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What are my Consumer Contract Regulation rights?

The Consumer Contracts Regulations 2013 offers you cancellation rights when you buy by distance, for example online or by post.

The Regulations state you may cancel your order provided you exercise your right to do so within 14 days. The 14 days starts the day after the date of delivery. The Regulations also state that goods must be returned within 14 days of exercise of your cancellation rights. Our returns policy simplifies this to require returns within 30 days of collection or delivery.

The Regulations don’t apply to all goods. It’s not possible to return goods which are liable to deteriorate or expire rapidly; goods which are made to your specification or clearly personalised; goods sealed for health protection or hygiene reasons (if unsealed); audio, video recordings or computer software (if unsealed).

If you wish to exercise the right to cancel, you must tell us by using a clear statement. We accept return of goods to our stores within 30 days or, where goods have been delivered, please contact us within 30 days. Returns are at your cost except where we state otherwise. You’re required to take reasonable care of the goods until they’re returned. We’ll refund you using the payment card used at purchase within 5-7 days of our receipt of the goods. We’ll refund any standard outbound delivery charge provided all goods are returned.

We may deduct from any refund an amount to reflect the loss in value of the goods as a result of any unnecessary handling by you.

Your statutory rights are not affected.

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