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Faulty, Damaged or Incorrect Goods

By law, We must provide goods that are of satisfactory quality, fit for purpose and as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect Goods, please contact Us as soon as reasonably possible to inform us of the fault, damage or error, and to arrange for a refund, repair or replacement. Please note that if the Goods are incorrect as a result of your provision of incorrect information, rather than them not matching Our description, as explained in sub-Clause 4.6, you will not be able to return those Goods.

Beginning on the day that you receive the Goods (and ownership of them) you have a 30 Calendar Day right to reject the Goods and to receive a full refund if they do not conform as stated above. Alternatively, you may request a repair of the Goods or a replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, We may instead offer you a full refund. If you request a repair or replacement during the 30 Calendar Day rejection period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods. If less than 7 Calendar Days remain out of the original period, it will be extended to 7 Calendar Days. If, after a repair or replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund. If you exercise the final right to reject the goods more than six months after you have received the Goods (and ownership of them), We may reduce any refund to reflect the use that you have had out of the Goods.

Please note that you will not be eligible to claim under this Clause if We informed you of any faults, damage or other problems with the Goods before your purchase of the them; if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under this Clause 8 merely because you have changed your mind. Please refer to Clause 9 of our Terms & Conditions for details of what to do if you change your mind.

To return Goods to Us for any reason under this Clause, you may do so in person during Our business hours of 9am to 5pm or you may return them to Us by post or another suitable delivery choice. You may alternatively request that We collect the Goods from you. Please ensure that the Goods are ready for collection at the agreed time and location. We are solely responsible for collecting the Goods in this case, however We may appoint a third party carrier to collect them in which case We will provide you with all relevant details. We will be fully responsible for the costs of returning Goods under this Clause and will reimburse you where appropriate.

Refunds (whether full or partial, including reductions in price) under this Clause will be issued within 14 Calendar Days of the day on which We agree that you are entitled to the refund.

Any and all refunds issued under this Clause will include all delivery costs paid by you when the Goods were originally purchased.

For full details of your rights and remedies as a consumer, please contact your local Citizens Advice Bureau or Trading Standards Office.

Returning Goods If You Change Your Mind

If you are not satisfied with any (non-bespoke) Goods purchased from Us you have the right to return them in exchange for a refund or a replacement, subject to the provisions of this Clause. This Clause does not apply to Goods that are not in compliance with your legal rights. For such Goods please refer to Clause 8 of our Terms & Conditions.

This Clause does not apply to bespoke Goods. Goods which We have produced or altered to order for you cannot be returned if you change your mind.

If you wish to return Goods to Us under this Clause you must do so within 14 days of taking delivery (or collecting them from Us), telling Us why you wish to return the Goods.

All Goods must be returned to Us under this Clause in their original condition, in their original, un-opened packaging, accompanied by proof of purchase.

You may return Goods to Us in person during Our business hours of 9am to 5pm or you may return them by post or another suitable delivery service of your choice. You are solely responsible for the cost of returning Goods to Us under this Clause.

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. We may charge you for collecting Goods under this Clause.

Refunds or replacements will be issued to you immediately if you return Goods to Us in person or within 30 days of Our receipt of the Goods if you return Goods to Us by post or similar delivery service or if We collect the Goods from you.

Guarantee

For Goods that We have produced, customised or altered (including bespoke Goods), We guarantee that for a period of three (3) years from the date of delivery, the Goods will be free from material defects. This guarantee is subject to the exceptions listed in sub-Clause 10.2 of our Terms and Conditions.

Our guarantee does not apply to any defects in the Goods caused by:

  • Normal wear and tear;
  • Deliberate damage and/or misuse of the Goods;
  • Accidental damage;
  • Failure to use the Goods in accordance with their instructions; or
  • The alteration or repair of the Goods by you or any third party that is not authorised by Us.

Our guarantee exists in addition to your legal rights as a consumer. More information on your rights as a consumer can be obtained from your local Citizens Advice Bureau or Trading Standards Office.

AND/OR

For Goods that We have not produced, customised or altered the Goods may be provided with a manufacturer’s guarantee. For further details and terms please refer to the manufacturer’s guarantee documentation supplied with the Goods.

The manufacturer’s guarantee exists in addition to your legal rights as a consumer. More information on your rights as a consumer can be obtained from your local Citizens Advice Bureau or Trading Standards Office.

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