The following clauses are taken from our full Terms & Conditions.
5. CANCELLATIONS AND RETURNS
5.1 Except in relation to the products specified in the next paragraph, you may cancel your order (or any part of it) at any stage before the products are delivered to you, and up to 14 days afterwards. You may do so either by notifying us (see How to contact us), giving us your full name, address and order reference or, alternatively, by returning the products, in accordance with the provisions below (see clause 5.4). You do not need to give any reason for cancelling your order, but a brief explanation will help us improve the service we offer to customers in the future.
5.2 You may not cancel your order if:
5.2.1 You have taken any audio and/or visual recordings or computer software out of the sealed packaging in which they were delivered to you;
5.2.2 The products consist of perishable items, such as live willow products; or
5.2.3 The products have been customised or made to your own specifications unless such products were damaged or faulty when delivered to you or have been incorrectly delivered.
5.3 If you cancel your order, any sum debited by us from your credit/debit card will be refunded in full – subject to clause 5.5
5.4 Where you decide to cancel an order after we have dispatched the products, you will be under a duty to return them to us, at your own risk and cost. All such products should be returned within 14 days of you cancelling your order (where you choose to cancel by notifying us) and, in any event, no later than 28 days after the products have been delivered to you. Until such time as they are returned, you must retain possession of the products and take reasonable care of them. You should return the products to us unused and as new, whilst maintaining a duty of care for the products during the cancellation period (except to the extent reasonably necessary to examine them), with the original product packaging, by one of the following means:
By Royal Mail – You should pack the returns parcel securely, ensuring you include your contact details and order number in the parcel and then take it to your local Post Office. We advise that you take out enough postal insurance to cover the value of the contents.
By Parcelforce Courier – You can arrange Parcelforce to collect and return your product to us by browsing to www.parcelforce.co.uk Please note that Parcelforce will make a charge for using this service based on the weight of the items being returned.
By My Hermes – You can arrange Hermes to collect and return your product to us by browsing to www.myhermes.co.uk Please note that Hermes will make a charge for using this service based on the weight of the items being returned.
By TNT – You can arrange TNT to collect and return your product to us by browsing to www.tnt.com Please note that TNT will make a charge for using this service based on the weight of the items being returned.
You may return products to our yard at Vales Hall Farm, Dales Road, Fressingfield, Suffolk, IP21 5RL. Please bring the order despatch note that will have been included in the package in which your order was delivered.
5.5 The Seller reserves the right to levy a charge if cancellation instructions are received after an order or part of any order has been commenced in manufacture or part supplied to cover all costs up to the completion of the order.
5.6 Our policy on cancellations and returns does not affect your legal rights.