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We have a history of happy online customers, but should you want to return any item to us for any reason, it should be done within 28 days or 14 days if it's a sale item. This does not affect your statutory rights in relation to returning faulty products and the process with regards faulty products is set out below.
Refunds and exchanges couldn't be easier. Just return your goods to us, and we'll start putting everything in hand the moment they arrive. You can even return them free of charge if you're a UK customer. Full details and international details are below. If you have any other questions or queries don't hesitate to get in touch with our Customer Care team on 0800 622 6030 or firstname.lastname@example.org
Where a return has been made (and is in the appropriate condition, as described below), We will refund or replace your return as promptly as possible upon our receipt of the returned goods (any refunds will be reimbursed, via the same method as payment, within 14 days of us receiving your return).
You are entitled to cancel your order if you wish providing you act within 14 calendar days of receipt of the goods.
If you wish to exercise this right prior to despatch of goods please email email@example.com or call 0800 622 6030. If your order has already been despatched, you can cancel by emailing firstname.lastname@example.org, calling 0800 622 6030 or writing to Customer Care by post to Imperial works, Block B Perren St, London, NW5 3ED. If you wish to write or email you may do so by using our model cancellation form. Please follow our Return Policy and send the order back in relevant condition and in its original packaging.
Please note your right to return products does not apply on customised items (those made to your specifications), these may only be returned if they are faulty. For faulty customised products, please see the 'Faulty Returns' section of our Returns Policy above.
Once we have received notification that you are cancelling your contract, we will reimburse to you (by the method used to pay for the original transaction) the value of the cancelled product provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. The value of the refund will be reimbursed to you as soon as possible and in any event within 14 days of receiving the goods back or on receipt of a proof of posting. The refunded value shall include the cost of original delivery (except for the supplementary costs arising if you chose a type of delivery other than our standard and least expensive method of delivery). However, you will be responsible for the cost of returning the product(s) to us (at the address listed below) and, as such, in the event that you use our free returns process we will deduct the value of the return from your refund amount.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is a result of unnecessary handling by you. We will make the re-imbursement no later than 14 days after the day we receive back from you any goods supplied.
If you do not return the goods delivered to you, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.