8 YOUR RIGHTS TO END THE CONTRACT
8.1 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.
8.2 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 8.2.1 to 8.2.4 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
8.2.1 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
8.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control;
8.2.3 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of 4 weeks or more; or
8.2.4 you have a legal right to end the contract because of something we have done wrong.
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.
8.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of any products which are bespoke or which have been custom made or designed for you.
8.5 How long do I have to change my mind? You must notify us within 14 days of the date on which you place your order with us if you wish to change your mind. You have a further 14 days from the day you (or someone you nominate) receive the products, unless your products are split into several deliveries over different days, to return the products to us in accordance with clause 9.2. If your products are split into several deliveries over different days, you have 14 days from the day you (or someone you nominate) receive the last delivery to return the products to us. If you notify us that you wish to change your mind outside of the 14 day period as set out in this clause, acceptance of the cancellation of your order shall be at our discretion.
9 HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
9.1.1 Phone or email. Call us on 07530 532239 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.1.2 By post. Print off the returns form and post it to us at the address on the form. Or simply write to us at Megan Ferris, 94 Walton Street, London, SW3 2HH, including details of what you bought, when you ordered or received it, your order number and your name and address.
9.2 Returning products after ending the contract. If you end the contract for any reason after the products have been dispatched to you or you have received them, you must return them to us. You must post them back to us using a recorded or tracked delivery service to Megan Ferris, 94 Walton Street, London, SW3 2HH. You are advised to obtain proof of postage. If you are exercising your right to change your mind you must return the products, in their original packaging and in a saleable condition together with the receipt, within 14 days of telling us you wish to end the contract. If we receive the returned products after 14 days of you telling us you wish to end the contract, acceptance of the returned products shall be at our discretion.
9.3 When we will pay the costs of return. We will pay the costs of return:
9.3.1 if the products are faulty or not as described; or
9.3.2 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.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below. Please note, we cannot refund you the price for the products if you have worn or damaged the products.
9.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
9.5.1 We may reduce your refund of the price (excluding delivery costs) 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. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.5.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
9.6 When your refund will be made. Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. It may take up to 10 days for the refunded amount to be credited to your account. For information about how to return a product to us, see clause 9.2.