1 Let us Know
We try really hard and have set in place systems to make sure that you get the gifts which you ordered delivered safely and in good condition. Most of the time we get it right. From time to time, however, things do go wrong and we send out defective or the wrong products or products are damaged in transit. Occasionally products ordered do not even arrive. When this happens we aim to correct the problem as quickly as possible for you in accordance with our policies and procedures below and learn from the problem to reduce the chances of it happening again.
As soon as you realise that there is a problem with your order, please
contact us giving your order number and all relevant details of the problem. In some cases you may find it helpful to provide photographs, for example, to show damage.
2 What’s the Problem?
For all of the problems listed below, once we have got full details from you we shall at our discretion either make a refund to you or, if available, send replacement products. If you ordered a set of products or more than one product, we reserve the right only to replace or make a refund in relation to the damaged, incorrect or missing product or products. All refunds and any replacement of products shall be made subject to the provisions below. Nothing in this policy shall affect your statutory rights.
- Some products missing
- Products not arrived within 10 working days
- Some or all products damaged
- Incorrect products
Please also note that if we have reason to believe that products which have not arrived in 10 working days will arrive within the next 5 working days, we may require you to wait for a further 5 working days before we either refund your payment or send replacement products.
3 Returning Products to Us
As a condition of any refund of monies paid to us or replacement of products sent, we may, at our discretion, ask you to return the damaged products or products sent to you which you did not order to us. If we do, we shall usually send you a return label which will enable you to arrange for the products to be collected and returned to us without charge to you. In some cases, however, we may ask you to return the item to us and we will refund the cost of the return postage. We cannot accept responsibility for return items lost in the post, so please make sure that you choose a method of delivery which can be tracked e.g. Royal Mail Special Delivery.
Please include your full contact details and your order number when returning the products to us.
4 Some Products in a Gift Boxes Missing, Damaged, Incorrect or Defective
If you receive a gift box and some of the items in the box are correct and in good condition whilst another item or other items are missing, damaged, incorrect or defective, then we may, at our discretion, choose to send replacements for the item or items to which the problem relates.
5 Refund of Delivery Charges
If you order more than one product or set of products from us and we make a refund in relation to one or more but not all of the products or sets of products, then the delivery charge which you paid shall not be refunded.
6 I Just Do Not Want the Products Ordered
Even if there is no error on our part you may, by law, withdraw from a purchase from us within seven working days of the day after the products are delivered (the cooling off period).
Where you are withdrawing from the purchase under the cooling off period and there has been no error on our part, we will refund the cost of sending the products to you and the cost of the products as follows:
- Where you are returning one or more products from a larger delivery to the same address, we shall not refund the delivery charge
- If we collect products from you, we reserve the right to deduct the cost of collection from you by way of deduction from the refund or otherwise.
We shall not refund your costs in returning products to us or any other services provided to you in connection with your purchase unless you return the products to us because of an error on our part.
This policy forms a part of the
Terms and Conditions of this website and shall be deemed to be incorporated within any contact to purchase products or services from Spotty Gift Boxes Limited via this website.
