Under the Consumer Rights Act 2015 you are entitled to return goods if they are faulty, or not as described.
When buying many goods online, you have an additional right under the Consumer Contracts Regulations to change your mind and obtain a full refund, but that right does not apply to goods that are made to the consumer’s specifications.
We try to be accommodating and therefore do offer a returns policy as set out in our terms and conditions, which we have summarised below.
1. Cancellation and Returns
1.1. Subject to clauses 1.2 to 1.5 (inclusive), our refunds policy applies to any standard purchases. Please review the refunds policy here. For orders with multiple shipments, the 14-day returns period starts from the last delivery date.
1.2. The refunds policy is subject to the following exclusions:
- Customised Products: Products cut, made to measure, or otherwise customised to your specifications will not be exchanged or refunded unless faulty or incorrectly delivered.
1.3. You must keep the Product(s) you wish to return in your possession and take reasonable care of them at all times while they are in your possession. This means you must not use the Products, except to the extent reasonably necessary to inspect and examine them.
1.4. We reserve the right to make a deduction from the amount of any refund for loss in value of the Products returned where the Products show signs of unreasonable use; for these purposes, unreasonable use includes handling the Products beyond what is necessary to establish their nature, characteristics, and functioning. We may withhold any refund until we have received the Products, or you have supplied proof of return for the Products.
1.5. We reserve the right to require proof of identity before processing any return or refund.
2. Your Rights to End the Contract
2.1. You may be able to end the contract in certain circumstances:
- Faulty or Not as Described Products: If the product is faulty or not as described, you may have the right to end the contract or get a replacement, see Clause 2.2.
- Our Actions: If you want to end the contract due to our actions or planned actions, see Clause 2.3.
- Exercising your right to change your mind if you are a consumer, see Clause 2.4.
2.2 Ending the contract because of faulty or not as described product:
- Where we may be at fault, every effort will be made by us to remanufacture any replacement pieces required to properly fulfil your order. We will ask you to provide photographs of any damage or quality issues within 3 working days, so that we can bring the problem to the attention of our staff or to the delivery firm if necessary. Our customer services team will liaise with you to find the best solution for you. Contact us to report any issues. Call +44(0)28 9442 8288 or email shop@sammouldings.co.uk.
- If, having received substandard or damaged items, you wish to cancel your order, we will accept a full return of the goods to us and will issue a refund to you of the full amount originally paid to us by you for the goods in question. We will also help to arrange collection of the goods from you and cover the cost of the collection.
- Contact us as soon as possible and within 14 days of delivery to report any issues. Call +44(0)28 9442 8288 or email shop@sammouldings.co.uk.
2.3. Ending the contract because of something we have done or are going to do:
- Changes to Product or Terms: We informed you of an upcoming change to the product or these terms which you do not agree with.
- Pricing Errors: We told you about an error in the price or description of the product, and you do not wish to proceed.
- Supply Delays: There is a risk that supply may be significantly delayed due to events outside our control.
- The contract will end immediately, and we will refund you for any undelivered products.
2.4. Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013):
- Change of Mind: If you are a consumer, you have a legal right to change your mind within 14 days for most products bought online and receive a refund. This does not apply to bespoke goods made to your specification. We are not obliged to offer refunds for such products or items ordered in error.
2.5. Changing your mind about products not made to order:
- You can change your mind up to 14 days after receiving the product.
- Standard Shipping Orders – Within 24 Hours: If you change your mind within 24 hours of placing an order with standard shipping, you can cancel for a full refund.
- To cancel your order, you must arrange to return the products to us. You are responsible for the cost of returning an item back to us. We can advise on a small number of national couriers which may be able to help you with this, so just give us a call and we will be happy to help.
2.6. Bespoke products:
- Standard Shipping: If you change your mind within 24 hours of placing an order with standard shipping, you can cancel for a full refund.
3. How to End the Contract with Us
3.1. To end the contract:
- Contact our customer service team at +44(0)28 9442 8288 or email us at shop@sammouldings.co.uk.
3.2. Returning products after ending the contract:
- Arrange to return the products to us. You are responsible for the cost of returning an item back to us. We can advise on a small number of national couriers which may be able to help you with this, so just give us a call and we will be happy to help. We recommend that you send the goods back by Special Delivery (fully insured) and ensure that the goods are well packaged. If the goods are damaged in transit due to inadequate protection, we will be unable to refund.
- After receiving your return we will refund you via your original payment method (excluding original shipping costs) within 5 working days.
3.3. We will pay return costs if:
- Faulty or not as described products have been delivered.
4. Our Rights to End the Contract
4.1. We may cancel our agreement by notice in writing if:
- You breach our agreement.
- You become unable to pay your debts when due.
- Insolvency or bankruptcy proceedings are or are reasonably likely to be commenced against you.
4.2. If we end the contract:
- We will refund any money paid for undelivered products but may deduct reasonable compensation for incurred costs.
4.3. We may withdraw the product:
- We will inform you and refund any pre-paid amounts for undelivered products.
5. Changes to your order
5.1 In terms of amendments to the specification of your goods after the order has been placed, but before delivery, we will do our best to honour those (but additional charges may be incurred). We cannot make alterations once your order has been shipped.
For any queries, please contact our customer services team on +44(0)28 9442 8288 or email shop@sammouldings.co.uk.