Refund / Cancellation Policy

Refund / Cancellation Policy

We will always do our best to resolve all issues to the satisfactioin of the customer.

You have 30 days to change your mind and return an unused, undamaged product which includes the packaging in good order.

This is our no-quibble guarantee. It goes further than the Consumer Rights Act 2015 which is shown below.

 

30-day right to reject

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. 

This right is limited to 30 days from the date you buy your product. After 30 days you will not be legally entitled to a full refund if your item develops a fault.

Repair or replace

If you are outside the 30-day right to reject, you  have to give the retailer one opportunity to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described. 

You can ask the retailer to repair or replace faulty goods but it can normally choose whichever would be cheapest or easier for it to do.

If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:

  • the cost of the repair or replacement is disproportionate to the value of the goods 
  • a repair or replacement is impossible
  • a repair or replacement would cause you significant inconvenience
  • the repair would take an unreasonably long amount of time

If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to receive a refund of up to 100% of the price you paid or to reject the goods for a full refund.

If you don't want a refund and still want your product repaired or replaced, you have the right to request the retailer makes further attempts at a repair or replacement.

The first six months

If you discover the fault within the first six months from purchase, it is presumed to have been there since the time of purchase - unless the retailer can prove otherwise.

During this time it's up to the retailer to prove that the fault wasn't there at the point of purchase - it's not up to you to prove that it was. 

If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction - if you wish to keep the product.

No deduction can be made from a refund in the first six months following an unsuccessful attempt at repair or replacement.

Six months or more

After the first six months the burden is on you to prove that the product was faulty at the time of delivery. 

In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range. 

You have six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland and five years in Scotland. 

This doesn't mean that a product has to last six years - just that you have this length of time in which to make a claim if a retailer refuses to repair or replace a faulty product.