(updated July 2021)
Please ensure you contact us first via email or telephone should you wish to return an item.
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website and via email.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
1.6 Due to most of our products being personalised it is not possible to return unless we have made a mistake - however please contact us first for a chat to see if we can resolve the situation.
2. Returns - unwanted or cancelled purchases
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 30 days following the date of delivery of the product to you;
(b) the returned product is unused and undamaged, with labels intact and in its original unopened packaging (with any seal or shrink-wrap intact) 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.
2.2 Returns - damaged or faulty
In the unlikely event that the product you receive is damaged or faulty you must contact us via email or telephone (details at the bottom of the page) within 5 days of receiving the product, we will be happy to help you through the procedure set out here;
(a) please where possible take photographs of the product and packaging as soon as possible these can be emailed to: firstname.lastname@example.org;
(b) We will test any returned item, if the item is found not to be faulty we will return the item to you and you will be liable for the cost of the re-delivery postage;
(c) we will deal with any problem case by case, generally this will include processing a return of the item which will be replaced or a refund will be issued;
(d) we aim to deal with any problem normally within 30 days of first contact with us concerning your damaged or faulty item;
(e) we cannot offer an exchange or refund should the damage of occurred after the item was delivered to you and due to misuse or accidents, all products are visually inspected before sending out;
(f) you comply with the procedure set out in this policy in relation to the return of the product; and
(g) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us via email email@example.com to obtain a return authorisation number and/or fill in a returns form that we will send to you, and then send the product to us with a covering note quoting that number;
3.2 If the product is faulty or you receive it damaged please where possible take photos of the product and packaging as soon as possible and send to us via email: firstname.lastname@example.org and we will guide you through this process, please see 2.2;
3.2 Products returned under this policy must be sent including a covering letter via Royal Mail Signed For delivery or a courier of your choice requiring a signature to:
Rocky & Roxy
Address to be supplied
3.3 You will be responsible for paying postage costs associated with returns under this policy, and if an exchange is required you may also be liable for the postage of this order.
We cannot take responsibility for any missing or damaged parcels so please package the item well (preferably in its original delivery box) and ensure you send it to us with a "signed for" delivery service
4.1 The following types of product may not be returned under this policy:
(a) cleaning products, toiletries and cosmetics;
(b) any product made to your specification;
(c) any product made to order;
(d) any product personalised or adapted for you;
(e) loyalty points; or
(e) gift vouchers.
5.1 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.
5.2 We will not refund to you the original delivery charges relating to the returned product
5.3 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.4 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
6. Improper returns
6.1 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 dispose of the returned product in our sole discretion without any liability to you.