Cancellations, Returns and Refunds Policy
As a UK based distance seller, we The Retailer comply with the Distance Selling Regulation 2000 and the Consumer Contracts Regulations 2014 which relate directly to safe online shopping and consumer rights.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
You, The Customer, have an automatic cooling off period in which you can cancel an order. This starts as soon as you place the order and ends 14 days from the day you receive the items. You must inform us, The Retailer, if you wish to return any items during this 14 day period, then you have a further 14 days to send the goods back.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Health & personal care items (bamboo toothbrushes) are exempt from being returned.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
If you return items, we the retailer will refund the cost of the items plus any basic delivery charges that were made at the time of purchase. If you paid extra for express delivery, you will only be refunded the basic delivery charge. You, The Customer will cover the costs you incur in returning the items.
To complete your return, we require a receipt or proof of purchase. Please also obtain proof of postage when you send the item back - we cannot apply for compensation and therefore accept any liability for items that do not arrive back with us unless you have obtained proof of postage.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org to check the item you with to exchange it for is in stock and we will give you instructions of where to send the original item back to. You, the customer, will be responsible for any costs incurred in sending back the original item.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please also obtain proof of postage when you send the item back - we cannot apply for compensation and therefore accept any liability for items that do not arrive back with us unless you have obtained proof of postage.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.