We understand that from time to time you may wish to return an item to us, so we’ve put together this policy to help you to return items to us in appropriate circumstances. This policy applies to all of our customers, irrespective of where you live geographically, and to all orders made through our website.
Our policy doesn’t affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
If you have no other legal right to return an item and receive a refund or exchange, then you will nonetheless be entitled to return an item to us and receive a refund in accordance with this policy if we receive the returned item within 14 days following the date of dispatch of the product to you; the returned item is unused, in its original 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; you comply with the procedure set out in this policy in relation to the return of the product; and none of the exclusions set out in this policy apply.
How to return something to us
In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with the bottom section of the despatch note you received with the goods, quoting that number.
You can contact us by email at firstname.lastname@example.org or by telephone on 01442 737 238. If there’s no answer please leave a message and we’ll call you back.
Products returned under this policy must be sent by Royal Mail with proof of postage to Snugtums, 18 Manor Road, Tring, Hertfordshire, HP23 5DA. You’re responsible for paying the postage costs associated with returns under this policy.
Any product made to order or any product personalised or adapted for you may not be returned under this policy.
We’ll refund you the price you paid to us in respect of any product properly returned by you in accordance with this policy
We’ll refund you the price of our lowest cost delivery method unless your order was eligible for free delivery, in which case no refund for delivery will be made. If you opted to receive your items with a delivery method other than our least expensive delivery method we’ll only refund you the cost of the Royal Mail 2nd class delivery option.
We won’t be able to refund any costs you incur in returning the product to us.
We’ll usually refund any money received from you using the same method originally used by you to pay for your purchase.
We’ll process your refund as quickly as possible and, in any event, within 30 days following the day we receive your returned item/s or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
If you return a product in contravention of this policy, and you don’t have any other legal right to a refund or exchange in respect of that product we won’t refund the purchase price or exchange the product and we may keep hold of the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product. And if we don’t 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.
The Consumer Contracts Regulations 2013
You’re entitled to cancel this order if you wish, as long as you exercise your right no longer than 14 days after the day on which you receive the item/s ordered.
Please note that your right to return products doesn‘t apply to items made to order or any item personalised or adapted for you.
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
To exercise your right to cancel, you must let us know you wish to cancel this contract by a clear statement including your name, address, details of the order you wish to cancel and, where available, your phone number and email address. Email us at email@example.com or call 01442 737 238.
If you decide to cancel, please return the goods to us (at your cost) within 14 days of cancelling and we’ll refund you the amount in relation to items to which cancellation rights apply. We’ll usually refund you using the method you used to pay for your original transaction. This includes the cost of delivery – we’ll refund you the price of our lowest cost delivery method unless your order was eligible for free delivery, in which case no refund for delivery will be made. If you opted to receive your items with a delivery method other than our least expensive delivery method we’ll only refund you the cost of the Royal Mail 2nd class delivery option.
We may make a deduction from your refund for any loss in value of any items supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any items supplied.