Right Of Withdrawal

Overview

In the UK, consumers have a 14-day right of withdrawal for online, mail-order, or distance purchases, as well as for services arranged online, by phone, or by mail-order. This right applies to a variety of purchases and services, including Goods.

Consumers can examine goods as they would in a store and cancel without reason or liability. The 14-day period begins on the day the consumer receives the goods, including weekends and public holidays. However, the deadline may be postponed to the next working day if it falls on a weekend, public holiday, or Saturday.

To exercise the right of withdrawal, consumers can send an unequivocal statement, such as a letter, by post or email. If the consumer paid for the item using a Buy Now Pay Later provider, they should also notify the provider so that future payments can be stopped.

Changing Your Mind About Something You've Bought

This advice applies to England only, there may be slight differences in Northern Ireland, Scotland and Wales.

You don’t have an automatic right to get your money back if you just change your mind about something you’ve bought and there’s nothing wrong with it. It’s the same no matter how expensive the item was - it’s really down to the seller whether they offer you anything. There are certain steps you can take, depending on where you bought the item and how you paid for it.

If you think there’s a problem with the item, you might have different rights.

Online / Phone Purchase

You automatically get a 14-day ‘cooling-off period’ when you buy something you haven’t seen in person - unless it’s bespoke or made to measure.

The cooling-off period starts the day after you receive your order, and there doesn’t need to be anything wrong with the item for you to get a refund.

If you paid for standard delivery when you bought something, we will refund this along with the products purchase price. If you chose a more expensive delivery option, you'll have to pay the difference.

Some items don’t have a cooling-off period. You won’t get a cooling-off period when you buy:

*An item that was personalised or custom-made for you

*An item that has has been used and or broken

Your Cooling-off Period

You'll need to tell us that you don’t want the item within 14 days of receiving it. Once you’ve notified us, you’ve got another 14 days to actually send the item back.

Please keep a copy of all the relevant documentation and any correspondence so you’ve got proof you of enquiry and that you'd sent it.

You could also phone - but make sure you make a note of who you speak to and what was agreed. It’s a good idea to follow up with an email.

How To Return The Item

You may have to pay the cost of posting something back to us (see terms and conditions).

You don't have to return the item in its original packaging, but we'd prefer it if you did. If not please make sure it’s packaged in a way that means it doesn’t get damaged. We can refuse to pay in full if something gets damaged because it wasn’t packaged properly.

We can also ask you to pay (or reduce your refund) if you’ve reduced the value of the item, for example if you peeled the parts from the backing and reapplied or have cut the parts out from the original backing sheet (see terms and conditions for more details).

It’s a good idea to get a receipt or certificate of posting from Royal Mail etc. when you post the item - you can use this to prove that you posted the item and then both parties can track the parcels progress if required.

We will then pay you the refund within 14 days from the date we received the item.