returns

We understand that from time to time you may wish to return a product to us and have created this 21 day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies irrespective of your geographical location and does not affect any statutory rights you may have (such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000).*

If you would like to return an item to us, please contact us in the first instance to let us know what the problem is. You can do this here or by calling 01572 723800 (Mon - Sat 10 - 5).

Where you have no other legal right to return a product and receive a refund or exchange (ie if the product is faulty or not fit for purpose), then you will be entitled to return a product to us where:

(a) we receive the returned product within 21 days following the date of purchase of the product;

(b) the returned product is unused, in its original 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;

(d) none of the exclusions set out below apply.

Returns procedure

In order to take advantage of your rights under this returns policy, you must:

Notify us by email (contact@hirstandhirst.co.uk) or telephone (01572 723800) stating the reason for the return. Package the item for posting – we suggest that you use the packaging we provided to ensure that it does not get damaged in transit. Take to the Post Office and return to “Returns, hirst & hirst living, 18 Church St, Oakham, LE15 6AA. Please ensure that you retain your proof of postage.

You will be responsible for paying postage costs associated with returns under this policy.

Exclusions

The following kinds of products may not be returned under this policy:

(a) DVDs, CDs and other audio or video or audio-visual recordings;

(b) any product made to your specification;

(d) gift vouchers.

Refunds

We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges and excluding the costs of returning the product to us. If the product is faulty or you believe that it is not as described on the website we will refund all delivery and return posting costs.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.

Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional 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.

If you cancel a contract under the terms of the Distance Selling Regulations (2000) and you do not return the products to us, we may recover the products and charge you for the costs we incur in doing so. Similarly, if you return the products at our expense, we may pass that expense on to you.

This Section applies to consumers, not business customers. If you are a business customer, the applicable returns policy is set out here.

*Contract cancellation under the Distance Selling Regulations

Please note that you are entitled to cancel this contract provided that you notify us no longer than 7 working days after the day on which you receive the Products.

If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 7 working days after the day on which you receive the Products, and that you have taken reasonable care of the Products and not used them. Please follow the procedure set out in our Returns procedure.

Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty or not as described:

Made to measure or personalised goods
Perishable goods (such as flowers and food)
Unsealed CDs, DVDs, tapes or other recording media, software or videos

Please see our Refund policy for further details.