We believe that you will be thrilled with the products you purchase but understand that there may be an occasion where you feel it necessary to return an item. As part of our commitment to customer service, we aim to keep these instances to a minimum and the process as simple as possible.
If you are a consumer you have a legal right to cancel a contract during the period set out below. This means that during the relevant period if you change your mind or for any other reason decide you do not want to keep a product you can notify us of your decision to cancel the contract between us and receive a refund. Please note that this only applies to unopened and unused products. Advice about your legal rights to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
Your legal right to cancel the contract between us starts from the date we send you a dispatch confirmation which is when the contract between us is formed. If the products have already been delivered to you, you have a period of seven (7) working days in which you may cancel, starting from the day after the day you receive the products. Working days means that Saturdays, Sundays and public holidays are not included in this period.
If you choose to cancel the contract we will refund you any money (including delivery charges) which you have paid us for that product. We will process the refund due to you as soon as possible and in any event within 30 calendar days of the day on which you gave us notice of cancellation. All you pay for is the return postage (preferably using Royal Mail Recorded Delivery) of the goods. In order to cancel the contract please contact us by telephone on 0121 523 5535 or email us on firstname.lastname@example.org to inform us that you wish to return the goods and we will allocate you with a returns code. To enable us to deal with your return as efficiently as possible, you will need to detail the returns code on any correspondence relating to the return procedure, including the package of returned goods. For faulty goods or goods which were inaccurately described or incorrect please see below.
Please note we cannot accept returns for product that are used due to hygiene reason.
We will refund you on the payment method used by you to pay.
FAULTY / INCORRECT GOODS:
As a consumer you have legal rights in relation to products which are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect those legal rights.
If you receive an item from us which is faulty/broken or which you did not order, please contact us by telephone on 0121 523 5535 or email us on email@example.com to inform us within 30 days of purchase and we will arrange a refund including any applicable delivery charges or a replacement. In the event of you returning goods to us we will also pay you the reasonable cost of the return postage. Please contact us prior to returning the items and we will allocate you a returns code and we will advise you how to send or whether to send the items back to us. To enable us to deal with your return as efficiently as possible, you will need to detail the returns code on any correspondence relating to the return procedure, including the package of returned goods. We ask that you send the items back to us via Royal Mail First Class (recorded) and include a proof of postage from the Post Office so that we can refund you for your return postage costs.
For help or advice with products after 30 days or purchase, please email us on firstname.lastname@example.org for more information.
TNBL UK Limited
103 Soho Hill
You will be held responsible for the returned item(s) until they reach us. For your reference, we suggest that you use a secure delivery method that requires a signature on delivery.