OUR RETURN POLICY
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 20/01/2021.
OUR RETURNS POLICY
When you receive your item, you must check it as soon as possible following receipt and always before use.
Please ensure that your contact us before attempting to return any items to us.
All items purchased as part of the 90 Day Bundle are non-refundable because it’s a custom product.
YOUR RIGHT TO CHANGE YOUR MIND
You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item. Please follow the steps set out below. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when inspecting it. If you have changed your mind and refuse your delivery, any refund will be made excluding the cost of the delivery and the return. As a customer, it is more cost effective to accept the delivery and return it via 2nd class post with proof of postage.
WRONG ITEM RECEIVED
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
DAMAGED OR FAULTY ITEMS
If you believe that the item your received is faulty, please contact us. You need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns Policy for faulty items upholds your statutory rights.
ITEM NOT RECEIVED
To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been despatched.
YOUR STATUTORY RIGHTS
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government’s website at: www.gov.uk
WHAT TO DO TO RETURN YOUR ITEM TO US
Contact us via email on email@example.com or call us on 01743 444397, with your order number, the details of the item you are returning and the reason for return. We will then confirm the return address.
Please package the item securely and include your order number, name and address.
Please obtain a free proof of postage from the Post Office. We may not be able to process your refund or replacement if your item is lost in transit unless you have a proof of postage.
If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/paypal account used to purchase the item.
Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
WHAT WE’LL DO NEXT
All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item (excluding the cost of delivery).
Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
We will refund the original credit/debit card used to purchase the item.
RETURN OF REPLACEMENT GOODS
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
COST OF RETURNING ITEMS
Please note that we can only refund the postage costs for returning an item where:
we sent you the wrong item, or
the item is damaged or faulty; or
where you are returning a substitute or replacement item which you do not want to keep.
We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, please contact our customer service representatives on 01743 444397, at firstname.lastname@example.org or by post at Customer Service Department, SUST Ltd, Unit 5 Shropshire Food Enterprise Centre, Vanguard Way, Shrewsbury, Shropshire, SY1 3TG
Quick returns summary
In order to arrange a return, please contact us on 01743 444397 or email@example.com with your order number, details of the item you are returning and the reason for the return. We will then reply with the address you need to send the item to. You’ll need to package the item securely and include your original order number, name and address. If your item is faulty you will need to tell us what exactly the fault is. When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund. We can only refund postage costs if we have sent you the wrong item or if there is a quality issue with your goods. We cannot be held responsible for non-delivery of returned goods. We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method.
Our returns policy is valid for 28 days from receipt of goods.