Our returns and cancellation policy for customers that are consumers is set out below. If you are a business customer, please refer to our Terms and Conditions for details of the relevant terms regarding the return and cancellation of Products and Services you have purchased from us. Please note that this policy applies only to Products and Services ordered using the Site.
This policy together with our Terms and Conditions, contains the terms that govern the use of the Site and the orders you place and purchase.
Any defined terms used in this Returns Policy will have the meaning given to them in the Terms and Conditions.
Nothing in this Consumer Returns Policy affects your legal rights as a consumer, including but not limited to any rights you have under the Consumer Rights Act 2015. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards Office.
RETURNS AND REFUNDS
Non-faulty Products or Services
1.1 If you are a consumer and have received a Product and it is not faulty or mis-described or you decide that you no longer want us to carry out the Services you have ordered then you may cancel the order and obtain a refund for that Product and/or Service (as applicable) provided you notify us in the manner set out in paragraph 1.14 and within the period set out in paragraph 1.16 and, where you wish to cancel an order for Services, provided that we have not already performed those Services. Please see the section, Cancelling an Order below for further information on your right to cancel.
1.2 Where you cancel an order for Products, you will need to arrange for return of the item(s) to us at your own cost, quoting your order number. Please see paragraph 1.10 for details regarding the methods that you can use to return Products to us. We will not reimburse you for any delivery or other costs that you incur in returning the goods to us. Your relevant order number must be quoted on all returns. Where you cancel an order for Services and we have received your item(s) for repair, you will be responsible for the cost of returning the item(s) to you unless you are cancelling as a result of an increase to an estimate or because we have not returned your serviced items(s) to you within 90 days of the date you receive the relevant Service Confirmation.
1.3 You may of course inspect the Products that you purchase from us. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our Products. Accordingly, please do not damage the Products whilst you inspect them and please store and handle all Products with care and in a manner that is appropriate for the type of Product. Products must be returned complete (i.e. with any accessories or other parts that you receive with the Products) and, where possible, with all original packaging.
Faulty and mis-described Products or Services
1.4 In the unlikely event that you receive a defective or mis-described Product or a fault develops with an item(s) we have supplied or repaired then, provided you notify us in the manner set out in paragraph 1.14:
a) you may cancel the order and obtain a refund for that Product or request a repair or replacement up to 30 days following your receipt of the Product;
b) you will be entitled to a repair or replacement of the Product (or a refund if this is not possible) for up to 12 months following your receipt of the Product;
1.4.2 in relation to Services we have supplied to you, you will be entitled to ask us to re-perform the Service and repair the watch (or to provide a refund if such repair is not possible) up to 12 months following your receipt of your item.
1.5 Please do not return any items until you have received confirmation from us to do so. Please refer to our Terms and Conditions, for further details regarding the warranties that we provide in respect of the Products and Services you order.
1.6 Please note that we will not accept returns, provide refunds or re-perform Services if a fault arises from: fair wear and tear, wilful or accidental damage, negligence by you or a third party, abnormal or inappropriate storage or working conditions or maintenance, failure to operate or use the Products or items in accordance with the user instructions, misuse or alteration or repair of the Products or items by you or a third party that is not authorised by us or the manufacturer, you have fitted the Products yourself instead of taking them to a jeweller or other professional or, in the case of Services, faulty component(s) other than the repaired component(s).
1.7 You should provide us with proof of purchase when seeking to return a faulty or mis-described item or asking us to re-perform Services. You will need to arrange for return of the item(s) to us. We will inspect all items that we receive from you. If we confirm that the item is faulty or has been mis-described or that the Services were not provided to the requisite standard, we will reimburse your reasonable postage costs of returning the item to us (if any), if you provide us with satisfactory proof of those costs. If you have bought a faulty or mis-described Product or where there is a fault with the Services we have provided and you are entitled to a refund (see further paragraphs 1.4.1 and 1.4.2), we will reimburse you the full cost of the Product or Service (but not the value of any promotional code(s) used) to your original payment method within 14 days of our receipt of the faulty or mis-described item. If a fault with the watch (which we repaired) we will require you to send the watch back to us (please see further paragraph 1.10). If we are reimbursing you for the cost of all the items in an order, we will also reimburse you with the delivery cost for that order, if applicable.
1.8 Any ancillary contracts you have entered into associated with the Products you have returned will be automatically cancelled.
1.9 You have certain rights as a consumer, including legal rights relating to the repair and replacement of faulty goods and the re-performance of sub-standard services. Nothing in these Terms will reduce these legal rights. For further information about your legal rights, please contact your local authority Trading Standards Department or Citizen's Advice Bureau.
