Your consumer right of return and refund
This clause 8 only applies if you are a consumer.
1: If you are a consumer, you have a legal right to cancel a Contract [under the Consumer Protection (Distance Selling) Regulations 2000) during the period set out below in clause 8.3, but taking into consideration the conditions set out in clause 8.2 firstly. This means that during the relevant period, if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract by email to firstname.lastname@example.org with a view to receiving a refund (depending on the product ordered) or a credit note. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
(a) If you are ordering a specific length of a fabric(s) without having ordered/seen a sample first, please ensure you are happy to do so, as we are unable to offer a refund or exchange on any fabric goods ordered, including cut lengths, remnants, and those which have been cut to a specific length for your order, except where the item is faulty, in which case, we would firstly offer a replacement or exchange subject to more stock being available to do so. This also applies to sample orders once processed and cut for your specific needs, these cannot therefore be cancelled or refunded back to you.
(b) We cannot accept returns of damaged and faulty items if they were purchased as faulty or damaged item, or if they were purchased at a discounted sale price, or as a remnant, as these would have been purchased as a clearance line, and/or with the 'particular issue' clearly being marked on the website product listing.
(c) Samples are made available to order through our website for your prior approval to avoid this scenario, except for on some sale and clearance items, where we recommend you order a small amount first i.e. 0.5 metre before ordering your main quantity length.
(d) If you are not entirely satisfied with any other product (than stated above), then you may return them to us within 7 days of receipt, so long as you notify us first in writing to email@example.com. Please note but this must be at your cost, and must be returned by a tracked delivery method. Only once we have received the item(s) back into stock and checked that they are in their original condition as supplied, will we be able to process a refund to you - see 8.5. However, all returns must be previously authorised, and any returns received without prior authorisation will not be eligible for a refund. Only in exceptional circumstances will we be able to offer an exchange or credit voucher for the amount paid on the original order, excluding any shipping charges.
3: Your legal right to cancel a Contract starts from the date when you receive an email notifying you that your order is complete, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 7 (seven) working days in which you may cancel, starting from the day after the day you receive the Products, excluding items listed in points 8.2a. Working days means that Fridays, Saturdays, Sundays or public holidays are not included in this period as this represent days when our offices are closed.
4: To cancel a Contract, please contact our Customer Services telephone line, or e-mail us at firstname.lastname@example.org, to tell us in the first instance. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you sent us the e-mail, or if you send us your cancellation by post, the date you posted the letter to us. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us.
5: You will receive a full refund of the price you paid for the Products and any applicable delivery charges, provided that the products are not those listed in point 8.2a, and are returned complete, and in perfect condition, unused, and with the original packaging. Any returns must be at your cost. As stated in 8,2. Refunds will not be offered on unauthorised returns and such goods will be held for re-delivery to you for a maximum period of 3 months. Any re-delivery would therefore be at your cost.
6: We will process any refund agreed by us and due to you, as soon as possible but certainly within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 8.4. If you returned the Products to us because they were faulty, please see clause 8.7.
7: If you have returned the Products to us under this clause 8 because they are faulty, the first procedure by us will be to replace the goods with replacement perfect goods of the same type ordered. If this is not possible due to stock shortage, then we will refund the price of a defective Product in full, and the cost of returning the item to us by a tracked delivery method.
8: We refund you on the credit card or debit card used by you to pay, or to your PayPal account (if that was the method of your payment), or by bank transfer if that was how you paid for the original order.
9: If the Products were delivered to you, you must return the Products to us within 2 weeks of the date of authorised return:-
(a) unless the Products are faulty or not as described (in this case, see clause 8.7), you will be responsible for the cost of returning the Products to us by a tracked method;
(b) you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
10: As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 8 or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.