1.1 Despite all our efforts to provide you with the best customer experience, we understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers within England, Scotland, Wales and Northern Ireland.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
This returns does not apply to perishable goods unless there is a problem with the goods under the UK Consumer Contracts Regulations, 2014.
2.1 If 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 and receive a refund in accordance with this policy if:
(a) we receive the returned product within 30 days following the date of dispatch of the product to you;
(b) you comply with the procedure set out in this policy in relation to the return of the product; and
(c) none of the exclusions set out in this policy apply.
3. Returns procedure
We aim to make every order to the customer’s satisfaction. If, however, your product is not received in a consumable condition and the delivery was made within 3 days after we despatched it then we would like to hear about it. Please notify us via email firstname.lastname@example.org
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy must be sent by Royal Mail Signed For delivery to Secret Hamper Ltd, Unit 7C, Beckingham Business Park, Tolleshunt Major, Essex CM9 8LZ
3.3 You will be responsible for paying postage costs associated with returns under this policy. If, however, we find that we are at fault then we will refund the postage costs on production of a receipt.
4.1 The following kinds of products may not be returned under this policy:
(a) food outside the use by date on the package.
(b) Products where the delivery was not made within 3 days and this was your fault.
(c) Perishable goods unless we have been notified of a problem with delivery or the condition of the goods.
5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 We will refund to you the original delivery charges relating to the returned product.
5.3 If we find that we are at fault then we will refund to you your reasonable postage costs incurred returning the product to us on production of a receipt for postage.
5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price 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 liability to you.
7. Our details
7.1 This website is owned and operated by Secret Hamper Ltd.
7.2 Our principal place of business is at Secret Hamper Ltd, Unit 7C, Beckingham Business Park, Tolleshunt Major, Essex CM9 8LZ
7.3 You can contact us by writing to the address given above, by using our website contact for, by telephone on 033 033 373 90 during 9am to 5pm or by email to email@example.com