CHANGE OF MIND
Your distance-selling cancellation rights.
For most products bought online, a consumer may cancel without giving a reason by telling us within 30 days after the day the goods are delivered. If an order is delivered in separate lots, the period normally runs from the day after the final lot is delivered.
Email care@charlottevane.co.uk with your order number and a clear statement that you wish to cancel. You may use the model cancellation wording below, but you do not have to.
To Charlotte Vane, 37 Castlefin Rd, Castlederg BT81 7EB, United Kingdom: I give notice that I cancel my contract for the sale of the following goods: [goods]. Ordered on/received on: [date]. Name and address: [details]. Date: [date].
Returning cancelled goods
After cancelling, send the goods back without undue delay and no later than 30 days after telling us. Keep proof of dispatch. Unless the item is faulty, damaged or not as described, you are responsible for the direct return cost. Furniture return costs can be substantial; contact us before arranging a return so we can explain the available collection options.
Take reasonable care of goods. We may reduce a refund to reflect loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, similar to what would be permitted in a shop.
Refund timing
We will refund eligible payments, including the basic outbound delivery cost, within 14 days after we receive the goods back or you provide evidence of sending them, whichever is earlier. Additional cost for an enhanced delivery option is not refundable beyond the basic service. Refunds are normally made to the original payment method.
Exceptions
The cancellation right may not apply to goods made to your specifications or clearly personalised, sealed goods not suitable for return for health or hygiene reasons once unsealed, or other statutory exceptions. Any relevant exception will be identified before purchase.
Faulty, damaged or misdescribed goods
Contact us promptly with photographs and your order number. Consumers have statutory rights when goods are faulty, not as described or not fit for purpose. This policy does not limit those rights.