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Refund policy

Under The Consumer Contracts Regulations - which came into force on 13 June 2014, you are entitled to a "cooling off period" during which you can withdraw from the contract for any reason.  The cooling off period begins as soon as the order has been made.  The cancellation period ends on the expiry of the period of fourteen calendar days beginning with the day after the day on which the goods are received.  Any carriage/postal costs incurred shall be borne by the Buyer.  Any Goods returned by the Buyer under the provisions of said regulations should be in unused condition, preferably in original packaging and suitable for resale.  For your own security we recommend that a "Proof of Postage" be obtained if returning Goods via the Post Office.

In the event that the Buyer cancels the contract under The Consumer Contracts Regulations after the Goods have been dispatched by the Seller but BEFORE arrival at the Buyers premises then upon arrival at the Buyers premises the Buyer should refuse delivery of the Goods.  If the Buyer accepts delivery of the Goods, then they will be liable for any cost associated with the return of the Goods.

The Seller must be notified of any defect in the quality or condition of the Goods within three working days of receipt of the Goods by the Buyer.  PLEASE CONTACT US BY E-MAIL OR TELEPHONE IN THE FIRST INSTANCE.  The Seller will make arrangements with the Buyer for the return of the Goods, replace or refund damaged goods and will retain absolute discretion to choose whether to refund or replace any or all Goods.  The seller will at its absolute discretion pay the costs of returning your Goods. PLEASE DO NOT RETURN DAMAGED GOODS WITHOUT CONTACTING US FIRST.  Carriage costs will not be refunded on faulty goods returned without prior authorisation.

In the event that Goods arrive in a damaged or faulty condition and the damage is obvious upon delivery and without opening the parcels then this should be stated by the Buyer, or his/her agent, on the carrier's delivery note when signing.  In the event that the Goods are signed for "in good condition" and there is damage that is clearly the fault of any delivery agent then the Seller reserves the right to reject any and all claims for damage and/or shortage.

The Seller reserves the right to cancel any Contract at any time before the Goods are delivered.  On giving such notice the Seller shall promptly repay to the Buyer any sums paid.  Without prejudice, the Seller shall not be liable for any loss or damage whatever arising from any cancellation in accordance with this clause.

All refunds shall be credited to the Buyer and refunded within 14 days of receipt by the Seller of the returned Goods through the same method as which payment for the Goods was originally made, save that such refund shall only extend to delivery or insurance charges rendered in respect of the Goods in the event that the Goods are being returned as a result of breakages or fault.  The Seller shall not be liable for any delays in payment caused by the Seller's and/or the Buyer's Bank.  Products returned that formed part of a multiple that qualified for an additional discount will be refunded as if the reduced quantity had been ordered; e.g. 10 packs ordered with a 10% discount and 8 packs subsequently returned - refund will be the 10 pack cost less the cost of two packs at full standard price. Where non-faulty Goods are returned when the original order has qualified for free carriage and the total order amount is reduced to less than the free carriage threshold, the refund will be given less the appropriate carriage charge.

Where the Seller arranges for the return of Goods from the Buyer through the Seller's nominated carrier then the Buyer undertakes to ensure that the Goods are packaged in a manner suitable for safe transportation and are available for collection by the nominated carrier during normal business hours.  In the event that the nominated carrier attempts to collect the Goods during normal business hours and is unable to do so (other than at times previously notified by the Buyer to the Seller as being times at which the nominated carrier would not be able to collect the Goods) then the Seller reserves the right to charge the Buyer for the costs incurred through the nominated carrier's inability to collect.

Return of the goods shall be deemed to have taken place when they have been delivered to the Seller and a signature on behalf of the Seller has been received in respect of the Goods.  In the event that the Goods are damaged in transit on their return to the Seller as a result of poor or insufficient packaging on the part of the Buyer, or are not complete, then the Seller reserves the right not to credit or otherwise refund the Buyer in respect of (in the event that the Goods are being returned for a refund), or replace (in the event that the Goods are being returned for the purposes of replacement), such damaged Goods.