- 11. YOUR CONSUMER RIGHT OF RETURN AND REFUND
- 11.1 If you are a consumer and you have ordered the Goods by email, phone or from our website, clauses 11.1 to 11.9 apply and you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling) Regulations 2000) during the period set out below in clause 11.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep the Goods, you can notify Us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
- 11.2 However, this cancellation right does not apply in the case of any products made to your specification or clearly personalised (ie a special made Order).
- 11.3 Your legal right to cancel a Contract starts from the date of confirmation of the Order under clause 2.7, which is when the Contract with Us is formed. If the Goods have already been delivered to you, you have a period of 7 (seven) working days in which you may cancel, starting from the day after the day you receive the Goods. Working days means that Saturdays, Sundays or public holidays are not included in this period.
- 11.4 To cancel a Contract, please tell Us by e-mail Us at sales@goodknights.co.uk, or write to Us at the address at clause 1.1(e) or Our shop address. You may wish to keep a copy of your cancellation notification for your own records. If you send Us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent Us the e-mail or posted the letter to Us. If you call us to notify Us of your cancellation, then your cancellation is effective from the date you telephone Us.
- 11.5 You will receive a full refund of the price you paid for the Goods and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave Us notice of cancellation as described in clause 11.4. If you returned the Goods to Us because they were faulty or mis-described, please see clause 11.6.
- 11.6 If you have returned the Goods to Us under this clause 11 because they are faulty or mis-described, we will refund the price of a defective Goods in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to Us.
- 11.7 We refund you on the credit card or debit card used by you to pay.
- 11.8 If the Goods were delivered to you:
- (a) you must return the Goods to Us as soon as reasonably practicable. If the Goods require collection, We will collect the Goods from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
- (b) unless the Goods are faulty or not as described (in this case, see clause 11.6), you will be responsible for the cost of returning the Goods to Us or, where relevant, the cost of Us collecting the Goods from you; and
- (c) you have a legal obligation to keep the Goods in your possession and to take reasonable care of the Goods while they are in your possession (and clause 11.12 shall also apply).
- 11.9 Details of your legal right to cancel and an explanation of how to exercise it are provided in this clause 11.
- 11.10 If you are a consumer and you have ordered the Goods during a visit to our premises, then clauses 11.10 and 11.11 apply (and clauses 11.1 to 11.9 do not apply).
- 11.11 Before the Goods are delivered, you have the following rights to cancel an Order for Goods (other than Goods that are a special made Order), including where you choose to cancel because We are affected by an Event Outside Our Control:
- (a) you may cancel any Order for Goods at any time before We despatch the Goods by contacting Us. We will confirm your cancellation in writing to you;
- (b) if you cancel an Order under clause 11.11(a) and you have made any payment in advance for Goods that have not been delivered to you, We will refund these amounts to you; and
- (c) unfortunately, if you cancel an Order for Goods under clause 11.11(a) and We have already despatched your Goods to you, We will not be able to cancel your Order until it is delivered or collected. In this case, if you return the Goods to Us, We will have to charge you the cost of collection or you will have to pay the cost of returning the Goods back to Us. This will not affect your refund for the Goods, but any charge for collection will be deducted from the refund that is due to you. If the Goods are not faulty or mis-described, We reserve the right to charge you a restocking charge of 50% of the original Goods price.
- 11.12 In regard to all sales where you wish to return the Goods, you must keep the Goods in good re-saleable condition, including by not using them, and where possible retain the packaging which the Goods came in. Any flat-pack goods must be returned as such, without having been assembled (unless they are faulty or mis-described). In particular, duvets, mattresses and bedding must not have been used.
- 11.13 If We have provided installation services for Goods that are not a special made Order, We shall charge a de-installation charge if such Goods are to be returned to Us, in addition to any carriage charges, for any reason (unless the Goods are faulty or mis-described).
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