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Cancellations & Returns
Cancellation (This clause does not apply if you are a business)
Right to Cancel
If you are a consumer, you have a legal right to cancel a Contract for any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulations) within 14 days without giving any reason. The cancellation period will expire after 14 days from the date on which you receive the Products or if delivered in multiple lots, the date on which you receive the last Product. This cancellation right does not apply in the case of any made-to-measure or custom-made Products or if you have opened or used the Products.
To exercise the right to cancel, you must inform us by sending us an email with confirmation of your decision to cancel the agreement. You will receive a cancellations number and may wish to keep a copy for your own records. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel a Contract, We will reimburse to you all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by Us).
We may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
a) 14 days after the day We receive back from you any Products supplied, or
b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or
c) if there were no Products supplied, 14 days after the day on which We are informed about your decision to cancel a Contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until We have received the Products back or you have supplied evidence of having sent back the Products whichever is the earliest.
If you do make a cancellation you must following such cancellation keep the Products in your possession and take good care of them and return them (quoting the cancellations number) to Root Source Limited, Anchorage Estate, Guide Road, Hesketh Bank, Preston, Lancashire, PR4 6XS in their original condition in secure packaging without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from a Contract to Us.
You’re responsible for the costs of returning the Products to Us unless they are defective or not what you ordered. If the Products are defective or not what you ordered, please see Returns below. If You don’t return the Products to Us within 14 days of notifying Us of your cancellation We may arrange for them to be collected from you and We may charge you for the cost of doing so.
Products that are not what you Ordered
If you have received Products that you didn’t order you must provide Us with notice by completing the Cancellation and Returns Form at the bottom of this page within 30 days of receipt of the Products. Once you have completed the Cancellation and Returns Form you will receive a returns number.
You must then return the Products (quoting the returns number) to Root Source Limited, Anchorage Estate, Guide Road, Hesketh Bank, Preston, Lancashire, PR4 6XS within 14 days of notifying Us in writing unless We notify you that We shall arrange for the Products to be collected from you. We will refund the price of the Products in full, any applicable delivery charges and any reasonable costs you incur in returning them to Us within 30 days of your notification.
Defective or Damaged Products
Your right to return the Products which are defective or damaged is subject to your statutory rights (as a consumer) if exercised within a reasonable time and in any event within 30 days from receipt of the Products.
You must inspect the Products upon receipt and if you have received Products that are defective or damaged you must sign for them as ‘damaged’ and provide Us with notice by completing the Cancellation and Returns Form at the bottom of this page within 30 days of receipt of the Products. Once you have completed the Cancellation and Returns Form you will receive a returns number.
If you provide notice to Us in writing that any of the Products are defective in quality or condition within this time and you allow Us to assess the nature of the alleged defect (if We agree with your assertion and the defect was not caused by you) We may at Our sole discretion either:
a) Repair the defective Goods. We may ask you to return the Products to Us quoting the returns number and will reimburse any reasonable costs in doing so.
b) Replace the defective Goods (or the part in question) free of charge to the exclusion of all other remedies to the greatest extent permitted by law. If we’re replacing defective Products We are only obliged to deliver them to the same delivery address as the original delivery at which time risk in the Products passes to you and you’re responsible for onward transportation costs; or
c) Refund the price (or a proportionate part of the price) of the defective Products in which case the defective Products shall become Our property but We’re under no obligation to collect them from you or arrange for their disposal. We may ask you to return the Products to Us quoting the returns number and will reimburse any reasonable costs in doing so.
This Returns Policy does not cover Products which are faulty or damaged when the fault or damage is caused by you and you must therefore inspect and sign for the Products as damaged upon receipt to rely on this. You will be deemed to have damaged the Products where We reasonably determine that you have not followed the instructions for use, have misused the Products, neglected or not taken proper care of the Products, and so on.