Returns

Your rights to end the contract

You can 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:
- If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see paragraph 11;
- If you want to end the contract because of something we have done or have told you we are going to do, see paragraph 2;
- If you have just changed your mind about the product, see paragraph 3. If you are a consumer only (and not a business customer), 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 products.
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 (c) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
- 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;
- there is a risk that supply of the products may be significantly delayed because of events outside our control; or
- you have a legal right to end the contract because of something we have done wrong.
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. You have 14 days after the day you (or someone you nominate) receives the products, following which the cancellation period will expire. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. Please note, these rights only apply if you are a consumer and do not apply to our business customers.
When you don't have the right to change your mind under paragraph 8.3. You do not have a right to change your mind in respect of:
- bespoke, customised and/or made to measure products; and
- any products which become mixed inseparably with other items after their delivery.

How to end the contract with us (including if you have changed your mind)
- Tell us you want to end the contract. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (eg a letter sent by post or email). You can use the model cancellation form set out in the box below, but it is not obligatory.

Cancellation formTo Woodchester Cabinet Makers:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following products [*],

Ordered on [*] / received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the products in person to where you bought them, or allow us to collect them from you. If you are exercising your right to change your mind you must send back the products within 14 days of telling us you wish to end the contract.
When we will pay the costs of return. We will pay the costs of return:
- if the products are faulty or misdescribed; or
- if you are ending the contract because of 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.

What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
How we will refund you. Where applicable, we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, if you are exercising your right to change your mind we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, 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 products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount to be determined by us.
When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
- 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.
- in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

Our rights to end the contract
- We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
  - you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due;
  - you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
- You must compensate us if you break the contract. If we end the contract in the situations set out in paragraph 1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation as we may determine for the net costs we will incur as a result of your breaking the contract.
If there is a problem with the product
- How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our team or write to us at the details provided at paragraph 2.
- Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product where you are a consumer. Nothing in these terms will affect your legal rights.

Summary of your key legal rightsThis is a summary of your key legal rights if you are a consumer. These rights do not apply to business customers. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

a) Up to 30 days: if your products are faulty, then you can get an immediate refund.

b) Up to six months: if your products can't be repaired or replaced, then you're entitled to a full refund, in most cases.

c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.