Cancellation & Returns Policy

Cancellation (This clause does not apply if you are a business)

Right to Cancel

If you are a consumer, you have a legal right to cancel a Contract for any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulations) within 14 days without giving any reason.  The cancellation period will expire after 14 days from the date on which you receive the Products or if delivered in multiple lots, the date on which you receive the last Product.  This cancellation right does not apply in the case of any made-to-measure or custom-made Products or if you have opened or used the Products.

To exercise the right to cancel, you must inform Us, by completing the Cancellations and Returns Form at the bottom of this page, of your decision to cancel a Contract.  You will receive a cancellations number and may wish to keep a copy for your own records.  To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise the right to cancel before the cancellation period has expired.

Effects of Cancellation

If you cancel a Contract, We will reimburse to you all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by Us).

We may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

  1. a) 14 days after the day We receive back from you any Products supplied, or
  2. b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or
  3. c) if there were no Products supplied, 14 days after the day on which We are informed about your decision to cancel a Contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.  We may withhold reimbursement until We have received the Products back or you have supplied evidence of having sent back the Products whichever is the earliest.

If you do make a cancellation you must, following such cancellation, keep the Products in your possession and take good care of them and return them (quoting the cancellations number) to Trade Doors For All, Long Meadow Farm, Church Lane, Clifton, Preston, PR4 0ZE in their original condition in secure packaging without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from a Contract to Us.

You’re responsible for the costs of returning the Products to Us unless they are defective or not what you ordered. If the Products are defective or not what you ordered, please see Returns below. If You don’t return the Products to Us within 14 days of notifying Us of your cancellation We may arrange for them to be collected from you and We may charge you for the cost of doing so.

Returns

Your rights under the Consumer Rights Act 2015 (This clause does not apply if you are a business)

Your right to return the Products which are defective or damaged is subject to Our terms of liability as set out in Our Terms & Conditions and your statutory rights (as a consumer) as set out within the Consumer Rights Act 2015 and which can be summarised as follows:

(a) Up to 30 days following delivery of the Products: if the Products are faulty (i.e. the Products are not what you have ordered, of the Products are not of a satisfactory quality and/or are not fit for the purpose stated in your Order Confirmation), you can reject the Products and receive a full refund;

(b) Up to 6 months following delivery of the Products: if the Products are faulty and We are not able to repair or replace the Products, then in most cases you can reject the Products and receive a full refund; and

(c) Up to 6 years following delivery of the Products: if you can prove that the Products were faulty at the time of delivery, then you have the right to receive a refund of replacement Products (in addition to any further contractual rights that you may have, which fall outside of the Consumer Rights Act 2015).

Products that are not what you have ordered

If you have received Products that you didn’t order you must provide Us with written notice within:

(a) 30 days (where you are a consumer); or

(b) 2 days (where you are a business),

of receipt of the Products and following which you will receive a returns number.

As is set out above, where you are a consumer under the Consumer Rights Act 2015, if you do not provide us with this notice within 30 days of delivery taking place, then you will not be able to reject the Products.

Should you provide the required notice, you must then return the Products (quoting the returns number) to Trade Doors For All, Long Meadow Farm, Church Lane, Clifton, Preston, PR4 0ZE within 14 days of notifying Us in writing unless We notify you that We shall arrange for the Products to be collected from you. We will refund the price of the Products in full, any applicable delivery charges and any reasonable costs you incur in returning them to Us within 30 days of your notification.

Products that are defective or damaged

You must inspect the Products upon the Products being delivered to You, if you have received Products that are defective or damaged you must sign for them as ‘damaged’ and provide Us with notice by completing the Cancellation and Returns Form at the bottom of this page within:

(a) 30 days (where you are a consumer); or

(b) 2 days (where you are a business),

of receipt of the Products, or (where you are a consumer) 6 months should the defect or damage not be apparent on delivery taking place.  

If you provide notice to Us in writing that any of the Products are defective in quality or condition within this time, you agree to allow Us to assess the nature of the alleged defect (if We agree with your assertion and the defect was not caused by you) We may at Our sole discretion either:

(a) Repair the defective Goods. We may ask you to return the Products to Us quoting the returns number and will reimburse any reasonable costs in doing so.

(b) Replace the defective Goods (or the part in question) free of charge to the exclusion of all other remedies to the greatest extent permitted by law. If we’re replacing defective Products We are only obliged to deliver them to the same delivery address as the original delivery at which time risk in the Products passes to you and you’re responsible for onward transportation costs; or

(c) Refund the price (or a proportionate part of the price) of the defective Products in which case the defective Products shall become Our property but We’re under no obligation to collect them from you or arrange for their disposal. We may ask you to return the Products to Us quoting the returns number and will reimburse any reasonable costs in doing so.

This Returns Policy does not cover Products which are faulty or damaged when the fault or damage is caused by you and you must therefore inspect and sign for the Products as damaged upon receipt to rely on this. You will be deemed to have damaged the Products where We reasonably determine that you have not followed the instructions for use, have misused the Products, neglected or not taken proper care of the Products, and so on.

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