Returns and Refunds Policy
This policy sets out the circumstances in which products may be returned, and details the procedure that must be followed when returning a product. It also explains how refunds will be given, and what happens if a product return does not follow the required procedure.
- INTRODUCTION
1.1
We understand that from time to time you may wish to return a product to us.
1.2
We have created this policy to enable you to return products to us in appropriate circumstances.
1.3
This policy shall apply to all of our customers, irrespective of their geographical location.
1.4
This policy shall apply to all orders submitted through our Website.
1.5
This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015). - RETURNS
2.1
If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) the returned product is shipped back to us within 14 days of the date you notify us of your decision to cancel.
(b) the returned product has not been used, submerged, exposed to contaminants, worn, washed, modified or damaged;
(c) the product is returned in its original packaging, with the identification seal and any labels still attached, and in a clean condition that enables us to sell it as new;
(d) you comply with the procedure set out in this policy in relation to the return of the product; and
(e) none of the exclusions set out in this policy apply. - RETURNS PROCEDURE
3.1
To return a product, you must contact us within 14 days from the date on which you received it and clearly state your decision to cancel. You may contact us using our Website contact form or by email at maria@byMazy.co.uk. We may provide a Return Form and Return Authorisation Number to help us process the return, but their use is not a condition of exercising your statutory right to cancel.
3.2
Please include your order or invoice number, or a copy of the original invoice, inside the return parcel so that we can identify and process your return. If we provide a Return Form or Return Authorisation Number, please include these where possible.
3.3
Products returned under this policy must be sent to 30 Church Hill, Camberley, Surrey, GU15 2HA, United Kingdom. We strongly recommend using a traceable postal service, retaining proof of postage and obtaining appropriate insurance.
3.4
You will be responsible for paying postage costs associated with returns under this policy. - EXCLUSIONS
4.1
The following types of product may not be returned under this policy:
(a) any product which is not suitable to be returned for health or hygiene reasons and where a seal was removed after delivery;
(b) any product made to your specification;
(c) any product made to order;
(d) any product personalised, engraved, adjusted or adapted for you; or
(e) gift vouchers. - REFUNDS
5.1
We will give you a full refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2
We will refund the original delivery charge up to the cost of the least expensive standard delivery method offered by us. Any additional cost for express or premium delivery will not be refunded.
5.3
We will not refund to you any costs you incur in returning the product to us.
5.4
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.5
We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product. - IMPROPER RETURNS
6.1
If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product. - EXCHANGE POLICY
7.1
We do not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. You will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy. - DAMAGED OR DEFECTIVE PRODUCTS
8.1
For us, quality is paramount. We thoroughly check the quality of all our products before dispatch. It is extremely rare for our products to be damaged or defective. We have a legal obligation to supply products that are as described, of satisfactory quality and fit for purpose. Nothing in this policy affects your statutory rights. Please refer to our Terms and Conditions of Sale for further details.
8.2
If a product arrives damaged, is defective, is not as described or is not the product you ordered, please contact us as soon as reasonably possible with your order number and details of the problem. We may request photographs or ask you to return the product. Where the product does not conform to the contract, we will provide an appropriate remedy in accordance with your statutory rights and will cover reasonable return costs or provide suitable return arrangements.
8.3
If the problem was caused by reasons other than materials quality or assembly process, the original product is returned to you. We do not refund products:
(a) obtained from a source other than this Website;
(b) damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.);
(c) damaged by misuse or activities other than the intended purpose. - OUR DETAILS
9.1
This Website is owned and operated by Maria Merz trading as byMazy® at https://bymazy.co.uk
9.2
Contact us: using our Website contact form; or by email at maria@byMazy.co.uk