Refund policy

• You have a legal right to change your mind
• For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
  
• When you can’t change your mind. You can’t change your mind about an order for:
  sealed products – once these have been unsealed after you receive them; and
  goods that are made to your specifications or are clearly personalised.
• The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.
  
• How to let us know. To let us know you want to change your mind, contact our Customer Service team: info@candoverbrook.co.uk
  
• You have to return the product at your own cost. You have to return your product to us within 14 days of you telling us you have changed your mind. Returns are at your own cost unless we offered free returns when you bought the product.
  
• You can send the product back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, please contact our Customer Service team: info@candoverbrook.co.uk
  
• We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
  
• We reduce your refund if you have used or damaged a product. In some cases, because of the way you have treated the product, no refund may be due. For example, if you have opened a sealed product, we are not obliged to offer you a refund. Our Customer Service team: info@candoverbrook.co.uk can advise you on whether we’re likely to reduce or refuse your refund.
  
• When and how we refund you. If you tell us you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
  
• You have rights if there is something wrong with your product
  
• If you think there is something wrong with your product, you must contact our Customer Service team: info@candoverbrook.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

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 your legal rights entitle you to the following:

• Up to 30 days: if your goods are faulty, then you can get a refund.
• Up to six months: if your goods are faulty and can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
• Protections may continue beyond this period, depending on the nature of the products purchased.