Faulty, Damaged or Incorrect Goods
By law, we must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information we have provided, and that match any samples that you have seen or examined (unless we have made you aware of any differences). If the Goods you have purchased does not comply and, for example, is damaged when you receive it, please contact us as soon as reasonably possible to inform us of the fault, damage or error, take a photograph of the damage, send to email@example.com and arrange for the following remedy/remedies:
Beginning on the day that you receive the Goods (and ownership of them) you have a 30 calendar day right to reject the Goods and to receive a full refund if they do not conform as stated above. In this case you must return the Goods as you found it and we will reimburse Delivery costs should we agree to be at fault.
If you do not wish to reject the Goods, or if the 30 calendar day rejection period has expired, you may request a replacement. We will bear any associated costs and will provide the replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a replacement is impossible or otherwise disproportionate, we may instead offer you a full refund. If you request a replacement during the 30 calendar day rejection period, that period will be suspended while we provide the replacement and will resume on the day that you receive the replacement. If less than 7 calendar days remain out of the original period, it will be extended to 7 calendar days.
If, after replacement, the Goods still does not conform (or if we have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or to reject it in exchange for a refund.
To return the Goods to us for any reason, please contact us to arrange for the return. We will be fully responsible for the costs of returning Goods and will reimburse you where appropriate.
Refunds will be issued within 14 calendar days of the day on which we agree that you are entitled to the refund.
Any and all refunds will include all delivery costs paid by you when the Goods were originally purchased and will be made using the same payment method that you used when ordering the Goods, unless you specifically request that we make a refund using a different method.
Cancelling and Returning Goods if You Change Your Mind
If you are a Consumer in the European Union, you have a legal right to a “cooling-off” period within which you can cancel the Contract for any reason. This period begins once your Order is complete and we have sent you your Order Confirmation, i.e. when the Contract between you and us is formed. You may also cancel for any reason before we send the Order Confirmation.
The legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the Goods.
If you wish to exercise your right to cancel, you must inform us of your decision within the cooling-off period. You may do so in any way you wish, however for your convenience we offer a cancellation form on our Website and will include a link to it with the Order Confirmation. Cancellation by email is effective from the date on which you send us your message. Please note that the cooling-off period lasts for 14 whole calendar days. If, for example, you send us an email or letter by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted. If you would prefer to contact us directly to cancel, please use the contact form available on our Website.
Please note that you may lose your legal right to cancel if you have unsealed the Goods or any of the items in it after receiving it.
Please ensure that you return the Goods to us no more than 14 calendar days after the day on which you informed us of your wish to cancel under this clause 9.
You may return the Goods to us by post or another suitable delivery service of your choice.
Please contact us to obtain details of the returns address. Please note that you must bear the costs of returning the Goods to us if cancelling under this clause 9. We will reimburse standard delivery charges in full as part of your refund. However, we cannot reimburse for premium delivery.
Refunds will be issued to you within 14 calendar days from:
the day on which we receive the Goods back; or
the day on which you inform us (supplying evidence) that you have sent the Goods back;
if we have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform us that you wish to cancel the Contract.
Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them (e.g. no more than would be permitted in a shop). Please note that if we issue a refund before we have received the Goods and have had a chance to inspect them, we may subsequently charge you an appropriate sum if we find that the Goods have been handled excessively.
Refunds will be made using the same payment method that you used when ordering the Goods.
Cancellations by Us
We may cancel your Order at any time before we despatch the Goods to you, if the Goods is no longer in stock and we are unable to re-stock for a period of 14 days; or If an event outside of our control occurs (please see clause 12 for events outside of our control).
If we cancel your Order and you have already paid under clause 5, the payment will be refunded to you within 14 days. If we cancel your Order, the cancellation will be confirmed by us in writing.
We will be responsible for any foreseeable loss or damage that you may suffer as a result of our breach of these Terms and Conditions or as a result of our negligence or breach of contract. Loss or damage is foreseeable if it is an obvious consequence of our breach or negligence or if it is contemplated by you and us when the Contract is created. We will not be responsible for any loss or damage that is not foreseeable.
Under no circumstances will we be liable to you for any loss of profit, loss of business, interruption to business or for any loss of business opportunity whatsoever.
We provide advice and guidance on our Website and in our literature available for download from the Website. Nothing in this information is intended to provide medical advice. It is intended for informational purposes only and is not a substitute for professional medical advice, diagnosis or treatment.
Nothing in these Terms and Conditions seeks to exclude or limit our liability for death or personal injury caused by our negligence (including that of our employees or sub-contractors); or for fraud or fraudulent misrepresentation.
Nothing in these Terms and Conditions seeks to exclude or limit any of your rights as a Consumer. More information on your rights as a Consumer can be obtained from your local Citizens’ Advice Bureau or Trading Standards Office.
Events Outside of Our Control (Force Majeure): We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: failure of any sub-contractor, power failure, internet service provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, subsidence, acts of terrorism or war, governmental action, epidemic or other natural disaster, or any other event that is beyond our control.
Communication, Complaints and Feedback
If you wish to contact us in writing, please use the contact form on our Website or email firstname.lastname@example.org.
We always welcome feedback from our customers and, whilst we always use all reasonable endeavours to ensure that your experience as a customer of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint. If you wish to complain about any aspect of your dealings with us, please contact us in writing so we can investigate.