6. Cancellation Rights
6.1. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
6.1.1. If what you have bought is faulty or mis-described, you may have a legal right to end the contract;
6.1.2. If you want to end the contract because of something we have done or have told you we are going to do, see clause 6.2;
6.1.3. If you have just changed your mind about the product, see clause 6.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions or restrictions on certain products such as perishables.
6.2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been delivered. The reasons are:
6.2.1. we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 4.2);
6.2.2. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
6.2.3. there is a risk that supply of the products may be delayed significantly because of events outside our control;
6.2.4. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or
6.2.5.you have a legal right to end the contract because of something we have done wrong
6.3. Exercising your right to change your mind. For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, are explained in more detail in these terms.
6.4. When you won’t have a right to change your mind. Your right as a consumer to change your mind does not apply in respect of:
6.4.1. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. This will apply to many types of food products purchased from our website;
6.4.2. any products which become mixed inseparably with other items after their delivery.
6.5. How long do you have to change your mind? You have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.
6.6. How to end the contract with us. To tell us you want to end the contract, please let us know by doing one of the following:
6.6.1. by email. email email@example.com Please provide your name, home address, details of the order and, where available, your phone number and email address.
6.6.2. phone. To cancel an order please call our order enquiries line at 01359 271071
6.7. When we will pay the costs of return. We will pay the costs of return:
6.7.1. if the products are faulty or mis-described;
6.7.2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
In all other circumstances you must pay the costs of return.
6.8. How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
6.9. When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:
6.9.1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a physical ‘bricks and mortar’ shop.
6.9.2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
6.9.3. Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
6.10. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:
6.10.1. your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. If we accept a return we will give you the return information then.
6.10.2. in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.