IN STORE RETURNS

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We hope you are happy with your purchase. Unfortunately, we only offer refunds or exchanges on goods if the item is damaged or is found to be faulty.

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Your UK statutory rights are not affected by our returns policy. In particular, you have rights to return goods that are faulty (meaning not of satisfactory quality, not fit for purpose, or not as described) in accordance with the Consumer Rights Act 2015, where different time periods may in some circumstances apply.

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ONLINE RETURNS

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Unfortunately, we only offer refunds or exchanges on goods if the item is damaged or is found to be faulty.

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Your UK statutory rights are not affected by our returns policy. In particular, you have rights to return goods that are faulty (meaning not of satisfactory quality, not fit for purpose, or not as described) in accordance with the Consumer Rights Act 2015, where different time periods may in some circumstances apply.

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Please note that alongside your rights above, by law, customers in the European Union also have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered.

 

To cancel your purchase within the fourteen-working-day cooling-off period, the above procedures should be followed. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is faulty.

 

For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, visit the Department of Trade and Industry's website.

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Follow these steps to return your online purchase to our shop:

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1. Package your return. All individual items (other than those which are faulty) must be in a saleable condition and returned in their original protective packaging with the barcode(s) and/or tags intact, while the outer packaging can be of your choice (i.e. box, envelope, etc.). Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used.

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2. Remember to include your order number and your details, the goods you are returning and the reason through the 'reason for return' code. 

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3. Send your parcel to:

Austin & Co, 37 Worcester Road, Malvern, Worcestershire, WR14 4RB

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4. Post it! Please make sure you return items through a traceable service for your safety. The parcel is your responsibility until it reaches our shop, so we strongly recommend you obtain a proof of postage, as without this we will be unable to assist you further. Please note that you will be responsible for the costs of returning the items to us unless faulty.

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When returning your purchase please allow 28 days from the day the parcel is posted for your refund to be processed or your replacement to be despatched. We will email you to let you know when your refund or your replacement order has been processed. Refunds will be processed within 7 days of receiving your parcel. It may take up to 7 days for the refund to show in your account.

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Your UK statutory rights are not affected by our returns policy.

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POSTAGE & PACKAGING

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If we have sent a product in error or it is faulty, we will refund the postage and packaging charges you have paid to receive and return that product, unless it was sent to you with other products which you are not returning.

 

In order for us to refund the postage and packaging charges you have paid, please ensure you enclose a copy of your receipt detailing the charges. Failure to do so means we will only refund you the value of the item/s we have received.

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UNDELIVERABLE PACKAGES​

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When a postal carrier returns an undeliverable package to us we issue a full refund (excluding delivery charges).

We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products, you're welcome to place a new order. A package may be 'undeliverable' because the address provided was incorrect or, following a failed delivery attempt, it has not been collected from the local collection office and has subsequently been returned to sender.

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