(TRADING AS STOPBREEZE LTD)
We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.
If you have any questions about making a return, or about the contents of this policy, you can contact us via email on: firstname.lastname@example.org
If you change your mind
This section sets our policy in respect of ‘change-of-mind’ returns. Please refer to the section below in relation to faulty items.
If you change your mind after you place an online order, you will have 15 minutes after placing your order to cancel it. You can do this by emailing: email@example.com
If payment has not yet been taken, we will not charge you after you have cancelled your order. If payment has already been processed, a refund will be sent to your original payment method. If you are out of time to cancel your order, you can still return the items to us following the steps outlined below.
If you change your mind and would like to return your item, you should notify us of this within 14 calendar days of you receiving your item.
In order to return your item you should:
1. Ensure that the item is still in the same condition that they were in when they were purchased, with all tags and packaging intact.
2. Notify us within 14 days that you would like to return the item by:
3. Once you have notified us of your return, you will receive an acknowledgement and instructions confirming how to return your item to us. Returns should be returned to us via: THE USE OF A SUITABLE COURIER CAPABLE OF SECURING STOPBREEZE PRODUCTS SECURELY TO PALLETS TO PREVENT DAMAGE.
4. You must cover the postage and shipping costs of your return. Shipping instructions and a shipping label will provide to you. The cost of the shipping will be deducted from your total refund amount.
5. You must ensure that your item is returned to us within 7 calendar days of us acknowledging your return request.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome of this. If your item is returnable, your refund will be sent to your original payment method within 14 calendar days.
Please note that some items may be excluded from our change-of-mind returns policy. If this is the case, this fact will always be marked on the non-returnable products and made clear to you at the time of your purchase. Items which are non-returnable include:
Customised or branded products of any nature, including but not exclusive to: bespoke coloured products; non-standardised sized products
This section does not affect your statutory rights. If your item is faulty or unsatisfactory, please refer to the section below.
Returning a faulty item:
The goods that you receive from us must be:
- of a satisfactory quality;
- fit for purpose; and
- match any description, sample or model by reference to which they were sold
We really hope that you will not need to return a faulty item to us. If you do need to do so, you should follow the instructions in this section.
If you are returning a faulty item within 30 calendar days of receiving your goods (or them being installed, if we have installed them for you) you can request a full refund from us.
If you are returning a faulty item after this period you may request a repair or replacement from us in the first instance. If you are still not happy after a repair or replacement, you may be entitled to all or some of your money back, in accordance with your consumer rights.
If the issue relates solely to a faulty installation, you may request that the item is repaired or replaced and re-installed.
How to return a faulty item:
If your item is faulty, you should:
1. Notify us of the fault by emailing firstname.lastname@example.org
2. Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us.
3. We will cover the postage and shipping costs of your return. We will send you a shipping label for: THE USE OF A SUITABLE COURIER CAPABLE OF SECURING STOPBREEZE PRODUCTS SECURELY TO PALLETS TO PREVENT DAMAGE DURING TRANSIT.
4. The courier will usually specify that the label should be used within a fixed period. You will be provided with instructions about this with the shipping label.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome. If you are entitled to a refund, this be sent to your original payment method within 14 calendar days following the outcome of the quality check.
If you are entitled to a repair, replacement or re-installation, we will usually arrange this within 28 calendar days following the outcome of the quality check.
The rights in this section exist separately from any guarantee you may also have. Please contact us if you would like to discuss your guarantee.