0

Delivery / Returns

14. YOUR CONSUMER RIGHT OF RETURN AND REFUND
This clause 14 only applies if you are a consumer.
14.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 14.2. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.
14.2 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out below:

If your Contract is:

- for a single Product (which is not delivered in instalments on separate days).
Then the end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

- for either of the following: one Product which is delivered in instalments on separate days, or, multiple Products which are delivered on separate days.
Then the end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

- for the regular delivery of a Product over a set period.
Then the end date is 14 days after the day on which you receive the first delivery of the Products.
Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

14.3 To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form found on the Website. A link to the Website cancellation form will be included in our Dispatch Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation.
14.4 You can also e-mail us at the email set out on the Website. If you are e-mailing us or writing to us please include details of your order to help us to identify it including the order reference number. If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you e-mail us before 6pm GMT on that day.
14.5 If you cancel your Contract we will:
(a) refund you the price you paid for the Products on condition that the Products have not been used (including without limitation any tags being removed) and are returned to us in their original packaging. In the event that we consider in our reasonable discretion that your use or handling of the goods has reduced their value, we may reduce the amount of the refund to reflect this diminution in value. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way or otherwise used them, you must pay us an appropriate amount.
(b) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Product and we have not arranged for our shipping company to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 14.8;
(ii) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.
14.6 If you have returned the Products to us under this clause 14 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
14.7 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we will refund you in vouchers for the portion of the cost of the Products for which you used vouchers.
14.8 If a Product has been delivered to you before you decide to cancel your Contract:
(a) then you must return it to us at the returns address published on the Website without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract;
(b) unless the Product is faulty or not as described (in this case, see clause 14.6), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection.
14.9 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 14 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

15. DELIVERY
15.1 We will contact you with an estimated delivery date. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 22 for our responsibilities when this happens.
15.2 Delivery of an order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time. For the avoidance of doubt, it is your responsibility to give us the correct address for delivery and any applicable delivery instructions. We shall not be liable if we deliver to the address given by you but you fail to receive the Products for any reason.
15.3 You own the Products once we have received payment in full, including all applicable delivery charges.
This remainder of this clause 15 only applies if you are a consumer.
15.4 Time shall not be of the essence in respect of delivery of your order.