5. CANCELLATION AND RETURNS POLICY
5.1 If you wish to cancel your order:
(a) you can notify us by email to email@example.com before we have despatched the goods to you; or
(b) where goods have already been despatched to you unless the product in product in question is a “special order”, we reserve the right to make a 25% handling charge, by returning goods to us in accordance with clause 5.4.4 below.
5.2 Goods you have ordered from our stock range of lighting can be returned to us at any time within 14 days of receipt for a full refund or exchange. The costs of returning stock to us shall be borne by you.
5.3 Upon receipt of the goods we will give you a refund of the amount paid or an exchange credit as required, provided it is in fully resaleable condition. We will consider the overall condition of the product being returned when making a refund.
5.4 The rights to return the goods to us as referred to in clause 5.2 and 5.3 will not apply in the following conditions:-
5.4.1 In the event the product has been used.
5.4.2 If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from the refund amount.
5.4.3 When goods are not from our standard product collection and have been specially ordered there will be a 25% handling charge on the value of the returned goods.
5.4.4 We are unable to accept the return of goods where the goods have been ordered as a custom product made to special order, or modified in any way at the customers request.
The provisions in clause 5.4 does not affect your statutory rights.
5.5 Where goods have been damaged in transit you must record any damage to the package on the driver’s consignment sheet when the parcel is delivered. You must then notify us within 48 hours of receipt giving a clear description of the damage that has occurred to the goods to firstname.lastname@example.org The company shall not be liable for any claim for non-delivery unless the claim is notified to them within 14 days from the invoice date.
5.6 For the avoidance of doubt: The company will not replace goods claimed to be defective until it is confirmed the fault is not the result of improper use or installation.
5.7 Defective / faulty items can be returned to us, once you have been issued with a returns number by contacting sales by telephone or email to email@example.com Defective / faulty items must be reported to us within 14 days of receipt of goods. We will require reasonable time for testing and assessing the reported fault. (Average assessment time is 24 hours from receipt of the returned item(s), excluding weekends and public holidays) Once the item(s) has been determined faulty subject to clause 5.6, we will either replace or refund where applicable. The initial cost to return the item(s) shall be borne by the customer and will be refunded based on the Post offices second class carriage charges applicable at the time, or at a proportioned cost of the original carriage cost as borne by Abbeygate Lighting Online Limited at the time of despatch, or whichever is the lesser.
5.8 If an item is found to be not faulty, we reserve the right to charge an additional carriage charge to return the item(s) to you, our customer.