Refund policy
Last Updated: August 23, 2024
Thank you for shopping at Rex's Online Store. We want you to be completely satisfied with your purchase. If you are not, we’re here to help.
1. Your Rights Under UK Law
Under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have certain rights regarding refunds and returns. This policy outlines those rights and the procedures for returning items purchased from our online store.
2. Right to Cancel
• Cooling-Off Period: You have the right to cancel your order within 14 days without giving any reason. This period starts from the day after you receive the goods.
• How to Cancel: To cancel your order, you must inform us in writing (e.g., email or letter) or by using our cancellation form available on our website. You must do this within the 14-day cooling-off period.
3. Returning Items
• Return Period: Once you have informed us of your decision to cancel, you must return the goods to us within 14 days.
• Condition of Returned Goods: The goods must be returned in their original condition, including all packaging, tags, and accessories. You are responsible for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
• Cost of Returns: Unless the item is faulty or not as described, you are responsible for the cost of returning the goods to us.
4. Refunds
• Processing Your Refund: Once we receive the returned goods, we will inspect them and notify you of the approval or rejection of your refund. If approved, we will process your refund within 14 days of receiving the goods or proof of return.
• Method of Refund: Refunds will be issued using the original payment method unless otherwise agreed.
• Delivery Charges: If you cancel your order within the 14-day cooling-off period, you are entitled to a full refund, including standard delivery charges. If you chose a premium delivery option, we will only refund the cost of standard delivery.
5. Faulty or Misdescribed Goods
• Your Rights: Under the Consumer Rights Act 2015, if the goods are faulty, not as described, or unfit for purpose, you are entitled to a full refund, repair, or replacement.
• Timeframe for Faulty Goods: You have 30 days from the date of delivery to claim a refund for faulty goods. After this period, you may be entitled to a repair or replacement, and if these are not possible, a partial refund may be offered.
6. Exceptions
Certain items are excluded from the right to cancel, including but not limited to:
• Perishable goods.
• Custom-made or personalised items.
• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
7. How to Return Your Items
• Contact Us: If you have any questions about our return and refund policy, please contact us at info@rexsonlinestore.co.uk
• A return label will be provided
8. Complaints and Dispute Resolution
If you have a complaint or dispute regarding your purchase, please contact us directly. We aim to resolve any issues amicably. If you are not satisfied with our response, you may use alternative dispute resolution services or seek advice from your local Citizens Advice Bureau.
This policy is designed to comply with UK law and ensure a clear and fair process for both you and your customers. Make sure to customise it with your specific business details.