Returns Policy (consumers)
by SEQ Legal
Please read before making a return.
Please make sure you put your sender's details on the package. We cannot refund your order if we do not know who sent it back.
We understand that from time to time you may wish to return a product to us.
We have created this 14-day returns policy to enable you to return products to us in appropriate circumstances.
This returns policy applies irrespective of your geographical location.
This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).
Where 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 where:
(a) we are notified of your intention to return within 14 days following the date of receipt of the product;
(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the returns procedure set out below; and
(d) none of the exclusions set out below apply.
(3) Returns procedure
In order to take advantage of your rights under this returns policy, you must:
(i) Send written notice of your intention to return the item(s) by email to email@example.com or by telephone to 0044 (0)121 339 5060 / 07862 813111 within 14 days of receipt of the item.
Products returned under this policy must be sent to:
(ii) Richard Cassidy Limited, 98 Streetly Lane, Sutton Coldfield, B74 4TB, United Kingdom.
You will be responsible for paying postage costs associated with returns under this policy. We recommend that you obtain a postal receipt for lower value orders, or use a tracked service for higher value items. Lower cost alternatives to Royal Mail parcels can be found on third party courier websites such as parcel2go.com.
The following kinds of products may not be returned under this policy:
(a) food, drink and any other products liable to deteriorate within the period set out in Section 1 and 2 above;
(b) part consignments (for example, two-thirds of a box of teats because 'your baby needs a faster one');
(c) any other product, which, by its nature cannot be returned (for example, opened sterile items).
To avoid potential issues with returning part consignments, ensure you are ordering the right product before you make your payment. If in doubt, phone us and ask.
Note that a new law concerning change of mind returns was introduced on 13th June 2014
We are now bound by the Consumer Contracts regulations 2014
We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (including the original baseline delivery charges and excluding the costs of returning the product to us).
Baseline refers to our normal delivery charge for your product. We will not refund ‘premium’ delivery services such as ‘Courier’ where a lower priced standard method was available at time of order.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event; within 14 days of the day we received your returned product.
We will deduct up to 100% of the original purchase price where the goods have been devalued by the customer whilst in their care. For example, we would expect to reduce the resale price of a non-sterile sealed and unused product by around 20% where the packaging is damaged or missing. However, a correctly functioning breast pump or spare part which has been used and then returned through change of mind will have no resale value and will not be refunded at all.
An exception to the above would be where we have sent products in a padded envelope and the packaging was creased prior to delivery. Best practice is to return it to us in a box if indeed that is how it was shipped out to you.
(6) Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) we will not refund 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; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any additional liability to you.
Do not simply hand things back to the postman to save on return shipping charges. It will have been scanned as 'delivered' to you by Royal Mail, and you will not have a proof of return shipping.
PARCELFORCE/UPS: If you reject a courier delivery, for example if you change your mind and decide not to accept the parcel, we are charged a handling fee and the cost of return shipping at a premium rate. In these circumstances, an additional £18.00 will be deducted from your refund. It will be cheaper to send it back via Parcel2Go with a budget courier such as Hermes.
(7) About us
Our full name is Richard Cassidy Limited
Our registered office is 98 Streetly Lane, Royal Sutton Coldfield, B74 4TB, United Kingdom.
Our company registration number is 05342069.
Our email address is firstname.lastname@example.org
Our VAT number is GB 855 5145 14