Returns & Replacements
I'm not 100% satisfied with my product or service, what should I do?
If you're not 100% satisfied with your product, we want to hear from you. Please email firstname.lastname@example.org or use our Orders and Returns form to submit a your query and we will respond as quickly as possible. We take each case individually and this does not affect your statutory rights as a consumer.
In accordance with the Distance Selling Regulations 2000, the customer has the right to a cooling off period of fourteen (14) business days, starting at the time goods are received, to cancel the contract and return goods at their own expense, without having to give a reason. All returns must be indicated beforehand with THE MERCHANT customer service department. All goods must be returned to THE MERCHANT ADDRESS with the completed "Returns Form' found here.
The cooling off period and right to cancel do not apply to contracts, orders for any goods made to your specification, any downloaded goods or unsealed goods.
Only complete and unused goods in perfect condition for resale will be accepted. No refunds or exchanges will be made for incomplete, damaged or unsealed goods, including damage to original packaging. The customer can exercise this right to withdrawal without penalty, excepting the return fee for the goods.