Your Legal Rights
We are under a legal duty to supply products that comply with the contract for the sale of products between you and us. We want you to be completely happy with your purchase so if your goods are faulty we will refund you or replace them for up to 6 months from purchase in most cases, just contact us by email at email@example.com.
See below for a summary of your key legal rights in relation to the product. Nothing in our terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:
-up to 30 days: if your item is faulty, then you can get a refund;
-up to six months: if your faulty item can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
Under the Consumer Contracts Regulations you have until 14 working days after you receive certain products to tell a retailer that you’ve changed your mind and would like to send it back which we abide by.
The Consumer Contracts Regulations only apply to certain categories of products. What this means is that you cannot change your mind and send any of the following Products back:
Products that have been personalised for you, including items that have been tailored or altered by you Products that, by their nature, cannot be sent back (e.g. swimwear, underwear and pierced earrings)
If you change your mind, you must return the Product to us. Until you have decided whether to send a Product back to us, remember that the Consumer Contracts Regulations put a duty on you to take good care of them. This doesn’t mean you can’t try the Product on or inspect it to see if it’s right for you. All we ask is that you treat our Products with the same care as you would in our stores. So please keep the tags on, don’t mess with any hygiene seals or stickers and retain the original packaging as neatly as you can.
To let us know you have changed your mind and wish to cancel your order, please email us at firstname.lastname@example.org. Please keep a copy of your cancellation email. Once you have emailed us, please follow the instructions in our Returns Policy on how to return the Product to us.
We will issue you with a refund within 14 days or earlier from when you contact us with proof of the receipt of posting the Products or the date that we receive the Products, including the original cost of delivering the Products to you. Whilst we are more than happy to refund you the initial shipping cost that you paid when you made your online purchase we are unable to refund you the cost of shipping you pay to return your purchase to us.
We issue refunds via the payment method you used to place the order. If you would like to exchange your Product(s) rather than be issued with a refund you can contact us with your choice of your ref you would like to exchange your Product for a different size or colour, please let us know within days of the date of receipt of the Product. Please follow the section above on cancelling your order and, at the time you cancel your order, just tell us that you’d like an exchange instead of receiving a refund.
If the size/colour you have requested in exchange is unavailable we’ll let you know and issue you with a refund or offer you a replacement item.
PROBLEM WITH YOUR ORDER
It is important that each Product’s use and care instructions are followed properly.
For garments, it is important that washing instructions are followed exactly as stated on the label. Each garment is wash-tested thoroughly and quality-checked on each production batch prior to leaving the manufacturer. For accessories, it is important that manufacturers’ instructions about any restrictions on use are followed.
It is your responsibility to take reasonable care of the Product you have bought. We are not responsible to you to the extent that the problem with your Product is caused by your incorrect use or care.
But we also understand that sometimes things don’t go according to plan. If there is a problem with your Product, just get in touch as described below and we’ll try and help you.
“I have received a faulty Product”
If you think the Product you received is faulty, please contact us by email at email@example.com The team will tell you how to proceed. Please include as many details as possible about the fault.
“I have received an incorrect Product in my order”
If you have received an incorrect Product in your order, please contact our customer service team at firstname.lastname@example.org . We will then advise on how to proceed with the return. Please include as many details as possible about the incorrect item.
“A Product is missing from my order”
Sometimes we don’t send everything you’ve ordered at the same time, so please check your packing note and despatch emails to see if any of your items will be arriving separately.
If the packing note states an item should be in your parcel but it is not, please contact us by email at email@example.com and we will try to rectify the mistake as quickly as possible.