The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.
The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.
In this contract:
If you don't understand any of this contract and want to talk to us about it, please contact us by:
Who are we?
We are registered in England and Wales under company number: 5455870.
Our registered office is at: 4A Hamilton Way, Oakham Business Park, Mansfield, Nottinghamshire NG18 5BU
Our VAT number is: [GB865575479].
1.1 If you buy goods on our site you agree to be legally bound by this contract.
1.2 You may only buy goods from our site for non-business reasons.
1.3 This contract is only available in English. No other languages will apply to this contract.
2 Information we give you
2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
2.1.1 See our [FAQs]
2.1.2 See our read the Confirmation Email (see clause 3.2.3)
2.1.3 contact us by using the contact details at the top of this page
2.2 The key information we give you by law forms part of this contract (as though it is set out in full here).
2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
3 Ordering goods from us
3.1 Below, we set out how a legally binding contract between you and us is made.
3.2 You place an order on the site by means of our checkout process. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.
3.2.1 When you place your order at the end of the online checkout process (when you click on the ‘Secure Payment’ button), we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
3.2.2 We may contact you to say that we do not accept your order. This is typically for the following reasons:
(a) the goods are unavailable
(b) we cannot authorise your payment
(c) we are unable to ship the goods to you
(d) you have ordered too many goods
(e) there has been a mistake on the pricing or description of the goods
3.2.3 We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
(a) a legally binding contract will be in place between you and us, and
(b) we will dispatch the goods to you
3.3 If you are under the age of 18 you may not buy any goods from the site.
3.4 All goods supplied by us are warranted free from defects in workmanship or materials for a period of 12 months from date of purchase, unless stated otherwise in the product details on this website. This warranty does not affect your statutory rights as a consumer. This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with our instructions, or any alteration or repair carried out without our approval.
3.5 If the goods supplied to you develop a defect while under warranty, or you have any other complaint about the goods, you should contact us by calling our Customer Service Department on +44 (0)1623 415760 (Local Rates apply in the United Kingdom) or by emailing email@example.com.
4 Right to cancel this contract
4.1 You have the right to cancel this contract within 14 days without giving any reason.
4.2 The cancellation period will expire after 14 days from the day of receipt of the goods.
4.3 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email. You can use the model cancellation form set out in the box below, but it is not obligatory.
To Alan Paine Knitwear Ltd (firstname.lastname@example.org):
I hereby give notice that I cancel my contract of sale of the following goods:
[insert details of goods],
Ordered on [insert date of order],
Name of consumer(s),
Address of consumer(s),
4.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired
5 Effects of cancellation
5.1 If you cancel this contract, we will reimburse to you all payments received from you, including the costs of [insurance and] delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). This does not include any sales tax or customs duties payable in respect of shipments to outside the European Community (EU).
5.2 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you – you should return the goods in unused and otherwise re-saleable condition.
5.3 We will make the reimbursement without undue delay, and not later than:
5.3.1 14 days after the day we received back from you any goods supplied, or
5.3.2 (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
5.3.3 if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract
5.4 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.
5.5 If you have received goods:
5.5.1 you shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us.
5.5.2 you will have to bear the cost of returning the goods
5.5.3 you are only liable for any diminished value of the goods resulting from their being handled beyond what is necessary to establish the nature, characteristics and functioning of the goods
6.1 We use independent contractors to deliver our goods. If you want to see your delivery options, visit our Delivery and Returns webpage before you place your order.
6.2 Where the goods are supplied for export from the United Kingdom, you will be liable for shipping and insurance charges as agreed with us, and responsible for complying with any legislation or regulations governing the importation of the goods into the country of destination and for the payment of any duties on them.
6.3 Every effort will be made to deliver the goods as soon as possible after your order has been accepted, and in any event within 30 days of your order we are unable to deliver the goods within 30 days of your order, we will inform you as soon as possible and you will be entitled to cancel the order and obtain a refund or credit for any sum that has been paid by you or debited from your credit card for the goods. We will not be liable for any loss or damage suffered by you through any delay in delivery.
6.4 If something happens which:
6.4.1 is outside of our control, and
6.4.2 affects the estimated date of delivery
we will let you have a revised estimated date for delivery of the goods.
6.5 Delivery of the goods will take place when we deliver them to the address that you gave to us.
6.6 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:
6.6.1 let you know
6.6.2 cancel your order, and
6.6.3 give you a refund
6.7 If nobody is available to take delivery, please contact us using the contact details at the top of this page.
6.8 You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.
6.9 We may deliver your goods in instalments.
7.1 We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
7.2 Your credit card or debit card will only be charged when the goods are dispatched.
7.3 If your payment is not received by us and you have already received the goods, you:
7.3.1 must pay for such goods within 7 days, or
7.3.2 must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us
7.4 If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.
7.5 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under Clauses 4 and 5.
7.6 The price of the goods:
7.6.1 is in pounds sterling (£)(GBP)
7.6.2 includes VAT at the applicable rate
7.6.3 does not include the cost of delivering the goods (if you want delivery options and costs, visit our webpage [insert details such as ‘Delivering to you’] before you place your order) or insuring the goods [which we will agree with you at the time you place your order].
7.7 We do not store credit card details.
8 Nature of the goods
8.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:
8.1.1 are of satisfactory quality
8.1.2 are fit for purpose
8.1.3 match the description.
8.2 We must provide you with goods that comply with your legal rights.
8.3 The packaging of the goods may be different from that shown on the site.
8.4 While we try to make sure that:
8.4.1 all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance in certain products throughout our range
8.4.2 the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use
8.5 Our policy is to improve our products continually, and so we reserve the right to make minor technical changes to the specification of the goods without affecting their function, quality or price.
8.6 Any goods sold:
8.6.1 at discount prices
8.6.2 as remnants
8.6.3 as substandard
will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
9 Faulty goods
9.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:
9.1.1 visit our webpage: Delivery and Returns
9.1.2 contact us using the contact details at the top of this page, or
9.1.3 visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06
9.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
9.3 Please contact us using the contact details at the top of this page, if you want:
9.3.1 us to repair the goods
9.3.2 us to replace the goods
9.3.3 a price reduction
9.3.4 a refund
10 End of the contract
10.1 If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
11 Limit on our responsibility to you
11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for any:
11.1.1 losses that:
(a) were not foreseeable to you and us when the contract was formed
(b) that were not caused by any breach on our part
11.1.2 business losses
11.1.3 losses to non-consumers
12.1 We will try to resolve any disputes with you quickly and efficiently.
12.2 If you are unhappy with:
12.2.1 the goods
12.2.2 our service to you
12.2.3 any other matter
please contact us as soon as possible.
12.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
12.3.1 let you know that we cannot settle the dispute with you, and
12.3.2 you may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal: http://ec.europa.eu/consumers/odr/
12.4 If you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this contract