Refund policy

From the "Terms and Conditions" document:

2.5 - Consumer Users: rights to change your mind and cancel your order

2.5.1- This clause 2.5 applies to Consumer Users only. For the avoidance of doubt, it does not apply to Business Users who are not entitled to consumer rights of cancellation.

2.5.2 - In most cases, under the law you will have a right to change your mind and cancel your contract of sale with us within fourteen (14) days of delivery of your goods without giving a reason. This right of cancellation may not always be available to you, for example, it will not be available to you in respect of:

a. bespoke goods that are created to your specification or are clearly personalised;

b. digital products that you have started to download or stream;

c. goods that are sealed for health protection or hygiene purposes, if you unseal them;

d. sealed audio recordings, sealed video recordings or sealed computer software, if you unseal them;

e. goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; and

f. any goods which become mixed inseparably with other items after their delivery.

2.5.3 - To exercise your right to cancel, you must inform us of your decision by making a clear statement (e.g., by post or email). The easiest way to do this is to contact our Customer Services team by emailing us at info@mymanysteps.co.uk. You may alternatively use the following model cancellation form, which you can complete and email to us, but you are not required to use this form:

 

E-mail address: info@mymanysteps.co.uk I/We(*) hereby give notice that I/We(*) cancel from my/our (*) contract of sale of the following goods(*), Ordered on(*) / received on(*) Name of consumer(s), Address of consumer(s), Signature of consumer (only if this form is notified on paper) Date(*)

2.5.4 - To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired.

2.5.5 - We will send you an acknowledgement of receipt of your notice to cancel by email.

2.5.6 - If your cancellation relates to an order of goods:

a. You must return any goods that you have already received. Once you notify us of your decision to cancel, we will provide you with a return shipping label.

b. When returning goods to us, you must post the goods within fourteen (14) days of telling us that you wish to end the contract of sale. We recommend that you keep proof of postage.

c. You are responsible for taking reasonable care of the goods until they are returned to us.

d. All returned goods will be examined upon receipt. All goods must be returned unused, with authentic labels and in original packaging. If goods are returned in good and re-saleable condition, we will refund your payment, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). If goods returned are not in a re-sellable condition, we may not be able to issue you a refund.

e. Any promotional gifts received with your purchase must also be returned.

2.5.7 - We will make the refund without undue delay, and no later than the timeframes set out here:

- fourteen (14) days after the day we receive your returned goods; or

- if earlier, fourteen (14) days after the day you provide evidence that you have returned the goods; or

- if goods had not yet been supplied, fourteen (14) days after the day on which we are informed about your decision to cancel your contract of sale.

2.5.8 - All refunds will be made using the same means of payment as you used for the initial transaction; you will not incur any fees as a result of the refund.

2.6. Rights of refund

2.6.1 - If you believe that the goods you have received are not as described, of unsatisfactory quality, faulty or otherwise not fit for purpose, please contact us as soon as possible at info@mymanysteps.co.uk. Please note: there may be minor scuff marks (or very rarely, a dark patch) on the goods which are natural marks from the production process and do not affect the use of the goods. All goods are checked before being shipped for cracks and any structural damage, however if the item is delivered to you and appears to be cracked, please do not use the goods and contact us. If you give us notice within a reasonable time of discovery of an issue with your goods that does not meet legal requirements, and provided we are given a reasonable opportunity of examining the goods and agree with your assessment, we will (subject to clause 2.6.2, and at our option) offer to repair or replace the defective goods, or refund the price of the defective goods in full.

2.6.2 - We will not be liable to offer a repair, replacement or refund in line with clause 2.6.1 if: (a) you make any further use of the goods after giving notice to us of an issue; (b) you alter or repair the goods without our written consent; (c) the issue or defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal storage or working conditions; or (d) the goods differ from their description or specification as a result of changes made to ensure they comply with applicable statutory or regulatory requirements.

2.6.3 - If, due to unforeseen circumstances, we have accepted an order which we are then unable to fulfil, we will refund your payment.