Cancellation & Return of Goods Policy.
Extracted from Sections 6, 7, 9 & 11 of our full Terms & Conditions
If you are a Trade Customer please see our separate Online Terms & Conditions for Trade Customers (Business to Business)
6. Your right to cancel.
6.1 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 state that you have the right to cancel all or part of your contract / order up to 14 calendar days after the day on which you receive your goods.
6.2 The Regulations state that the goods should be returned to us within 14 days of our receipt of your Notice of Cancellation. Any delivery charge that you paid to us will be included in your refund once we have received all the goods that you wish to return. We must process your refund within 14 days of receipt of the products, to our return address noted at point 8. Please note that the delivery charge refund will be up to the original shipped value of Royal Mail UK Signed For, 2nd class unless you qualified for free delivery.
6.3 Applicability of Cancellation rights:
All our products are sealed for your protection. Statutory rights of cancellation under the Regulations available for UK or EU consumers do not apply to certain products and services, for example; – for hygiene reasons, to any products with a seal where the seal is broken.
Please Note: In relation to point 6.3 – We cannot accept goods returned with a broken seal or that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you at your cost within 28 days of our notification.
7. Our Cancellation/Notification Procedure under the 2013 Regulations.
7.1 Cancellation following receipt of the goods – you should notify us by email as soon as possible but in accordance with the Regulations within 14 calendar days after the day on which you received the goods at email@example.com entering “Cancellation of Order” and your Order number into the subject box and call us on 07948479897 or provide a telephone number on which we may call you prior to you returning the goods.
7.2 Cancellation before dispatch of Order. If you cancel your Order before it is dispatched we will refund any sum debited by us from your credit or debit card within 14 calendar days of the date on which we receive your Notice of Cancellation
7.3 Cancellation following dispatch of Order but prior to delivery. If you cancel your contract but we advise you that we have already processed the goods for delivery, you should not unpack the goods when you receive them and you must send the goods back to us at our return address at your own cost and risk as soon as possible and in any event within 14 calendar days of the date on which we receive your Notice of Cancellation.
7.4 Return of goods. Please await our call to confirm return authorisation before you return any cancelled item(s).
7.5 You must take good care of the goods that you wish to cancel. Products should be returned in or with their original packaging to our return address at point 8 or collection arrangements made, promptly at your cost and risk and in any event within 14 days of the date on which we receive your Notice of Cancellation.
7.6 Delivery Note / Notice of Cancellation / Return Form. Please place the completed Notice of Cancellation Form** in the return package. **If you do not wish to complete this Form you can communicate the Cancellation of your Order by making a clear Statement of the reason(s) for cancellation in your email to us.
7.7 Damage prevention when returning products: If you choose to return any products to us, please ensure that items for return are packed with sufficient care to ensure damage does not occur in transit. We will not accept responsibility for damage to returned items caused by insufficient packaging or for any loss or damage to them in transit. If returned products are lost or damaged in transit, we reserve the right to charge you or not to refund any amounts attributable to such loss or damage. For this reason, we recommend that you use a postal service that provides proof of posting and delivery such as “Royal Mail UK Signed For” so that you may if necessary, claim compensation for any loss or damage to the goods.
7.8 This cancellation policy is only applicable to purchases made online from this website, we are unable to process returns for purchases made within a retail location.
8. Address for return of goods – Also included on the Delivery Note / Return Form as a tear off slip
The Post Office
Old Whittington Rd
9. Cancellation Refunds.
9.1 For hygiene reasons we will not accept the return of any products where the seal is broken or that we reasonably believe have been used as noted in points 1.6 & 6.3
9.2 Once you have notified us that you are cancelling your contract and we have received the goods back at your cost, unused, with seals intact and in or with their original undamaged packaging we will refund any sum debited by us from your credit or debit card within 14 calendar days. The delivery charge refund will be up to the original shipped value of Royal Mail UK Signed For, 2nd class unless you qualified for free delivery.
9.3 We may make a deduction from your refund for any loss in the value of the goods supplied if the loss results from unnecessary handling by you, for example breaking seals, using the goods prior to cancellation.
