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 (specific terms are included herein for international destinations (i.e. returns from Countries outside of the UK).
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), in particular your rights under the 14 day cooling off period contained within the Distance Selling Regulations.
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 for a refund or exchange where:
(a) we receive the returned product within 14 calendar days of the date that you receive the product
(b) the product has been sent to a delivery address outside of the UK and within 10 days following the date of receipt of the product an email or other form of written communication is received by us from you advising of the date that the product being returned was posted together with the reason for return, however it is a condition that the product is received by us no later than 30 calendar days following receipt by the customer of the product;
(c) in all cases the returned product is unused, buttons and all other attachments (if applicable) in place and in its original condition with any labels still attached and with the original packaging intact, and otherwise in a condition enabling us to sell the product as new;
(d) you comply with the returns procedure set out below; and
(e) 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:
3.1 complete and detach the returns slip included as part of the despatch form sent with your product, ensuring that you provide all the required information including whether you require a refund or replacement. International customers must also advise in writing (preferably by email) that the product is being returned – refer paragraph 2 (b) above.
3.2 where no returns form has been included with your product, there is a returns form available on our website under ‘Returns’, please print and complete as directed on the form.
3.3 package the product in its original packaging ensuring all labels are included.
3.4 ensure that the product has been packaged securely to avoid any damage in transit.
3.5 place the completed returns slip inside the parcel
3.6 ensure that you include your own address on the rear of the parcel marked as “Senders details” should it not be delivered to us and returned back to you
3.7 A Returns Address label is included on the Despatch form to assist the Returns Process, please detach and stick on the outer packaging of the product to be returned.
It is recommended that Products returned under this policy should be sent by recorded delivery but as a minimum proof of postage is obtained (refer 3.9 below for International Returns).
We will not be responsible for Products lost in the post and it is the customers’ responsibility to check the level of insurance with their postal service.
Where there is no returns label please clearly address the parcel as follows:
Little SweetHearts Limited (RETURNS)
28 Cardiff Road
3.8 Unless the Product is faulty, damaged or an incorrect product has been sent, you will be responsible for paying postage costs associated with returns under this policy. However the original delivery charge will be refunded to you where you are returning the complete order for a refund. If you wish to exchange the product, then we will not refund the original delivery charge but will not charge you for the delivery costs relating to the replacement product unless you opt for an upgraded delivery service and in which case the difference will be charged.
3.9 In respect of International Returns you must return the Product by Air-Mail. It is recommended that you use Recorded Delivery but at the very minimum that you obtain a proof of postage. It is the customers’ responsibility to check the insurance cover with their postal service. We will not be responsible for return Products lost in the post. The returned Product must be clearly marked as ”Returned GB Merchandise” and “value zero” on the customs declaration to ensure no duty or tax is charged. Should the customer fail to complete this information on posting and as a result we incur duties and taxes then we will have the option to deduct such charges from your refund or in the case of exchange it will be the customers’ responsibility to reimburse us for these charges. Please note that all other aspects of this Returns Policy apply to International Customers.
4.1 Under this policy if the product is received back after the 14 calendar days we will charge a re-stocking fee of 20%. With the exception of International Returns, no refund or exchange will be given where the product is received after 28 calendar days following the date of receipt of the product. For International Returns customers will be charged a re-stocking fee of 20% where the returned product is received after the 30 calendar days and where the product is received after 44 days no refund or exchange will be provided. For both International and UK customers, where the return has exceeded the time limit specified herein and no refund or exchange is provided, the customer may request the product to be returned to them, in which case they will be liable for the return postage.
4.2 Under this policy we will not refund or exchange where we do not receive the Product. It is the responsibility of the customer to ensure that we receive the returned Product and as such recommend that a secure postage method is used such as Recorded Delivery. We cannot accept responsibility for Products lost in the post and recommend that you return by Recorded Delivery or at the very least obtain a proof of postage. It is the customers’ responsibility to check the insurance cover with their postal service.
4.3 Under this policy we will not refund where the returned Product does not comply with 2 (c) above. Furthermore we will not refund if the tags are not attached, if there are indications that the product has been worn or washed, if the product is soiled or damaged in any way or where the product smells of smoke, perfume or any other substance that could hinder the resale of the product.
4.4 All hangers, garment bags and free gifts must be returned in an unused condition, with all tags and labels attached and suitable for resale as new. Where items are not returned or returned but not as new we arre entitled to charge for these at the selling price.
4.5 The following kinds of products may not be returned under this policy (unless damaged or faulty):
(a) any product made to your specification;
(b) any product made to order;
(c) for reasons of hygiene personal products such as knickers / pants, nappy covers, socks, tights, personal grooming products;
(d) toiletries and cosmetics;
(e) gift vouchers
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 delivery charges (as outlined in clause 3.8 above) but excluding the costs of returning the product to us).
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 after receiving the product (normally within 7 days) and, in any event, within 30 days of the day we received your returned product.
(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 21 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product at our sole discretion without any liability to you.
(7) About us
Our full name is Little SweetHearts Limited
Our registered office is 28 Cardiff Road, Taffs Well, Cardiff CF15 7RF and our principal trading address is 28 Cardiff Road, Taffs Well, Cardiff CF15 7RF
Our company registration number is 6852413
Our email address is email@example.com