Terms & Conditions

Terms & Conditions

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:

  • up to 30 days: if your goods are faulty, then you can get a refund
  • up to six months: if they can’t be repaired or replaced, then you’re entitled to a full refund, in most cases
  • up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

Directive1999/44/EC covers products bought in the EU gives all EU consumers a right to a minimum guarantee of 2 years, which provides that we must repair your purchase free of charge, replace it, or give you a refund without any cost to you. This includes shipping costs. We may however wish to examine the item to ascertain whether it was defective when you purchased it. In this case, you may have to pay to return the item and ask to be refunded the shipping costs if we agree that the item was defective at the time of purchase.

Directive 1999/44/EC only applies to material defects, which already existed when you received the product and the 2-year period starts from the day you took possession of the product. Within the first 6 months of the purchase, you are entitled to ask for the goods to be repaired or replaced free of charge. After this 6-month period and within 2 years from delivery of the goods, you are still protected against faulty products if you can prove that a lack of conformity existed at the time of delivery.

Where there has been 1 failed repair or replacement or both repair or replacement are impossible or disproportionate, or the repair or replacement has not been done within a reasonable time or without causing significant inconvenience, a price reduction or final right to reject will become available. If this happens within the first 6 months of purchase, you may ask to:

  • Keep the goods and have future payments reduced by an appropriate amount;
  • Keep the goods and receive a refund less an appropriate amount; and
  • Reject the goods and receive a full refund.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.