10. Cancellation by us. We reserve the right not to process your order if:
10.1 We have insufficient stock to deliver the goods you have ordered;
10.2 We do not deliver to your area; or
10.3 One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
10.4 If we do not process your order for the above reasons, we will notify you by email and re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
11. If there is a problem with the goods.
11.1 You should, without delay, check all products you receive against your order.
If you have any questions or concerns about the goods please contact us without delay at firstname.lastname@example.org and / or call us on 07948479897 or provide a telephone number on which we may call you
11.2 We are under a legal duty to supply goods that are in conformity with this contract and in accordance with the Consumer Rights Act 2015 (the Act).
11.3 If you wish to exercise your legal rights to reject goods which do not conform with the Act in circumstances such as;-
11.3.1 Faulty or Damaged Goods: Goods damaged in transit
11.3.2 Incorrectly Supplied Products: – wrong item(s) were shipped
11.3.3 Incorrectly described goods – goods do not match the product description.
Please note;- All our products are sealed for consumer protection. For hygiene reasons we will not accept the return of any products due to wrong colour ordering, incorrect goods or incorrectly described goods where the seal is broken or that we reasonably believe have been used as noted in points 1.6, 6.3 & 9.1
11.3.4 If you wish to return goods you must email us at email@example.com entering “Product Return” and your Order no. in the subject box detailing the reason for return and call us on 07948479897 or provide a telephone number on which we may call you. For goods damaged in transit please attach a photograph(s) of the damage to your email so that we may pursue with our shipping provider.
11.3.5 Return of goods.
Please await our telephone authorisation before you return any item(s) in this category 11. Goods must then be returned without delay.
11.3.6 You must take good care of the goods that you wish to return. Products should be returned in or with their original packaging to our specified return address noted at point 8 or collection arrangements made promptly (if they are not suitable for posting) you must allow us to collect them from you. We will refund the cost of postage or collection up to the original shipped value of Royal Mail UK Signed For, 2nd class.
11.3.7 Delivery Note / Notice of Cancellation / Return Form
Please place the completed Return Form** in the return package. **If you do not wish to complete this Form you can communicate the reason(s) for the return of your Order by making a clear Statement of the reason(s) in your email to us.
11.3.8 Damage prevention when returning products. Please see Section 7.7
11.3.9 Replacement product – In the case of faulty, damaged or incorrectly supplied goods, we may offer you a replacement product.
11.3.10 Refunds will be made to the debit/credit card account you provided when you placed your order and will be subject to our right to withhold amounts for products which are lost or damaged on return or for which we arrange collection, as outlined above.
12. Complaints procedure. In the unlikely event that we are unable to resolve any concerns that you may have raised in relation to our products / services you may wish to access our Internal Complaints Procedure. If so, please email firstname.lastname@example.org entering “Complaint” and your Order number in the subject heading. We will then provide you with a copy of our Internal Complaints Procedure which sets out how you may submit your complaint and how we will respond including timescales.
Alternative Dispute Regulations 2015 (ADR). In the unlikely event that we are unable to resolve a complaint with you directly, and you have exhausted our internal complaints procedure and remain dissatisfied with our response you have the right to refer the dispute for ADR. ADR is a process whereby an independent body considers the facts of a dispute and seeks to resolve it without the need to involve the Court. The Regulations require all traders to signpost their consumers to a government authorised consumer redress scheme.
Cosmetic Redress Scheme. We are members of the Cosmetic Redress Scheme, a specialist scheme for the cosmetic market authorised by the Chartered Trading Standards Institute to offer ADR. As Members we are committed to complying with our consumer law responsibilities and will deal with any complaints in a prompt and professional manner.
If you decide to use this service please refer to https://www.cosmeticredress.co.uk email: email@example.com Tel 0345 362 3123. Please provide our email address firstname.lastname@example.org to Cosmetic Redress Scheme. Our Membership No: is CRS000675. Cosmetic Redress Scheme will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.
These Terms and Conditions are not intended to be a full statement of your Consumer Rights. Full details of your rights are available in the UK via https://www.citizensadvice.org.uk.
Updated 1st June 2018