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1              Your rights to end the contract

1.1          When you end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

1.1.1               If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;

1.1.2               If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

1.1.3               If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

1.2          Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1-8.2.4 below the contract will end in accordance with clause 9 and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

1.2.1               we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);

1.2.2               we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

1.2.3               there is a risk that supply of the products may be significantly delayed because of events outside our control;

1.2.4               you have a legal right to end the contract because of something we have done wrong.

1.3          Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.  Please note there are some circumstances where you do not have the right to change your mind.

2              How to end the contract with us (including if you have changed your mind)

2.1          Tell us you want to end the contract. To end the contract with us, please let us know by calling, emailing or writing to us at the contact details shown above.  You can use the model cancellation form at the end of these terms if you wish, although you do not have to.

2.2          Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.  You must post them back to us at the address shown above. Please call customer services or email us at the details shown above for a return label.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

2.3          When we will pay the costs of return. We will pay the costs of return:

2.3.1               if the products are faulty or misdescribed;

2.3.2               if you are ending the contract because of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances you must pay the costs of return.  

2.4          How we will refund you.  We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below. In the circumstances described in clause 9.3.1 and 9.3.2 above, we will also refund your delivery costs,

2.5          Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

2.5.1               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.

2.6          When your refund will be made. We will make any refunds due to you as soon as possible following receipt of the product from you. If you are exercising your right to change your mind then your refund will be made within 14 days of the day following the date on which we receive the product back from you.  For information about how to return a product to us, see clause 9.2.

3              Our rights to end the contract

3.1          We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

3.1.1               you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

3.1.2               you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, a valid delivery address for your order and a telephone contact number should we need to contact you to discuss the same;

3.1.3               you do not, within a reasonable time, allow us to deliver the products to you, or the product is returned to us following a failed attempt to re-deliver the products to you.

3.2          You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct reasonable compensation for the net costs we will incur as a result of your breaking the contract.

4              If there is a problem with the product

4.1          How to tell us about problems. If you have any questions or complaints about the product, please contact us using the contact details shown above.

4.2          Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.