If you are a consumer in the European Union, you have a legal right to a “cooling-off” period within which you can cancel the Contract for any reason. This period begins once your Order is complete and We have sent you your Order Confirmation, i.e. when the Contract between you and Us is formed. You may also cancel for any reason before We send the Order Confirmation.
11.2. In addition, We offer a further Goodwill Guarantee which extends the legal cooling-off period within which you may change your mind, cancel, and return the Goods as detailed below.
11.2.1. If the Goods are being delivered to you in a single instalment (whether single or multiple items), the legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the Goods. Our Goodwill Guarantee extends this period to a total of 30 calendar days.
11.2.2. If the Goods are being delivered in separate instalments on separate days, the legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the final instalment of Goods. Our Goodwill Guarantee extends this period to a total of 30 calendar days.
11.3. If you wish to exercise your right to cancel under this Clause 12, you must inform Us of your decision within the cooling-off period (as extended by Our Goodwill Guarantee). You must do so in writing by emailing firstname.lastname@example.org, or by telephone on 020 3950 3021. Cancellation by email is effective from the date on which you send Us your message. Please note that the cooling-off period lasts for whole calendar days. If, for example, you send Us an email or letter by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted. If you would prefer to contact Us directly to cancel, please use the following details:
In each case, providing Us with your name, address, email address, telephone number, and Order Number.
11.4. We may ask you why you have chosen to cancel and may use any answers you provide to improve Our Goods and services, however please note that you are under no obligation to provide any details if you do not wish to.
11.5. Please note that you may lose your legal right to cancel under this Clause 12 in the following circumstances:
11.5.1. If the Goods are sealed for health or hygiene reasons and you have unsealed those Goods after receiving them;
11.5.2. If the Goods consist of sealed audio or video recordings (e.g. CD or DVD) or sealed computer software and you have unsealed the Goods after receiving them;
11.5.3. If the Goods are likely to deteriorate quickly, for example flowers or food;
11.5.4. If the Goods have been personalised or custom-made for you;
11.5.5. If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.
11.6. Please ensure that you return Goods to Us no more than 14 calendar days after the day on which you have informed Us that you wish to cancel under this Clause 12.
11.7. You may request that We collect the Goods from you. Please ensure that the Goods are ready for collection at the agreed time and location.
11.8. You may return Goods to Us by post or another suitable delivery service of your choice to Our returns address at 206 Aldermere Avenue, EN8 0FG. Please contact Us at email@example.com to arrange for a collection and return. Please note that you must bear the costs of returning Goods to Us if cancelling under this Clause 12. We will also charge you the direct cost to Us of collection if you request that We collect the Goods from you. The cost of returning Goods to Us should not normally exceed the cost of having them originally delivered to you if you use the same carrier. More details of return costs be found on Our Site in the “Returns” section.
11.9 Refunds under this Clause 12 will be issued to you within 10 working days of the following:
11.9.1. The day on which We receive the Goods back; or
11.9.2. The day on which you inform Us (supplying evidence) that you have sent the Goods back (if this is earlier than the day under sub-Clause 12.9.1); or
11.9.3. If We are collecting the Goods under sub-Clause 12.7, the day on which you inform Us that you wish to cancel the Contract; or
11.9.4. If We have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform Us that you wish to cancel the Contract.
11.10. Refunds under this Clause 12 may be subject to deductions in the following circumstances:
11.10.1. Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them (e.g. no more than would be permitted in a shop). Please note that if We issue a refund before We have received the Goods and have had a chance to inspect them, We may subsequently charge you an appropriate sum if We find that the Goods have been handled excessively.
11.10.2. If a refund is issued to you under this Clause 12, you will receive a full refund of any delivery charges (including, where relevant, premium delivery). We are required by law to reimburse standard delivery charges (or the equivalent) only. Under Our Goodwill Guarantee We will also reimburse premium delivery charges.
11.11. Refunds under this Clause 12 will be made using the same payment method that you used when ordering the Goods (unless you specifically request that We make a refund using a different method).