1.1 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, irrespective of their geographical location.
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).
2. Returns (unwanted goods)
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) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
3. Returns (faulty items)
3.1 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 for replacement or refund (depending on stock availability) in accordance with this policy if:
(a) we receive the faulty product no later than 90 days following the date of dispatch of the product to you;
(b) the returned product is in its original manufacturer packaging (where applicable), with any labels / adhesive still attached;
(c) where damage / fault has not been caused by improper installation / fitting;
(d) where goods are received with physical damage, we must be notified within 48 hours from time of delivery;
(e) you comply with the procedure set out in this policy in relation to the return of the product;
(f) we reserve the right to reject returns in the case of suspected abuse of return policy, including but not limited to : number of faulty parts larger than average (>1.5% of same part purchased) unless acknowledged manufacturing defect, parts returned suspected to be supplied by another vendor, consistent improper installation techniques causing failure of parts;
(g) in the case of rejected returns, goods will be returned as received to customer with subsequent order, if no subsequent order is placed shipping will be charged for the return of these;
(h) none of the exclusions set out in this policy apply.
4. Returns procedure
4.1 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.
4.2 Products returned under this policy must be sent by a fully trackable service such as Royal Mail Special Delivery or other courier to our address at : Headlane Limited, 23 Warple Way, London, W3 0RX.
4.3 You will be responsible for paying postage costs associated with returns under this policy, unless the item being returned is faulty in which case we will pay the costs associated with the return of products in accordance with this policy.
5.1 The following kinds of products may not be returned under this policy:
(a) Non stock items which were specifically backordered ordered from the manufacturers upon customers’ request.
6.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you i accordance with this policy.
6.2 We will not refund to you the original delivery charges relating to the returned product.
6.3 We will refund to you your reasonable postage costs incurred returning the product to us if the item is being returned due to being faulty.
6.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
6.5 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.
7. Improper returns
7.1 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 dditional 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.
8. Our details
8.1 This website is owned and operated by Headlane Limited.
8.2 Our principal place of business is at 23 Warple Way, London, W3 0RX.
8.3 You can contact us by writing to the address given above, by using our website contact form, by telephone on 0208 749 7777, or by email to firstname.lastname@example.org