OUR RETURNS POLICY
We want you to be delighted with your purchase but if you are not you can return any item within 28 days of receipt provided that the products are returned complete, in perfect condition, unused, unwashed and with its original packaging. We are not able to refund any postage charges.
Our returns policy does not affect your legal right to cancel or your legal rights in relation to faulty or misdescribed products.
We will be happy to issue a refund which will go onto the card or PayPal account which was used when you made your purchase.
YOUR LEGAL RIGHT TO CANCEL
For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.
You have 14 days after the day you (or someone you nominate) receives the products to change your mind unless your products are split into several deliveries over different days. In this case, you have until 14 days after the day you received the delivery to change your mind about the product.
You may cancel your order by following the procedure set out under the How do I return something? section. To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate the cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).
If you are exercising your right to change your mind:
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.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
WHICH ITEMS CANNOT BE RETURNED?
Whether exercising your legal right to cancel or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of:
Products sealed for health protection or hygiene purposes once you have unsealed them. For example:
toiletries or beauty products if the seals have been broken
underwear, and earrings once the seals have been removed
HOW DO I RETURN SOMETHING?
You can return an item to one of our standalone stores as long as you have your receipt.
Alternatively, you can send your return by post.
Please always include a daytime telephone number and your email address in case we need to contact you about the return.
If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number and customer number if possible. Please let us know what you are returning and why.
Make sure your items are securely wrapped and send your return to:
Returns at Woodcock & Cavendish
71 Shelton Street
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
WHAT IF THE ITEM IS FAULTY?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 28 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.
If a fault develops outside of the 28 day return period, contact us by email before you return the item so we can discuss the fault with you and agree the best way forward.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift card to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN?
Once your parcel has been received by our team it can take up to 5 days to fulfil your request.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 days, please contact us.