||If you are a business customer:
Items correctly supplied against a binding order may not be returned for credit without our prior written agreement and you must notify us in writing within 14 days of delivery if you wish to return them. We reserve the right to levy a 20% handling charge and we will not re-credit or reimburse any delivery charges. If however you return the goods at your own expense in good resale condition, they will be recredited in full excluding any carriage charge on delivery Goods returned for credit must include the relevant invoice or order number before any credit note can be issued and any wrapping must be intact and unmarked.
||If you are a business customer:
Except as otherwise specified in these terms and conditions, we reserve the right to refuse to accept returned goods, and goods correctly supplied cannot be returned if they have been printed, embroidered or otherwise personalised for you or if they are not items we normally hold in stock. Also, goods sold at a reduced price for stock clearance purposes, listed in our online clearance room, are non—returnable. If the goods are defective and in breach of our warranty, Condition 21 will apply.
||If you are a consumer:
For most goods bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in the rest of this Condition 20. Conditions 20.4 to 20.10 apply to consumers, not business customers.
||Your right as a consumer to change your mind does not apply in respect of:
a) Goods which are bespoke to or customised for you, including items which are embroidered to your design or specification;
b) goods sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.
||As a consumer you have 14 days after the day you (or someone you nominate) receives the goods to change your mind. If the goods are delivered in several deliveries, you have until 14 days after the day you (or someone you nominate) received the last delivery.
||To end the contract with us, please let us know by doing one of the following:
a) Call customer services on 0800 328 5028
b) Email us at: firstname.lastname@example.org
c) Print off and submit this smartform or simply write to us (at Anchor House, Chapel Lane, Great Blakenham, Ipswich IP6 0JZ)
||If you change your mind after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you collected them from us (if using click & collect), post them back to us (at Anchor House, Chapel Lane,Great Blakenham, Ipswich IP6 0JZ), or if they are not suitable for posting allow us to collect them from you.
Please call customer services using the details above for a return label or to arrange collection. You must send off the goods within 14 days of telling us you wish to end the contract.
||Unless the goods are faulty, you must pay the cost of return. If we are collecting the goods, we will charge you the direct cost to us of collection.
||We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make the following deductions from the price:
a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
||Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. If we have offered to collect the goods, we will refund you within 14 days of you telling us you have changed you mind.