund, using the steps below as guidance.
To cancel an order or return any products to us, please:
When returning items you are strongly recommended to obtain proof of posting and keep it safe. We cannot accept responsibility for returned goods lost or damaged in transit – it is your responsibility to take reasonable care of the goods.
Please note that you will be responsible for the costs of returning the items to us. However, if we delivered the item to you in error, or if the item is damaged or defective and cannot be repaired, we will refund your whole purchase price, including postage costs, up to a maximum of £15.
When an order has been paid for in advance by card using World Pay through the checkout process on this website a charge will be levied by WorldPay to process your payment. In most cases your refund will be sent to you minus this fee and an administration charge. This fee is currently set to 15% minimum depending on the type of card used to place your order.
Certain business cards incur much higher fees and this may be an additional deduction. For example if you change your mind about a product you have ordered.
If in doubt, please get in touch before placing your order online as this cannot be changed once the payment has been sent to World Pay.
We will notify you by email when your returns have been processed and, as applicable, when your refund has been made or replacement goods despatched.
How Refunds are Calculated
Items returned because they are faulty or incorrect
If you are returning an item because it is faulty or because of an error on our part, we will refund the price paid for the goods, the delivery charges incurred in sending the item to you and pay your costs of returning it to us up to a maximum of £15.00.
Non customised items returned within the statutory 14-day cooling off period
Where you are cancelling your purchase within the statutory 14 working day cooling-off period, and there has been no error on our part, we will refund the purchase price minus 20% restocking fee for that item.
We will not refund the delivery cost of sending the item to you, or the cost of returning the item to us. The item in question must be returned to us in new and un-used condition and must not be customised or personalised in anyway.