Please find our delivery and returns policy below – we aim to make things simple but if you have questions please email us: [email protected]
Note – This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Protection (Distance Selling) Regulations 2000).
1.1 You are entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 28 days following the date of dispatch of the product to you;
(b) the returned product is in its original packaging with any labels and swing tickets still attached, and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
2. Returns procedure
2.1 In order to take advantage of your rights under this policy, you must contact us to obtain return authorisation and then send the product to us as directed.
2.2 Products returned under this policy must be sent by the courier specified by us wherever you are in the world. We will send a prepaid returns label after you contact us for our courier of choice (usually myhermes or collect+).
2.3 We will pay the costs associated with the return of products in accordance with the terms of this policy.
2.5 All returns must be sent to: Arefay North Ltd, 5 The Avenue, Murthly, Perth PH1 4DU
3.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
3.2 We will not incur or refund to you any custom duties, which arise through the delivery of our products across international borders. These charges are your sole responsibility in any event and we urge you to understand any duties which may be incurred prior to placing an order with us
3.3 We will refund any money received from you using the same method originally used by you to pay for your purchase.
3.4 We will process the refund due to you as soon as possible and, in any event, within 10 days following the day we receive your returned product.
4. Improper returns
4.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
5. Free delivery & returns – All mainland UK addresses
5.1 We offer free standard delivery to all mainland UK addresses on all orders.
6. EU deliveries
6.1 We offer £10 flat rate delivery to EU addresses.
6.2 Returns from EU addresses are free.
7. Delivery methods and periods
7.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, the typical period for delivery of products by this method is 3 working days
(b) If our delivery address is in the EU, the typical delivery period is 7 days.
7.2 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
8. Receipt and signature
8.1 All deliveries must be received in person at the delivery address, and a signature must be provided.
9. Delivery problems
9.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website.
9.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
9.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
10. International Deliveries & Returns
10.1 Please contact us to discuss: [email protected]