DISTANCE SELLING REGULATION
Under the EU's Distance Selling Regulations, customers located in the European Union are entitled to a 7 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 7 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original despatch charge. If you exercise your rights under the cooling off provisions you will be responsible for the costs of returning the product(s) to us. If for any reason we have arranged to collect the goods from you, we reserve the right to recover the costs of collection from you.
Where goods are simply unwanted and notification is received after the 7 day cooling off period, we will be delighted to offer an exchange to the value of the goods within 28 days of you receiving the original goods. In this instance, please notify us of your intent to return the goods in writing, or by email to firstname.lastname@example.org. Items must be unused and in a perfect re-saleable condition, accompanied by a valid order reference. If you are returning goods simply because they are unwanted or no longer required you will be responsible for the cost of returning them. Should you experience any issues with your order, please contact our Customer Service Department via email at email@example.com.
If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact our Customer Service team via email at firstname.lastname@example.org. The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available. Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation. Where goods are believed to be faulty, please notify us of your intent to return the goods in writing, by post or by email. All goods believed to be faulty will be required for Quality Review. Once the item(s) have been received, a Quality Review Investigation will take place. We will keep you, the customer, informed as to the outcome of the Quality Review Investigation.
All returns should be wrapped securely in the same packaging in which the items were originally received, with the returns reference clearly displayed on the exterior. The returns reference will be supplied by the Customer Service team upon notification of the intention to return the goods. Our return address is: Noble Isle Warehouse Guilden Sutton Lane Guilden Sutton ChesterCheshire, CH3 7EX If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund or exchange for damages caused by insufficient packaging. We recommend that returns are made via recorded delivery and/or that a proof of postage is obtained, to cover the unlikely event that we do not receive the return parcel. Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for a refund then the free gift must also be returned in order for the credit to be processed (please refer to Distance Selling Regulations). Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for an exchange, the free product must also be returned in cases where the value/ type of the exchanged items no longer meets the criteria requirement to qualify for that promotion. Where an order has qualified for a discount to be applied to a product this discount shall no longer apply if upon returning part of the order the resulting value is below the threshold for the discount to apply. The discounted products must therefore either be returned or they shall be charged at the full retail price. This excludes faulty or damaged returns when the product is being replaced. Exchanges will be processed within 5 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; these will be charged at the standard rate. Where the goods have been received as a gift, items may be exchanged for alternative products. Where a refund is due, this will be processed onto the credit/ debit card with which the purchase was made, within 5 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank.
Dated: 2nd April, 2012