Your Consumer right of Return and Refund
1.0 There are certain Products on our site which cannot be cancelled once they have been ordered or returned following delivery (unless the Product fails to comply with the warranty set out in Clause 12). The Products which cannot be cancelled or returned are those Products which are specified as such in the relevant Product's description on our site (including, without limitation, all Products with a lead time or delivery period of more than one (1) day).
1.1 If you require further information about the ability to cancel or return Products on our site, please contact us by telephoning our customer service team at 0800 170 1887 or by e-mailing us at sales@canopysuperstore.co.uk. For all other Products on our site you are entitled to cancel your order or return the Product in accordance with the remaining provisions of this Clause 7.
1.2 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in Clause 7.4. This means that if, during the relevant period, you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.
1.3 Your legal right to cancel a Contract starts from the date of the Delivery Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:
| Your Contract | End of the cancellation period |
|---|---|
Your Contract is for a single Product (which is not delivered in instalments on separate days) |
The end date is the end of 14 days after the day on which you receive the Product.
Example: If we provide you with a Delivery Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January. |
|
Your Contract is for either of the following:
|
The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered. Example: If we provide you with a Delivery Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January. |
1.4 To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to e-mail us at sales@canopysuperstore.co.uk or contact our Customer Services team by telephone on 0800 170 1887 or by post to Unit 34A Techno Trading Estate, Ganton Way, Swindon SN2 8ES. If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.
1.5 If you cancel your Contract we will:
- 1.5.1 refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund 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.
- 1.5.2 refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). 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.
- 1.5.3 make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
- (a) if you have received the Product and we have not offered to collect it from you: 14 days after 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. For information about how to return a Product to us, see Clause
- (b) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.
1.6 If you have returned the Products to us under this Clause 7 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
1.7 We will refund you on the credit card or debit card used by you to pay.
1.8 If a Product has been delivered to you before you decide to cancel your Contract:
- 1.8.1 then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. For details of how you can send a Product back to us, please contact us by telephoning our customer service team at 0800 170 1887 or by e-mailing us at sales@canopysuperstore.co.uk;
- 1.8.2 unless the Product is faulty or not as described (in this case, see Clause 7.7), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection.
1.9 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this Clause 7 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.