Summary
Our policy ensures you can cancel most online purchases within 14 days, return faulty or misdescribed goods for a full refund, and receive refunds without undue delay. It details timeframes, methods, exclusions and your statutory rights under UK law.
1. Scope
This policy applies to all goods and services purchased directly from us online. It does not cover bespoke or personalised items once production has started, unless they are faulty or not as described.
2. Right to Cancel (Cooling-off Period)
Under the Consumer Contracts Regulations 2013, you have a 14-day period in which to cancel a distance contract for most goods, beginning the day after you (or a third party you nominate) takes physical possession of the goods.
To exercise this right, simply inform us of your decision to cancel within the 14-day window; no particular form is required.
You then have up to 14 days from the date of cancellation to return the goods to us.
3. Returns for Faulty, Damaged or Misdescribed Goods
If goods are faulty, damaged on arrival or not as described, you may return them at any time within 30 calendar days of receipt for a full refund under the Consumer Rights Act 2015.
After 30 days but within six months, we will offer a repair or replacement; if that is unsuccessful, you may then request a refund or price reduction.
After six months, you must prove the fault was present at the time of delivery; we may then choose to repair or replace the item.
4. Timeframe for Refunds
For cancellations under Regulation 13, we will refund all monies received— including standard outbound delivery costs—within 14 days of either receiving the goods back or proof of their return, whichever is earlier.
For faulty or misdescribed goods, refunds under Section 20 of the Consumer Rights Act 2015 are issued “without undue delay” and in any event within 14 days of the day on which we agree that you are entitled to a refund.
5. Method of Refund
Refunds will be made using the same payment method you used to place the order, unless you expressly agree otherwise.
If you paid by a method that is no longer available, we will offer an alternative refund mechanism, such as bank transfer.
6. How to Return Good
To return goods, please:
- Contact our Support Team at operations@assistance4u.co.uk with your order number and reason for return.
- Pack the item securely, including all original packaging, manuals and accessories.
- Ship the item back to us at:
Assistance4U Ltd
Dept 5151A, 126 East Ferry Road
Canary Wharf
London
E14 9FP
You are responsible for the cost of returning goods unless they are faulty or not as described.
7. Exclusions and Deductions
We may make a reasonable deduction from your refund for diminished value of goods if you handle them beyond what is necessary to establish their nature, characteristics and functioning.
Certain items—such as perishable goods, sealed audio, video recordings or software that you unseal—cannot be cancelled once opened for health, hygiene or copyright reasons.
8. Exchanges
If you wish to exchange faulty or misdescribed goods for an identical item, please indicate this in your returns request. Exchanges are subject to stock availability.
9. Your Statutory Rights
This policy does not affect your statutory rights under:
- Consumer Contracts Regulations 2013 (14-day cooling-off)
- Consumer Rights Act 2015 (rights in respect of faulty or misdescribed goods)
10. Amendments to This Policy
We may update this policy to reflect changes in legislation or our practices. The “Last updated” date below will reflect any changes.
Last updated: 11th January 2025
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