Under regulation 32 of the Consumer Contracts Regulations consumers have extra protection when buying online. They provide consumers with a statutory right to cancel an order. Consumers are entitled to a refund, even if the goods are not defective. You, the Customer, have the Right of Withdrawal / Right to Cancel a Contract of Sale.
After submitting your order online, you have a period of time (known as the "cooling off period") during which you are entitled to cancel the contract without having to give a reason.
The cooling off period is 14 days and is calculated in calendar days. This period begins when the contract is concluded. The end of the normal cooling off period (regulation 30) depends on the type of contract. A Sales Contract with us is normally ‘one order delivered in one delivery’, for these the end of the cooling off period is 14 days after the day on which the goods came into your physical possession or a person authorised by you to take possession of the goods on your behalf.
Exercising Your Right to Cancel
In order to exercise your right to cancel, you (the consumer) must inform us (the retailer) of your decision. You must inform us of your decision before the end of the cooling off period.
You can inform us by writing a letter and sending it to us, sending us an email or using this cancellation form which we have made for you.
If you already have the goods or they have already been dispatched to you, you will have to bear the cost of returning the goods to us. The goods must be unused, undamaged as new and no seals broken or sealed packaging opened*. It is important to take the following steps before returning your item(s):
- Securely and carefully check and package your item(s), as they were originally packed.
- The item(s) must be returned in their original packaging**.
- Send using a traceable delivery service and retain the tracking number for your records***