If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your right to cancel is available from your local Citizens’ Advice Bureau. Please note that this right to cancel only applies to consumers ordering Products and Services (if applicable) online or by telephone and if you have purchased goods in our showroom (please refer to our In-Store Terms and Conditions of Supply). If you are a business or trade customer this right to cancel does not apply.
This cancellation right does not apply in the case of any custom-made products, such as range cookers that are made in a specific colour pursuant to your request and Services, once these have been completed, even if the cancellation period is still running.
If you are a consumer you have the right to cancel the Contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire physical possession of the Products. If you have purchased Services, you have 14 days after the date of the Order Confirmation to cancel the Contract. However, once we have completed the Services you cannot change your mind, even if the period is still running. If you cancel after we have started the Services, you must pay us for the Services provided up until the time you tell us that you have changed your mind.
To exercise the right to cancel, you must inform us of your decision to cancel the Contract by sending a clear statement to us in writing by email to email@example.com. We suggest that you keep a copy of your notification for your records. You may use the model cancellation form set out in the Schedule, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you cancel the Contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is the result of unnecessary handling by you. We will deliver Products to you in bubble wrap and delivery boxes. Whilst you are permitted to remove this delivery packaging to inspect the Products, in the same way as you would be able to do in a shop, you are not permitted to open the sealed packaging surrounding the Product. If you open the sealed packaging or make any attempt to install the Product we may deduct the loss in value of that Product from the reimbursement. We recommend that you do not install any Product until the 14 day cancellation period has expired.
We may make a deduction from the reimbursement for an amount for the supply of the Service for the period supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full supply.
We will make the reimbursement without undue delay, and not later than:
14 days after the day we receive back any Products supplied;
(if earlier) 14 days after the day you provide evidence that you have returned the Products;
if no Products were supplied, 14 days after the day on which we are informed about your decision to cancel this Contract; or
in all other cases (including for the supply of Services), 14 days after the day on which we are informed about your decision to cancel this Contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction (e.g. the credit card or debit card used by you to pay for the Products and Services (if applicable)), unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.
If you have returned the Products to us because they are faulty or mis-described, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
If the Products were delivered to you:
you must return the Products to us by post if they can, by their nature, normally be returned in the ordinary post. You agree that the postal method shall include insurance cover in respect of the Products being returned to us;
if the Product were delivered to your home and cannot, by their nature, normally be returned by post, we will collect the Products. You must contact us as soon as reasonably practicable and arrange a mutually convenient date and time for us, or out third party carrier, to collect the Products from you. Once agreed, you cannot cancel the collection date without incurring a failed collection administration fee of £50-£160 (depending on the size of the Product), unless you have provided us with at least 24 hours prior notice of such cancellation. You must ensure that the Products, together with the original packaging, transit packaging and all items and spare parts delivered with the Product are available for collection on the agreed collection date; and
unless the Products are faulty or not as described you will have to bear the direct costs of returning the Products in accordance with this returns policy. The cost of collection is estimated at between £50 - £1650 (depending on the size of the Product); and
you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
You have a right to examine the Products as you would in store but to obtain a full refund you must not start using them, install them or handle them in any way more than necessary to obtain their nature. The Products must be returned in a good condition together with the original packaging, transit packaging and all items and spare parts delivered with the Product. If the Products fail to be returned to us in this manner, we may charge you any costs we incur in collecting the Products from you or if the retail value of any missing or damaged items associated with the Product. If you handle the Product in a way which would not be acceptable in-store, we may reduce your refund, to compensate us for its reduced value.