1. Your rights to end the contract
1.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
1.1.1 If what you have bought is damaged, not edible or misdescribed you may have a legal right to end the contract (or to get the goods replaced or to get some or all of your money back), see clause 11 of our Terms & Conditions;
1.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 1.2;
1.1.3 If you have just changed your mind about the goods, see clauses 1.3 and 1.4. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
1.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 1.5.
1.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any goods which have not been provided and you may also be entitled to compensation. The reasons are:
1.2.1 we have told you about an upcoming change to the goods or these terms which you do not agree to (see clause 6.2 of our Terms & Conditions);
1.2.2 we have told you about an error in the price or description of the goods you have ordered and you do not wish to proceed;
1.2.3 there is a risk that supply of the goods may be significantly delayed because of events outside our control;
1.2.4 we have suspended supply of the goods for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 4 weeks; or
1.2.5 you have a legal right to end the contract because of something we have done wrong, i.e. because we have delivered late (see clause 7.6 of our Terms & Conditions).
1.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most goods bought online you have a legal right to change your mind within 14 days after the day you (or someone you nominate) receives the goods and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
1.4 When you don't have the right to change your mind. You do not have the right to change your mind if you open any of our goods that are in sealed packaging.
1.5 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clauses 1.1 and 1.4), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
2. How to end the contract with us (including if you have changed your mind)
2.1 Tell us you want to end the contract. To end the contract with us, please email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
2.2 Returning goods after ending the contract. If you end the contract for any reason after goods have been dispatched to you or you have received them, you must return them to us. Please email us at firstname.lastname@example.org for a return label. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
2.3 When we will pay the costs of return. We will pay the costs of return:
2.3.1 If the products are damaged, not edible or misdescribed; or
2.3.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
2.3.3 if you are exercising your right to change your mind.
In all other circumstances, including when you are exercising your right to change your mind, you must pay the costs of return.
2.4 How we will refund you. We will partially refund you the price of the returned item, or in full for a cancelled contract, by the method you used for payment.
2.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind we may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
2.6 When your refund will be made. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. We may offer refunds or replacements solely in our discretion. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.