Exception to the cancellation policy;
Digital Patterns
In the case of digital patterns the right to cancel expires once the file has been downloaded.
Personalised goods
Goods which are personalised for the the buyer are not eligible for returns, except where there is a fault with the product.
Cancelling Your Contract
If you are a EU or UK customer, after receiving the Order Confirmation you have a statutory right under the Consumer Contract Regulations to cancel any order for Goods at any time prior receiving the Goods or up until fourteen days after receiving them without giving any reason. If your Goods are delivered in instalments, the cancellation period will be fourteen days after receiving the last of the Goods.
To exercise this statutory right to cancel and return the Goods, you must inform us of your decision to cancel no later than 14 days of receiving the goods. The goods must be returned to us no later than 14 days from date you informed us of your intent to cancel. You will be responsible for the direct cost of returning the Goods. We will provide a full refund on the price paid for the Goods and the original delivery charge (except for any supplementary costs arising if you chose a more expensive type of delivery to our standard service) without undue delay and not later than:
- fourteen days after the day we receive the Goods back from you, or
or
- if there were no Goods supplied, fourteen days after the Notification of Cancellation,
All Goods which are returned by you to us must be returned with appropriate packaging and the original invoice. Since you are liable for damage to Goods due to insufficient packaging by you, provided that we may make a deduction from the refund for the loss in value of any Goods if caused by unnecessary or excessive handling by you.
Returns and Refunds
If you receive damaged goods, please retain all relevant documentation . Please contact us immediately so we can rectify the situation for you. Goods must be returned in original packaging, and you must notify us by email, post or telephone, within 48 hours of receipt of the goods. Our customers are very important to us. We always aim to provide the highest level of customer service. If something appears to be wrong please contact us at [email protected]
Upon receiving your notification, we will contact you providing all relevant instructions. You must then immediately return the Goods to us. Your refund will be paid on safe arrival of the Goods at our premises.
All Goods which are returned by you to us must be returned with appropriate packaging and the original invoice. Since you are liable for damage to Goods due to insufficient packaging by you, the best option is to return them with the original packaging as supplied by us. The Goods must be in an unused condition (except only in the case of Goods which have been discovered upon use to be faulty) to ensure part or full refund in respect of such Goods. Kits may be returned only as a whole kit, we are unable to accept the return of part kits. You should retain a certificate of posting as proof of your return.
Your parcel is your responsibility until it reaches us, so we recommend using Registered Post. We cannot accept responsibility for parcels that get lost on the way to us.
In the case of faulty Goods, please ensure there is a copy of the postal cost receipt returned with the faulty item(s) so that we can reimburse this amount. Please do not return by courier as we will not accept full courier charges.
In the case of a valid claim for faulty, defective or wrongly delivered Goods, we will refund to you the Order Price (or in the case of an order containing multiple items, the relative proportion of the Order Price) within 30 days.
Your Concerns
Contact us any time if you have any concerns. If you have any comments or concerns related to your purchase of any Goods from us, please contact [email protected]
