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Refund Policy

Elder Engineering - XRay Pieces Refund Policy.


Cancellation


Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within a period of 14 days. The period of 14 days begins on the day after the day you receive your goods. Please be aware that your right to cancel does not apply to certain goods that we sell, for example, items made to your order, such die cuts, dots. You must inform us of your wish to cancel in writing either by letter or email within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and may inspect and assess them, but not use them. You should return goods to us unused and in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. We cannot accept substitute or alternative items by way of returns nor are we able to send them back to you. So please look closely at the items you return to us. If you return or attempt to return substitute or alternative items you will still be responsible for paying for the original item purchased and we reserve the right to charge an investigation fee of not less than £35 to cover the cost of our investigating the position. We can offset this amount due from other sums that may be due to you for refunds etc.


Returns.

You may return most items in a new and unused condition and wherever possible in the original packaging with the exception of made to order products.


A) Our Courier

To make a return by courier, please contact us in writing, and we will arrange the courier to collect the items from your home. Items left for the courier to collect are left at your own risk. There is a charge of £3.99 for this service if you return all of your order and any of the items are collected by Courier.

This will be applied on the return of the final item from a single order, if items are not returned at the same time. If you paid for the order by credit/debit card, returns via courier are charged at £3.99. Any charges will be deducted from your credit/debit card prior to any refund.


B) Returning to a Store

This service is available within our working hours and is free of charge. If you are returning an item via a store, please take your delivery note with you. Certain items cannot be returned to stores, as detailed in the Exceptions to the Returns Policy further on in the terms and conditions.


C) Post

To return by post call 01707 325513 to request a returns number then take to your nearest post office. We recommend that should you send anything via the post its is send recorded or tracked delivery, as Elder Tapes and Rubber cannot be liable for any loss of product.


Exceptions to the Returns Policy

The following exceptions apply to our standard returns policy. Products cannot be returned if they are made to order, such as Die Cuts, Dots, cut shapes or gaskets.

Returned items which are not in new or unused condition may not be fully credited to your account unless they are faulty.

For full details of your rights under the Regulations, please contact your Citizens Advice Bureau or a Solicitor.