Refund policy
OUR CANCELLATION AND REFUND POLICY
Definitions and Interpretation
1.1. In this Cancellation & Refund Policy, unless the context otherwise requires, the following expressions have the following meanings:
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“Bespoke Goods” |
means generally all goods made and customised to order, sold by Us through Our Site, but specifically individually printed items and goods; |
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“Contract” |
means a contract for the purchase and sale of Goods, as explained in Clause 8 in Our Terms and Conditions; |
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“Goods” |
means goods (that are not made or customised to order) sold by Us through Our Site; |
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“Order” |
means your order for Goods and/or Bespoke Goods; |
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“Order Confirmation” |
means our acceptance and confirmation of your Order; |
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“Order Number” |
means the reference number for your Order; and |
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“We/Us/Our” |
means VS One Group Limited, a company registered under company number 11803856, and who’s registered address is located at Unit 2 81 Rabone Lane, Smethwick, B66 3JH, United Kingdom. |
Cancelling and Returning Goods if You Change Your Mind
2.1 If you are a Consumer in the European Union or United Kingdom, you may have a legal right to a “cooling-off” period within which you can cancel the Contract for any reason, subject to the exceptions stated below (including but not limited to Bespoke Goods). We have a 14 calendar day cooling off period. This period begins once your Order is submitted and We have sent you your Order Confirmation, i.e. when the Contract between you and Us is formed. You may also cancel for any reason before We send the Order Confirmation.
2.2 If you wish to exercise your right to cancel under this Clause 2, you must inform Us of your decision within the cooling-off period. To start a cancellation, you can contact us at support@bannerbay.co.uk.
In your message please provide Us with your name, address, email address, telephone number, and Order Number.
The Cancellation is effective from the date on which you send Us your message. Please note that the cooling-off period lasts for whole calendar days. If, for example, you send Us an email or letter by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted. In your message please provide Us with your name, address, email address, telephone number, and Order Number.
2.3 For quality and Customer Support purposes, we may ask you why you have chosen to cancel and may use any answers you provide to improve Our products and services However please note that you are under no obligation to provide any details if you do not wish to.
2.4 Please note that in any event, Customised or Bespoke Goods do not qualify for the 14 calendar day cooling off period if we have already commenced printing your ordered Goods. You may only cancel after receiving Bespoke Goods if there is a problem with them, as set out in Clause 3 below, but you cannot cancel merely because you have changed your mind or they are no longer required.
2.5 Please also note that you will lose your legal right to cancel or seek a refund under this Clause 2 in the following circumstances:
2.5.1 If the Goods are custom printed to your specific order;
2.5.2 If the Goods are sealed for health or hygiene reasons or are perishables and you have unsealed those Goods after receiving them;
2.5.3 If the Goods consist of sealed audio or video recordings (e.g. CD or DVD) or sealed computer software and you have unsealed the Goods after receiving them;
2.5.4 If the goods or products show any obvious sign of use or worn condition;
2.5.5 If any eligible Goods are returned minus any tags or labels or packaging;
2.5.6 If the Goods are likely to deteriorate quickly, for example flowers or food/ drink items;
2.5.7 If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.
2.6 Any Refunds under this Clause 2 may be subject to deductions in the following circumstances:
2.6.1 Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them (e.g. no more than would be permitted in a regular shop). Please note that if We issue a refund before We have received the Goods and have had a chance to inspect them, We may subsequently charge you an appropriate sum if We find that the Goods have been handled excessively.
2.6.2 Standard delivery charges will be reimbursed in full as part of your refund if we are clearly at fault. Please note, however, that We cannot reimburse for premium delivery. We will only reimburse the equivalent standard delivery costs when issuing refunds under this Clause 2.
2.6.3 Any refund due under this Clause 2 will be made using the same payment method that you used when ordering the Goods unless you specifically request that We make a refund using a different method.
Our Liability to Consumers
3.1 We will be responsible for any foreseeable loss or damage that you may suffer as a result of Our breach of this Cancellation & Refund Policy (or the Contract) or as a result of Our negligence. Loss or damage is foreseeable if it is an obvious consequence of Our breach or negligence or if it is contemplated by you and Us when the Contract is created. We will not be responsible for any loss or damage that is not foreseeable.
3.2 We make no warranty or representation that the Goods and/or Bespoke Goods are fit for commercial, business or industrial use of any kind (including resale). We will not be liable to you for any loss of profit, loss of business, interruption to business, or for any loss of business opportunity.
3.3 Nothing in this Cancellation & Refund Policy seeks to limit or exclude Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or subcontractors); or for fraud or fraudulent misrepresentation.
3.4 Nothing in this Cancellation & Refund Policy seeks to exclude or limit your legal rights as a Consumer. For more details of your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office.
Faulty, Damaged or Incorrect Goods
4.1 By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods and/or Bespoke Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect (or incorrectly priced) Goods and/or Bespoke Goods, please contact Us as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund, repair or replacement. Please note that if Bespoke Goods are incorrect as a result of you giving incorrect information rather than them not matching Our description, as explained in sub-Clause 7.5 in Our Terms and Conditions you will not be able to return those Bespoke Goods. Otherwise, your available remedies will be as follows:
4.1.1 Beginning on the day that you receive the Goods and/or Bespoke Goods (and ownership of them) you have a 30 calendar day right to reject them and to receive a full refund if they do not conform as stated above.
4.1.2 If you do not wish to reject the Goods and/or Bespoke Goods, or if the 30 calendar day rejection period has expired, you may request a repair or replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, We may instead offer you the alternative (i.e. a replacement instead of a repair or vice versa) or a full refund. If you request a repair or replacement during the 30 calendar day rejection period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods and/or Bespoke Goods.
4.1.3 If, after a repair or replacement, the Goods and/or Bespoke Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep them at a reduced price, or to reject them in exchange for a refund.
4.1.4 We will not give any refund on items that show clear signs of being worn for hygiene reasons, or damage/ misuse caused by you.
4.1.5 The burden of proof will be on you to prove that the defect or non-conformity existed at the time of delivery.
4.2 Please note that you will not be eligible to claim under this Clause 4 if We informed you of the fault(s), damage, defects or other problems with the Goods and/or Bespoke Goods before you purchased them (and it is because of the same issue that you now wish to return them especially with ‘seconds’, sale or clearance items); if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods and/or Bespoke Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods and/or Bespoke Goods to Us under this Clause 4 merely because you have changed your mind. Please refer to Clause 2 for more details.
4.3 To return Goods and/or Bespoke Goods to Us for any reason under this Clause 4, please contact Us to arrange for a return. We will be fully responsible for the costs of returning faulted or damaged Goods and will reimburse you where appropriate.
4.4 Refunds (whether full or partial, including reductions in price) under this Clause 4 will be issued within 14 calendar days of the day on which We agree that you are entitled to the refund.
4.5 Any refunds under this Clause 4 will be made using the same payment method that you used when making your Order. If that is not possible then we will make a refund using a different method you specify.
4.6 For further information on your rights as a consumer, please contact your local Citizens’ Advice Bureau or Trading Standards Office.