CONSUMER RIGHTS ACT 2015
FOR TRANSACTION MADE IN OUR RETAIL SHOPS THE FOLLOWING TERMS OF THE ACT APPLY
30-day right to reject
Under the Consumer Rights Act, you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described and get a full refund - so long as you do this quickly. This right is limited to 30 days from the date you buy your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault.
Unsatisfactory quality, or unfit for purpose does not include purchases where you have changed your mind, purchased the wrong item, an unwanted gift or faults/damage subsequently caused by yourself or a third party. In these cases, you are legally not entitled to a refund however an exchange may be offered at the discretion of the shop manager, or if we no longer stock the product directly with the maker.
In all cases of a refund or exchange, we will need to log your personal details on our form to complete the transaction.
Repair or replace
If you are outside the 30-day right to reject, you must give us one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described. You can ask us to repair or replace faulty goods but we can normally choose whichever would be cheapest or easier for us to do. If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product. You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:
- the cost of the repair or replacement is disproportionate to the value of the goods or digital content
- a repair or replacement is impossible
- a repair or replacement would cause you significant inconvenience
- the repair would take an unreasonably long amount of time
If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to receive a refund of up to 100% of the price you paid or to reject the goods for a full refund. If you don't want a refund and still want your product repaired or replaced, you have the right to request us to make further attempts at a repair or replacement.
The first six months
If you discover the fault within the first six months from purchase, it is presumed to have been there since the time of purchase - unless we can prove otherwise. During this time, it's up to us to prove that the fault wasn't there at the point of purchase - it's not up to you to prove that it was. If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction - if you wish to keep the product. No deduction can be made from a refund in the first six months following an unsuccessful attempt at repair or replacement. If you'd prefer to keep the goods in question you can request an appropriate price reduction.
Six months or more
After the first six months, the burden is on you to prove that the product was faulty at the time of delivery. In practice, this may require some form of expert-report, opinion or evidence of similar problems across the product range.
Contact your local trading standards office with any queries regarding this notice.