How do we comply with Distance Selling Regulations?
We give our consumers certain information before they agree to buy from us. We refer to this as pre-contractual information, which includes the following:
- Sufficient detail for the consumer to be able to identify the business they are dealing with
- A detailed description of the main characteristics of the goods or services we offer
- The price of the goods or services we offer, including any Tax/VAT
- Easy to understand details of any delivery costs
- Details of how payments can be made
- As we take payment on order, we ensure our full geographic address is clearly shown
- The anticipated delivery times for products (subject to availability)
- Information about your consumers’ right to cancel, where applicable
- Confirmation that we will pay the cost of consumers returning any products that we supply incorrectly or for any substitute product because the goods originally ordered were not available
- Information provided, once consumers have decided to buy, is confirmed in writing by email. This can be kept for future reference and in a format which cannot be edited by us
- When and how to exercise your rights under the DSRs to cancel your order
We provide our geographic address to which the consumer may direct any complaints. In the OFT’s view, this means a physical location and, therefore, excludes a PO Box address.
We supply this information in ‘good time’. This means that the consumer has sufficient time to act on it when they receive it, for example, to cancel the contract if needed.
We ensure all orders are carried out within the anticipated time limits shown, as stated in the terms and conditions. If no period is set, the statutory time limit is 30 days from the day after we receive the order. If this is not possible, we will advise the consumer before the deadline. If the goods did not arrive in time, our consumer is entitled to a full refund, including the postage and packaging, unless they agree to a new deadline to give us more time.
Consumers’ cancellation rights.
Where the DSRs give consumers the right to cancel an order, this right is unconditional and begins from the moment the contract is concluded. Unlike when buying from a shop, the first time that a consumer will have an opportunity to examine goods purchased by distance means when they receive them. When a consumer cancels a contract to which the cancellation provisions apply, they are entitled to a refund of any money they have paid in relation to the contract, even if the goods are not defective in any way.
The official time limits for cancellation are as follows:
- seven working days (not including weekends or bank holidays) after the day on which they receive the goods
- seven working days from the day after the day on which the consumer received the written information
- seven days from the day after the contract was concluded, if you give the consumer the required written information on or before the day the contract is concluded
Consumers cannot cancel if the order is for:
The supply of goods made to the consumer’s own specification, such as kitchen sinks that have been drilled for a tap hole or other accessory. Basically, the product has to be perfectly standard, as originally provided by the manufacturer.
Apart from these exceptions, the DSRs give consumers an unconditional right to cancel a contract and we are legally obliged to refund all sums due in relation to the contract; this means the full price of the goods, or deposit or prepayment made, including the cost of the delivery. This must be done as soon as possible after the consumer cancels and within a maximum of 30 days. The DSRs do, however, give us a right of action against consumers for breach of the statutory duty to take reasonable care of the goods.
The retailer must refund the full amount, including the delivery costs, as soon as possible after the consumer cancels and, in any case, within 30 days.
Returning goods – we require the consumer to pay for the cost of returning the ordered goods. If the consumer fails to return the goods, or sends them at our expense, we can charge them the direct cost of the return, even if we have already refunded the consumer’s money. However, we are not allowed to make any further charges, such as a re-stocking charge or an administration charge.
We include these details in the written information we provide with consumers' order confirmation/terms. We can never require consumers to pay the cost of returning substitute goods. If the goods are faulty or do not comply with the contract, we will pay for their return.
What does all that actually mean? In a Plain English Nut Shell, this.....
If you order a product and want to cancel before it has been delivered, fine. Just call us or use our instant live chat. Any monies paid will be refunded in full.
If you order a standard product, take delivery and decide you don't want it, don't like it or have ordered the wrong thing, simply contact us and request a returns number. As long as you return it to us within 30 calender days of delivery, you will receive a full refund, (the item/s must be in perfect condition, un-used, with nothing missing). You must cover the cost of returning an item. We cannot take any responsibility for items being returned damaged or if items go missing in transit. We recommend you take out full insurance cover, just in case.