Returns & Refunds
Returns / Refund Policy
Return Locations for Online Purchases Please contact firstname.lastname@example.org for further details.Proof of Purchase Please note that all returns, refunds, exchanges or repair requests must be accompanied by any of the following Proof of Purchase documents: ▪ Tax Receipt/Invoice (for items purchased online) ▪ Original return/exchange receipt Change of mind Please choose items carefully as we do not provide refunds for incorrect choice. Special exceptions ▪ We cannot provide refund or exchange on the following items: custom made products, single pens or markers and books When are customers entitled to a refund? When the product: ▪ Has a fault that was not known by the consumer at the time of purchase ▪ Does not match the sample the customer was shown or does not fit their description Customer and staff may negotiate other solutions such as repair or replacement but under these circumstances a customer has a legal right to receive a refund. When you are not entitled to a refund? (Information from the office of Fair Trading) ▪ When they changed their mind about a product. This includes when a customer has found a cheaper product elsewhere, has bought a gift that is unsuitable, or their circumstances have changed and they no longer require the goods. ▪ If they knew, or should have known about a fault when the goods were bought, for example as seconds. ▪ If they are unable to prove from whom and when the item was purchased. ▪ If the product was custom made or is a gift voucher, single pens, marker, spray or book.
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