Cancelling
Orders
You have the right to return
or cancel your order for any reason but please note that there
are some exceptions.You
can cancel at any time until the end of the seventh working
day after the day on which you receive your goods...or...the
end of the seventh working day after the day on which the
trader agreed to go ahead with the service. But please note
that you might lose your right to cancel once the service
has started.
You also have a further three
months to cancel if you were not given all the necessary written
information. If the trader gives you this information late,
but still before the three months are up, you will have seven
days to cancel from the day you receive that information.
How to cancel...
To cancel your order, you must tell the seller in writing
- by letter, fax or e-mail.
Refunds after cancelling...
If you have already paid for the goods or services, the seller
must refund your money within 30 days of you cancelling the
agreement. If you have paid for the goods by a credit agreement
suggested or organised by the seller, the agreement will be
automatically cancelled.
When you can't cancel...
Please note that there are circumstances when you cannot cancel
unless the trader has given you a specific contractual right
to do so. These are if:
- The trader has already started
to provide the service within the cancellation period and
you have agreed to this. You must have been told in writing
- before the supplier agreed to carry out the service - that
you would then lose your right to cancel.
- You had the goods made to your specifications or personalised.
- The items are likely to go off or deteriorate quickly, such
as flowers or fresh foods.
- The goods by their nature cannot be returned.
- You have opened sealed audio or video recordings, or computer
software.
- They are newspapers, periodicals or magazines.
- You bought betting, gaming or lottery services.
- The price is dependent on fluctuations in the financial
market.
Faulty goods...
You are entitled to reject the goods and get your money back
if the goods:
- Are faulty.
- Are not of satisfactory quality.
- Do not match how they were described.
- Are different to the ones you ordered.
If it takes a while before you
notice the goods are faulty, you might only be entitled to
claim compensation. This could be the cost of repair or the
cost of returning the goods for a free repair. Check whether
you are covered by a guarantee. Remember, guarantees add to
your legal rights - they don't replace them.
What to do...
If you think a company is making misleading claims or falsely
describing goods, it might be breaking the law and you should
contact Consumer
Direct.
If you think a company has made
misleading claims in an advertisement, you can contact the
Advertising
Standards Authority.
Returning goods..
If your contract says that you should return the goods, you
will probably have to pay the cost of returning them. If you
choose not to return the goods yourself, the supplier can
arrange to collect them - but still charge you for the cost
of recovering them. Before the seller can collect the goods,
you must be given a written notice in a letter, email or fax
- at the latest, at the time the goods are collected.
While you have the goods, you
must not sell them or give them to anyone else. You should
also take reasonable care of them and make sure they are not
damaged.
Remember - your rights may vary
when you have a contract with sellers who are based outside
the UK.
If you cancel,
you might have to pay for the cost of returning the goods
- and that could be expensive
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