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UK & EU CUSTOMERS
We hope you'll love all our products but in the unlikely event you're not entirely satisfied, you can cancel your contract with us or return your item/s to us (see below for detail about Your right to cancel and our 30 day Goodwill Return policy).
Your right to cancel
Under the Consumer Rights Directive you have the right to cancel your contract with us for any reason, at any time up to 14 calendar days after the day on which you receive the goods ordered (if products are delivered separately - the 14 day period starts on the day you receive or the third party indicated by you receives the last item).
You’ll need to tell us clearly that you wish to cancel your order – you can use our cancellation form that is available here (but it is not obligatory).
If you choose to use the form, you can scan a signed copy and email it to firstname.lastname@example.org.
Alternatively you can just email us with your cancellation request.
You can also notify us via post by sending your request to - Kontri Ltd. 49 Hevea Road DE13 0SH Burton-on-Trent UK
If you have contacted us to cancel before your products arrived, though your order will have been cancelled, delivery cannot be interrupted. Please refuse any delivery of cancelled products or return them to us.
Please send back the items no later than 14 days after telling us your wish to cancel (the deadline is met if you dispatch the goods before the period of 14 days has expired).
Specified Returns Address:
Kontri Ltd. 49 Hevea Road DE13 0SH Burton-on-Trent UK
You will have to bear the direct cost of returning your cancelled order to us unless the products were delivered to you in error or if they arrived defective or damaged. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
Effect of cancellation- Refunds
Any delivery cost charged to your order will be included in your refund once we have received all (not part) of your order. Please note the we have the right to limit delivery charge refund to the value of standard delivery. Your refund will be issued within 14 days of receipt of the products using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. If you provide us with evidence that you have returned the goods (proof of dispatch) we will proceed with the refund without waiting for your return to reach us. If you cancelled your order and there were no goods supplied, your refund will be issued within 14 days after the day on which we are informed about your decision to cancel.
You must take reasonable care of the products that you wish to cancel.
Your statutory rights are unaffected.
For further information about your statutory rights, contact your local authority or consumer advice centre (for example the Citizen’s Advice Bureau if you are living in the UK).
We want you to love what you ordered, in addition to your cancellation rights as described above, if you change your mind - we offer you an extended time to do it and local returns addresses in UK, Germany, Italy and France.
Our goodwill return policy (where we have no legal right to accept your return under the CRD or otherwise) is offered on items that you request to return within 30 days of receipt.
Returned goods must in the same condition you received them (with tags). Remember to take reasonable care of your items when testing them, as we may refuse returns where it's obvious this hasn't been done.
|Check the date|
Check if your 30 day return window hasn't ended.
|Let us know|
Inform us via e-mail to email@example.com that you'd wish to return your item (please specify your order number and items you wish to return).
If you are a customer from France/Germany/Italy - in our reply we will send you the address of our local returns centre in France/Germany/Italy.
|Prepare your parcel|
Include your order number on or in the parcel. If we won't be able identify clearly your return, your refund may be delayed.
You can re-use the packaging we used to ship the goods to you, but if that's not possible then please use any suitable packaging that will sufficiently protect the items in transit. Please make sure you cover up the original delivery address, so that the parcel doesn't mistakenly get delivered back to your address.
|Send it back|
Please send back the items within 14 days after telling us your wish to return (the deadline is met if you dispatch the goods before the period of 14 days has expired). You will have to bear the direct cost of returning your items to us unless the products were delivered to you in error or if they arrived defective or damaged.
Customers from France, Germany and Italy - please use our local returns address.
If you are a UK/EU customer (countries other than France, Germany, Italy) please send your return to:
Kontri Ltd. 49 Hevea Road DE13 0SH Burton-on-Trent UK
If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
|Get your refund|
We will issue your refund after we have received your return. We will send you an email to let you know once your refund was issued back to your original method of payment. We aim to issue refunds as soon as possible. Please note this usually takes around 1 business day but may take up to 14 days. You will be entitled to a full refund, provided you meet the terms of our Goodwill Refunds policy, including standard delivery charges for orders returned in full (not in part).
Our goodwill return policy does not affect your legal rights under the CRD or other legislation.
The European Commission provides Online Dispute Platform which will allow consumers to submit a complaint about a product or service to a trader based in another European country via an online form and settle it out-of-court. This platform is available here Online Disputes
EXCHANGES - DOMESTIC AND INTERNATIONAL ORDERS
If you'd like to order another item (for example another colour) you will will need to:
|Return your item|
Please follow the returns process applicable to your order (described above). Remember to let us know first before you send anything. Once we receive your return you will be refunded accordingly (see above for more details). Returned items should be in the same condition you received them (with tags).
You will have to bear the direct cost of returning the goods to us.
|Order a new item|
Place and pay for the new order (including the delivery cost if applicable).
If you'd like to reduce the time necessary to receive a new product you can always reverse this process - place and pay for the new order and then return the original one to us.
You have certain rights as a consumer, including legal rights relating to faulty or misdescribed goods. If your item is delivered to you damaged or faulty you can contact us for a repair or replacement or, where this is not possible, for a refund. Please contact us to arrange return of faulty items.
The cost of returning the faulty goods to us will be returned to you once we receive the product. We will keep you updated as to the status of your faulty goods return.