1. Statutory rights
Nothing in this policy limits your rights under consumer law. Goods must be as described, fit for purpose and of satisfactory quality.
2. Change-of-mind cancellation
For eligible standard goods purchased online, you may cancel without giving a reason within 14 days beginning on the day after the goods are delivered. You must clearly tell us of your decision before the cancellation period expires.
3. Returning cancelled goods
After cancelling, you must return the goods within 14 days. Unless we agree otherwise or the goods are faulty, you are responsible for the direct cost of return. Use a tracked service and retain proof of postage.
4. Condition and deductions
You may inspect goods as you would in a shop. We may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
5. Personalised goods
Goods made to your specifications or clearly personalised are excluded from change-of-mind cancellation rights. This exclusion does not apply where goods are faulty, damaged, not as described or otherwise fail to meet your statutory rights.
6. Faulty, damaged or incorrect goods
Contact us promptly with your order number and, where useful, photographs. Where goods are faulty, damaged, incorrect or not as described, we will provide the remedy required by law, which may include a refund, repair or replacement.
7. Refund timing and method
For a valid change-of-mind cancellation, we may withhold the refund until we receive the goods or evidence that they have been sent back. Refunds will be made without undue delay and within the applicable legal period, using the original payment method unless otherwise agreed.
8. Original delivery charge
Where the law requires it, the refund will include the cost of our least expensive standard delivery option. Extra cost for a premium delivery method selected by you is not refundable unless the goods were faulty or we agree otherwise.
9. Starting a return
Email hello@cbmerch.co.uk before sending anything back. Include your order reference, the item concerned and the reason for contact. We will provide return instructions and the return address.
Contact
Questions about this policy can be sent to hello@cbmerch.co.uk.