Cancellations & Returns Policy
LAST UPDATED: 21 JULY 2022
1.1 We hope that you are happy with any products that you order from our website (the "Site"). However, if you are unhappy with the products you have ordered through the Site (the "Products") or you change your mind, you may be able to return them to us and receive a refund.
1.2 This cancellation and returns policy (the "Cancellation and Returns Policy") sets out when and how you can return Products to us if you change your mind or if there is something wrong with them, and what we can do in response.
1.3 This Cancellation and Returns Policy forms part of the general Terms and Conditions, and terms defined in the Terms and Conditions have the same meanings when used here. Please read this Returns Policy alongside the Terms and Conditions carefully before ordering any Products.
2. RIGHT OF WITHDRAWAL
2.1 You can change your mind and cancel the contract between you and us for any reason provided that you do so at any time after placing your order through our Site up to 14 calendar days from when you or a third party nominated by you (other than the carrier) has received the Products.
2.2 If your order contains several Products and those Products are delivered separately, or your order is split into several shipments, you can change your mind at any time up to 14 calendar days from when the last Product in your order or the last shipment is delivered to you or a third party nominated by you (other than the carrier).
2.3 You do not need to tell us why you are cancelling your order if you tell us that you wish to do so within the periods set out in paragraphs 2.1 or 2.2.
2.4 Please see paragraph 3 headed "How to Cancel" below for information about how to cancel and return your order.
2.5 You will not be able to change your mind and return any Products that:
(a) were made to any specifications, instructions or designs submitted by you, or that have been personalised or customised for you;
(b) were sealed and which are not suitable for return for health protection or hygiene purposes, if you have unsealed them after receipt;
(c) became mixed inseparably with other items after their delivery; or
(d) you purchased in connection with your business, trade, profession or craft (i.e. if you are not operating as a consumer or user under the definition provided in the Spanish law).
3. HOW TO CANCEL
3.1 If you would like to cancel your order please let us know by:
(a) submitting the information in the cancellation form set out at the end of this Returns Policy to us by email on email@example.com; or
(b) contacting us by the email on firstname.lastname@example.org to tell us that you would like to cancel your order.
4. HOW TO RETURN PRODUCTS
4.1 If you cancel your order in exercise of your right of withdrawal or any other right granted to you by law or under the Terms and Conditions, you must return any Products to us as soon as reasonably practicable and in any event within 31 calendar days of notifying us that you would like to cancel your order. We do not have to receive the returned Products from you within that time in order to process your request as long as you send them to us before the 31-day period expires.
4.2 To return your Product to us:
(a) Please use the original packaging. If you no longer have the original packaging, please use packaging that is secure and as protective of the Products being returned to us as the original packaging. We also recommend you use packaging that does not incur additional shipping costs, especially if we have provided you with a pre-paid shipping label.
(b) Please email us on email@example.com so that we can provide you with the address to which you should return the products using your local postal or carrier service.
4.3 We will provide you with a pre-paid shipping label in the event:
(a) the Products are faulty, mis-described or not fit for purpose and we are unable to repair or replace them within a reasonable time;
(a)(b) you are exercising your right of withdrawal in accordance with paragraph 3 above; or
(b)(c) we have told you of an upcoming change to the Product or the Terms and Conditions.
In all other circumstances you will be responsible for the costs of returning the Products.
4.4 Please note that we are unable to accept returns of any Products purchased through our Site to any physical stores, events, or points of sale that we might operate.
5.1 If you are entitled to reimbursement, we may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is earlier.
5.2 We will not issue you a refund if the Product being returned does not match the Product that you ordered, or where the Product was not ordered through our Site. In such cases, such Product would be returned to you and you could be charged for the corresponding the delivery cost.
5.3 If you exercise your right to cancel the contract after your Products have been delivered, you will be responsible to us for any diminished value of the Products resulting from any unfair or unreasonable wear and tear of the Products. We will consider wear and tear to be unfair or unreasonable if it results from handling the Products in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the Products (such as how you would normally handle the Products in a shop). We may make a deduction from any reimbursement you are entitled to from us for such loss in value of any Products we supply.
5.4 If you have selected any enhanced delivery methods when submitting your order, we will not refund you the difference between our standard delivery rates and the additional amount paid for any enhanced delivery method if we have agreed to pay the return shipping by providing a prepaid shipping label.
5.5 We will refund you through the payment method used by you to pay for your order, unless we have explicitly agreed to a different method with you. We will do this as soon as possible and in any event within 14 calendar days of when we receive the returned Products from you or you supply evidence of having sent back the Products (whichever is earlier). We will not charge any fees for the payment of the refund.
5.6 In exercise of the withdrawal right, you may ask to exchange the Products rather than receive a refund, for example if you have accidentally ordered the wrong size. We will communicate with you regarding the return of any Products, the process for the exchange, and the expected delivery of any replacement Products.
(Please complete this form and send it to us if you want to cancel your order when you have changed your mind as set out under paragraph 2 of this Cancellation and Returns Policy.)
I would like to cancel the following order:
|Your Billing Address:|
|Your Shipping Address:|
|Your Phone Number:|
|Your Email Address:|
|Reason for Return:|
I will return the products identified above within 31 days of the date I submit this form according to the instructions provided by Customer Support.