1. Returns are generally not accepted for auction items but are accepted for Buy It Now items, providing the item(s) is/are returned in an unused, unopened and new / resaleable condition. Items which are found to be used upon return will incur a restocking fee that will vary depending on the resale value and condition of the item.
Cancellation Rights
2. As a consumer, you have a legal right to cancel the contract between us (“Contract”) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your right to cancel a Contract begins on the date you place your order and ends 14 calendar days from the day after you receive the product you have ordered. Please note there are some exclusions to this right, please see paragraph 19 below. To cancel a Contract, please notify us during the time period specified in this paragraph 2 (please see “Contact Us” section).
3. If you cancel your Contract in accordance with paragraph 2 above, you will receive a full refund of the price paid for the products, but you will not receive a refund of the original delivery charges or the cost of returning the products to us.
4. If the products have already been dispatched before you decide to cancel your Contract, you must return the products to us as soon as possible and, in any event, within 14 calendar days of cancellation.
5. To return a product, please contact us.
6. You will need to pay the costs of returning the product and please be sure to obtain a proof of posting. We cannot be held responsible for any items which fail to reach us or for delays in your return reaching our warehouse. Please ensure that you retain your proof of posting receipt until you have received confirmation of the return.
7. If you only cancel the Contract in respect of some but not all of the products in an order, you will not be entitled to a refund of the delivery charge as our delivery charges are charged at a flat rate per order and not by weight.
8. We will process your refund as soon as possible. If we have dispatched the product before you cancel the Contract, we will process your refund within 7 calendar days after the day on which we receive the product back. If we have not yet dispatched the product before you cancel the Contract, we will process your refund within 14 calendar days of your cancellation.
9. Products must be returned in their original condition. We may reduce any refund due to you to reflect any reduction in the value of the product due to how you have handled it.
Goodwill Returns and Refunds
10. In addition to your legal right to cancel a Contract as set out in paragraph 2 above, we also offer a goodwill returns policy. There are some exclusions to this goodwill policy, please see paragraph 19 below.
11. If you are not completely happy with any product that you have ordered from us, you may return it to us in its original condition at any time within 14 calendar days from the date of dispatch.
12. If you return a product under our goodwill returns policy, you will receive a refund of the price paid for the products, minus the original delivery cost to us, but you will not receive a refund of the original delivery charges or the cost of returning the products to us. For clarity, the majority of orders incur a cost of £2.90-5 to us.
13. To return a product please contact us for instructions.
14. You will need to pay the costs of returning the product and please be sure to obtain a proof of posting. We cannot be held responsible for any items which fail to reach us or for delays in your return reaching our warehouse. Please ensure that you retain your proof of posting receipt until you have received confirmation of the return.
15. If you return some but not all of the products in an order, you will not be entitled to a refund of the delivery charge.
16. We will endeavour to process your refund within 7 calendar days of receiving the product back.
17. If you have purchased products as part of an offer or discount, the amount refunded will be adjusted accordingly to reflect any failure to meet the original requirements for the offer or discount as a result of returning the product.
18. Products must be returned in their original condition. We may reduce any refund due to you to reflect any reduction in the value of the product due to how you have handled it.
Exclusions from Cancellation Rights and Goodwill Returns
19. Please note that we are unable to accept returns of certain products, as set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including (i) items which cannot be returned for health and hygiene reasons i.e. tea unless they are returned to us unused and in a fully sealed condition with all hygienic seals in place and unbroken; (ii) items which are personalised or made to your specification; (iii) products which are liable to deteriorate or expire rapidly .
20. Please note that your right to return a product in accordance with paragraph 21 below is not affected if the product is faulty or misdescribed.
Defective Products
21. Nothing in these terms and conditions affects your legal rights in respect of products which are defective or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office. If you think that a product is defective or mis-described, please contact us (please see “Contact Us” section) and one of our Customer Service Team will be able to advise you on how to return your goods.
22. All returns for potentially defective products will be examined once they have been received by us and we will notify you if you are entitled to a refund within a reasonable period of time. We will usually process any refund due to you as soon as possible and, in any case, within 7 calendar days of the day we notified you that you were entitled to a refund for these products. If it is the case that we notified you that you are entitled to a refund, you will receive a full refund of the price paid for the product.
Refunds and Exchanges
23. Any refunds will be processed via your PayPal account.
24. Unfortunately, we are unable to offer an exchange service. Please feel free to return your order to us in accordance with these terms and place a new order on eBay.
