Returns & Refunds

It is our top priority and hope that you are happy with the Products you purchase from us. In the unfortunate case that something’s not right, we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

If you would like more information on your legal rights, contact your local Trading Standards Office www.tradingstandards.uk or Citizens Advice Bureau www.citizensadvice.org.uk

Nothing in this notice excludes or limits your legal rights (also referred to as your statutory rights).

Your Right To Cancel An Order

In the UK you have a legal right, under the Consumer Contracts Regulations June 2014, to cancel your order within fourteen (14) days following your receipt of the goods. Refunds for orders cancelled under the provisions of the Consumer Contracts Regulations will be processed in accordance with your legal rights.

You may not cancel orders for the following types of products:

• Products which have been unsealed and/or used
• Customised or bespoke Products
• Perishable goods, including live plants and trees

Under the Consumer Contracts Regulations June 2014 you have a duty to take reasonable care of Products whilst they are in your possession. You will receive a full refund of the purchase price of the Products.

If your cancellation request is received before your order has been posted, we will issue you with a full refund, no questions asked.

This is not intended to be a full statement of your rights under the Consumer Contracts Regulations. Full details of your rights are available from your Local Authority’s Trading Standards Office.

Returns

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. We can accept goods back provided that:

• The goods are in a re-sellable condition
• The goods have not been opened or used

Please also retain your proof of purchase as we’re unable to provide a refund or exchange without a valid proof of purchase.

How To Return A Product

1. Post the Product back to us

To start a return via post, please contact us at orders@cutlershardware.com stating your order number, reason for return and whether you would like an exchange or refund. If the Product is damaged or faulty, we may also request photographic evidence before approving the return. Items sent back to us without first requesting a return will not be accepted.

Please ensure that the Product is packed appropriately for posting, either in the original box or suitable packaging, to protect against damage on the way back to us. You are responsible for ensuring that the Product arrives back to us in a re-sellable condition in order for you to receive a refund. As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.

Our return address is as follows:

165 Bramcote Lane

Nottingham

NG8 2QJ

2. Visit us in store

Whether you bought the product in store or online, you’re welcome to visit us in store to see how we can help.

You will need to bring your store till receipt or online order confirmation as proof of purchase, and if applicable, the original card used for purchase.

Once you have returned your goods to our store, your return will be processed within 48 hours and your refund will then be processed to the original payment method.

Damages And Issues With A Product

We sincerely apologise if you receive a Product in a damaged or defective state, this is certainly not the experience we wish to provide.

Please inspect your order upon receipt and if the item is defective, damaged or if you receive the wrong item, contact us immediately at orders@cutlershardware.com so that we can provide you with a replacement or refund.

Refunds

To request a refund, please contact us at orders@cutlershardware.com stating your order number and reason for refund request. If the Product is damaged or faulty, we may also require photographic evidence before approving a refund.

In the case that you return the Product for a refund, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

Once your refund has been approved, you will receive a full refund of the price you paid for the Product to your original payment method. We will refund the cost of the goods only, not your return postage.

We will process the refund due to you within 10 working days of the day on which we receive the returned goods. All refunds will be to the original payment method used for the purchase. Please also remember it can take several working days for your bank or credit card company to process and post the refund too.

Exchanges

If you’ve changed your mind about size or colour, the fastest way to get a replacement Product is to return the original Product and place a separate order for the correct Product. If you have any questions, please contact us at orders@cutlershardware.com with your order number in the email.