Returns Procedure
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You must send us your returns for a refund within 30 working days from the date of dispatch. Please return your items in their original packaging, and as new in a saleable condition.
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We recommend sending your unwanted items back via recorded delivery as we cannot refund products damaged or lost in transit. Please email hello@helensundinceramics.co.uk before you return any items and we will help advise on the procedure.
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We will examine the returned product and will notify you of your refund via e-mail within a reasonable period of time. At this point we will e-mail you confirmation of a refund. Please be assured that we will endeavour to process refunds and exchanges as quickly as possible.
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We are only able to refund the price of the products in full and sadly cannot cover the return shipping costs. We will refund using the same method originally used by you to pay for your purchase.
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This provision does not affect your statutory rights as a consumer.
Damages
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Every item is thoroughly checked before it’s posted but if, in the unlikely instance, you do receive faulty items please contact us within 48 hours from signing for receipt of your delivery. We recommend you inspect your items as soon as they arrive. It is important when returning items that you obtain a proof of postage as we cannot refund items lost in transit. If you return a defective Product to us:
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(a) and you have elected for a refund. We will examine the returned item and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a defective item in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us; or
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(b) and you have elected for an exchange. We will examine the returned Product and will notify you of your exchange via e-mail within a reasonable period of time. We will usually dispatch the exchange to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to an exchange. We will refund the any reasonable costs you incur in returning the item to us.
Cancellations
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Under the United Kingdom’s Consumer Contracts Regulations you have the right to cancel your order before the point it has been dispatched and obtain a full refund. Please contact us as soon as possible and if the order status is still processing it may be possible to cancel your order before it is dispatched.