Methods of return
1.10 If you wish to return Products that you have purchased from this Site or items we have repaired (where you purchased the Services from this Site) you must post them to CWUK PO Box 161 Wokingham RG41 2FS . Please see paragraph 1.26 for further details regarding returns by post. Whenever returning Products or items by post for whatever reason, we recommend that you use a courier that offers shipment tracking services and that you insure the Product and/or item to its full value while in transit. If you choose not to follow these recommendations we regret that you will be responsible for any loss or damage to the Product or item during transit.
1.12 If you are a consumer within the EU, you have a legal right to cancel a Contract (under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 ) during the period set out below in paragraph 1.16.
1.13 Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
Cancelling an order for Products
1.14 If you have bought Products from us, this means that during the relevant period (as specified in paragraph 1.16 below) if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us by email at [email protected] of your decision to cancel the Contract and, provided you return the Product to us within 14 days, receive a refund. If you prefer, you may notify us of your decision to cancel by submitting this [description and link to cancellation form] cancellation form to us by post or by email.
1.15 However, this cancellation right does not apply in the case of:
1.15.1 any Products made to your specification or clearly personalised; or
1.15.2 if the Products are incorporated into or otherwise become inseparably mixed with other items.
1.16 Your legal right to cancel a Contract ends at 23:59 on the 14 th (fourteenth) day after the day on which you or a person you have identified takes physical possession of the Product. However, if you have ordered:
1.16.1 more than one Product in a single order or the order is made of several lots or pieces, your legal right to cancel will not end until 23:59 on the 14th (fourteenth) day after the day on which we complete the delivery of the last of those Products, lots or pieces;
1.16.2 a regular delivery of Products over a defined period, your legal right to cancel will end at 23:59 on the 14th (fourteenth) day after the day on which we complete the delivery of the first of those Products
1.17 If you cancel a Contract, all ancillary contracts you have entered into associated with the cancelled Products will be automatically cancelled (for example any consumer credit arrangements or extended Product warranties) at no cost to you.
1.18 If you cancel a Contract you must return the Products to us at CWUK PO Box 161 Wokingham RG41 2FS within 14 days after the day you cancel and unless the Product is faulty or not as described, you will be responsible for the costs of returning the Products. If you have not received the Product, we will refund you 14 days after you inform us of your decision to cancel the Contract.
1.19 Within 14 days of us receiving either the Products or proof that they have been returned, whichever is the sooner, we will refund the total price you have paid for the Products including any standard delivery costs. However;
1.19.1 if you chose enhanced delivery, we will only refund up to the amount of our usual standard delivery costs;
1.19.2 If you have used the Products or they are not returned in their original condition, we will be entitled to deduct a sum from your refund to reflect the reduced value of the Products.
Cancelling an order for Services
1.20 If you have purchased Services from us, you have 14 days after the date we send you the Service Confirmation (which confirms we have accepted your order) to cancel the contract. However, once this 14 day period has passed, you cannot change your mind and no longer have the right to cancel the services. If you cancel the Services after we have started the Services, you must pay us for the Services provided up until the time you tell us that you have changed your mind. If you cancel after we have started the Services, you must pay us for the Services provided up until the time you tell us that you have changed your mind.
1.23 If you cancel a Contract for Services, we will return your watch to you within 7 working days. You will be responsible for the cost of postage unless you have cancelled the Contract pursuant to paragraphs 1.21 or 1.22.
1.24 You can notify us by email at [email protected] of your decision to cancel the Contract. If you prefer, you may notify us of your decision to cancel by submitting this cancellation form [description and link to cancellation form] to us by post or by email.
1.25 If you feel that any Products or Services you have ordered from us are unsatisfactory or you are unhappy with any aspect of the service we provide to you, we would like to hear from you. You can contact us by phone on 0118 936 8855 during our opening hours (which you'll find on [ INSERT LINK AND PAGE NAME OF PAGE WITH THESE DETAILS]) or by email at [email protected].
ADDRESS FOR RETURNS BY POST
CWUK PO Box 161 Wokingham RG41 2FS
Date of posting: February 2018
You may (but are not obligated to) use the form below to cancel your order for one or more Products and/or Services. If you would like to use this form, please complete the form and send it to us by email and/or post to the applicable address in our [Contact Us] section.
To: CWUK Ltd, Citizen House, 7 Ashville Way, Wokingham, Berkshire, RG41 2PL, email address: [email protected] ; fax number: 0118 989 0536:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following services [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate.