Returns, Refunds and Cancellations
Returns Policy.We want you to be completely satisfied with your order. You can return unopened items for a refund provided you notify us that you wish to cancel your order within 7 days of receipt.
However the following items are excluded and cannot be cancelled and returned.
- Paper and Card that we have already cut to size for your order (this covers all our paper, card and single fold cards except for that in our office papers section unless stated differently)
- Items that are to special order only may not be cancelled once we have placed the order with our supplier.
- Any item that has been specially customised for you.
To obtain a refund for the cost of the goods you must notify us by e-mail within 7 days of receipt that you intend to return the goods and they must be returned to us unused and in their original condition and packaging within a further 7 days of your notification to us. Goods are returned at the customer's expense.
We are happy to refund payment for goods provided you have notified us beforehand, they are returned in unused and resalable condition and with their original packaging. We will refund customers the invoiced price of the goods only, not the original delivery charge. Where the original order qualified for free delivery we will deduct an amount to cover the cost of the original delivery, this will not exceed 10% of the order value.
Items that are ordered as a set must be returned as a complete set. Individual parts of the set cannot be returned on their own.
If you require a replacement item, you should order it in the usual way from this website.
If your order qualified for a free gift, the free gift will need to be returned in perfect unopened condition with the return. Please ensure you are happy with your purchase before you open your gift. Should an order be returned without the free gift enclosed a charge of £20.00 will be applied to cover costs of the gift offer.
Should an item be returned that we do not offer returns on this will only be returned to you if you pay the delivery costs.
Consumers within the United Kingdom and the EU have additional rights under the "The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations" these are detailed below.
The cancellation period is increased to 14 days from receipt and goods must be returned within 14 days from the notification. Notification can be by any method although we prefer email or our Contact Form you can also use the Model cancellation form which can be downloaded here. The cost of our standard (cheapest) delivery option will also be refunded. If you requested an enhanced delivery service this will not be refunded.
Returns Procedure.
When you notify us of your wish to cancel your order we will issue a returns authorisation number which must be shown near to our address on the outside of your returned package. Returns received without a returns authorisation number will be refused and given back to the delivery company.
You are responsible for any items to be returned whilst in your possession and until we have signed for and accepted delivery. Items are to be returned at your expense by a method that grants you adequate insurance for loss or damage. We are not responsible or liable for items lost or damaged while being returned to us.
Items should be packed in packaging that affords adequate protection from loss or damage while being returned to us.
Cancellation before your order is despatched.
You may cancel your order in full or just part of it at any point before it is despatched. Once your order has been packed and booked in with our carrier for collection it is considered as despatched even though it may still be on our premises.
However the following items are excluded and cannot be cancelled.
- Paper and Card that we have already cut to size for your order (this covers all our paper, card and single fold cards except for that in our office papers section)
- Items that are to special order only may not be cancelled once we have placed the order with our supplier.
- Any item that has been specially customised for you.
To cancel an order you should contact us by e-mail or use our Contact Form as soon as possible, please quote your order number and tell us just which items you wish to cancel. We will refund in full any items cancelled.
Faulty or Damaged Goods.
If you receive damaged or faulty goods you must notify us within 3 days of receipt. You should email us or use our Contact Form to let us know. At our discretion you will be entitled to either a refund or a replacement. Do not return the goods unless we ask you to and provide you with a returns authorisation number. If we ask you to return the goods to us and providing you return them using the method we have suggested (or one costing no more), we will refund the postal costs incurred in returning them. Should we at our discretion agree to accept the return of faulty or damaged goods after 3 days of receipt the cost of returning the goods will be your responsibility.
Orders Returned by the Carrier (unable to deliver).
If when delivery is attempted the carrier is unable to deliver your order due to you providing us with an incomplete or inaccurate delivery address, or the delivery is refused, or nobody is available to receive the delivery, you will then be liable for any additional costs incurred. If it is returned to us by the carrier and you want us to treat it as a return then we will refund you in accordance with our returns policy, less any return costs levied on us by the carrier. (Note: items that are not covered by our returns policy will not be refunded)
Refunds.
Refunds will be processed as soon as possible. for unopened goods returned under our returns policy this is usually within 3 working days of receipt. For opened or faulty goods refunds will not be made until the goods have been examined by us or if necessary by the manufacturer or other third party. In all cases where a refund is due it will be made no later than 14 days after we receive the returned goods. Refunds will always be made in the same form as the original payment where possible. If we cannot refund your original payment method (e.g. if a card has expired) we reserve the right to issue a credit to the value of the refund for use on our website.
If your original order qualified for free delivery or other offer and by returning item(s) reduces the value of your order to an amount so that it no longer qualifies for the original offer or discount then the discount applied to your original order will be deducted from your refund.
Exceptions.
Should we (at our sole discretion) agree to accept the return of items outside the scope of the above returns policy or after the time limit for returns we reserve the right to deduct a 15% administration fee from the amount credited and to deduct the original cost of delivery if it was greater than the original delivery charge on your order. Where we agree to accept returns outside the scope of our returns policy we reserve the right to issue a credit to the value of the refund for use on our website.
This policy does not affect your statutory rights.
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