1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers based in the UK.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive notice (see 3.1) that you wish to return the product within 14 days following the date of receipt;
(b) the returned product has not incurred damage, scratches, wear marks or other adverse marking whilst in your care;
(c) in the case of a new product, the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new
(d) you comply with the procedure set out in this policy in relation to the return of the product; and
(e) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a quotation for the cost of collection and return to our premises by one of our delivery service providers.
3.2 If you originally collected the product from our premises in person, you may return it in person after contacting us to arrange to do so.
3.3 You will be responsible for paying carriage costs associated with returns under this policy.
3.4 The products must be packaged to ensure there is no risk of damage during the return journey. Our delivery service provider may refuse to collect the products you are returning if they are not adequately packaged.
4.1 The following kinds of products may not be returned under this policy:
(a) any product made and /or painted to your specification;
(b) any product made and/or painted to order;
(c) any product personalised or adapted for you;
5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 We will not refund to you the original delivery charges relating to the returned product.
5.3 We will not refund to you any costs you incur in returning the product to us.
5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
7. Our details
7.1 This website is owned and operated by Joy C Johnson and Shelley J Johnson trading as The Fettling Fairies.
7.2 Our principal place of business is at Moulton Grange Barns, Scurragh House Lane, Moulton, Richmond, North Yorks. DL10 6QR
7.3 You can contact us by writing to the business address given above, by using our website contact form, by email to firstname.lastname@example.org or by telephone on 01748 478 748.