Your Rights to cancel if you are a Consumer (Personal/Non Business)

As a consumer for most products bought online you have a legal right to change your mind and receive a refund. However, the right of consumers to change their mind does not apply in respect of:


  • Products which are ‘bespoke’ i.e. designed and manufactured to your specific requirements such that we could not resell them to anyone other than you;  


Personalised/Bespoke Order

If you have ordered a personalised item, as detailed above, there is no automatic right to cancel or eligibility for a refund. However, if you are unhappy or feel that you wish to cancel or return your order, please contact us and we will look into it. Please note each order will be managed on an individual basis. Where possible we will try to accommodate your request, but this is not guaranteed and there is no obligation for us to process a refund unless the item or order is defective or faulty. 


If you are entitled to a refund under these terms, we will refund you the price you paid for the products via the method you used for payment. However, we may make deductions from the price, as described below. 


We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. 


If the products are goods, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.


Rejecting Defective Products if you are a Consumer (Personal/Non Business)

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. If you wish to exercise your legal rights to reject goods because they are defective, you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. 



Last update 23/10/2020 15:24

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