Consumer Returns

The following clause is taken from our full Terms & Conditions.


This clause only applies if you are a consumer.

15.1           If you are a consumer, you have a legal right to cancel a Contract under Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.) during the period set out below in clause 15.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep the Goods, you can notify us of your decision to cancel the Contract and receive a refund.

15.2           However, this cancellation right does not apply in the case of:

(a)          any made-to-measure or custom-made Goods including lampshades, hurdles, coffins, tunnels,  domes and baskets

(b)          newspapers, periodicals or magazines

(c)          perishable goods such as Living Willow products

(d)          software, DVDs or CDs which have a security seal which you have opened or unsealed

(e)          tissue papers and glue which have packaging or a seal which has been broken

15.3           Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation, which is when the Contract between us is formed if you ordered by telephone, e-mail or fax. If you order Goods via our site payment is taken on Checkout and your right to cancel, with the exception of the Goods listed in clause 15.2, starts when you receive the e-mail acknowledging your order. If the Goods have already been delivered to you, you have a period of 14 (fourteen) calendar days in which you may cancel, starting from the day after the day you receive the Goods.

15.4           To cancel a Contract, please contact us. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us.

15.5           Subject to clause 15.8 (c) you will receive a full refund of the price you paid for the Goods and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case within fourteen calendar days of receiving the Goods back or proof of the return of the Goods if that is sooner. If you returned the Goods to us because they were faulty or misdescribed, please see clause 15.6.

15.6           If you have returned the Goods to us under this clause because they are faulty or misdescribed, we will refund the price of the defective Goods in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us. The Goods must be returned to us in the same condition that they were dispatched.

15.7           We will refund you on the credit card or debit card used by you to pay. If you did not pay by credit or debit card we will refund you in the manner in which you originally paid i.e. PayPal account, cheque or cash.

15.8           If the Goods were delivered to you:

(a)          you must return the Goods to us as soon as reasonably practicable;

(b)          unless the Goods are faulty or not as described (in this case, see clause 15.6), you will be responsible for the cost of returning the Goods to us;

(c)          you have a legal obligation to keep the Goods in your possession and to take reasonable care of the Goods while they are in your possession.

15.9           Details of your legal right to cancel and an explanation of how to exercise it are provided in the Dispatch Confirmation.

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