Returns, Refund & Promotion Policy
1. Returns and Refunds
1.1 Return Process
Please notify us via email sales@charlesfarris.co.uk or telephone (01747 861 839) before returning any goods so we can advise on the correct procedure.
1.2 Unwanted Goods (Change of Mind)
If you purchased your item online, you may return unwanted goods within 14 days of delivery, provided they are unopened, unused, and in a fully resaleable condition in accordance with the Consumer Contracts Regulations.
Customers are responsible for the cost of returning unwanted items and must use a tracked courier service. Please retain proof of postage, as we cannot accept liability for returns lost in transit.
1.3 Faulty or Damaged Goods – 30-Day Right to Refund
If your item is faulty or arrives damaged, please contact us at sales@charlesfarris.co.uk with photographs and a description of the issue so we can assist you promptly.
1.4 Condition of Faulty Goods
If more than half of the product has been used, we may be unable to process a refund unless the fault concerns the remaining product.
1.5 Refund Timing
Refunds will be processed within 14 days of the returned goods being received and inspected.
1.6 Gift Sets
Items purchased as part of a gift set may only be returned as a complete, unopened set.
1.7 Original Purchaser Only
Goods can only be returned by the original purchaser, and refunds will only be issued to the original payment method.
1.8 Discounted Items
Refunds for discounted or promotional purchases will reflect the amount actually paid at the time of purchase.
1.9 Third-Party Retailers
If your product was purchased from a third-party retailer, please return it directly to that retailer in accordance with their returns policy. We cannot process refunds for items not purchased through our website.
1.10 Packaging and Condition of Returns
Returned goods must be securely packaged. We cannot accept liability for items damaged due to insufficient packaging.
1.11 Lost Returns
We are not liable for goods lost or damaged in transit. Please ensure your return method includes tracking.
2. Cancellations
2.1 Cancelling Before Dispatch
If you wish to cancel your order, please contact us as soon as possible at sales@charlesfarris.co.uk.
Orders may be cancelled free of charge before dispatch.
2.2 Cancelling After Dispatch
If your order has already been dispatched, it cannot be cancelled.
You may return it as an unwanted item within 14 days, at your own return cost.
3. Delivery
3.1 Estimated Delivery Times
While we aim to deliver within the timeframes stated on our shipping page, delays may occur due to unforeseen circumstances. Delivery delays do not entitle customers to a refund unless otherwise required by law.
3.2 Significant Delays
If your order is delayed by more than 7 working days beyond the expected window, please contact us at sales@charlesfarris.co.uk so we can assist.
3.3 Multi-Order Free Shipping Adjustment
If you place multiple orders within 24 hours totalling over £50, we can apply the free-shipping promotion retrospectively. Please contact us to amend the shipping charge.
4. Discounts, Promotions & Sale Items
4.1 Missed Discount Codes
If you forgot to apply a valid discount code at checkout, please contact us as soon as possible.
Discounts can only be applied if they were valid at the time of purchase and the order has not yet been dispatched.
4.2 Timing of Promotions
Discounts cannot be applied to orders placed before a promotion begins. We cannot backdate promotions or reduced prices.
4.3 Combining Offers
Discount codes cannot be combined with other offers or used in-store unless explicitly stated.
4.4 Validity Period
Discount codes are only valid within the promotional dates specified.
4.5 Minimum Spend Requirements
For promotions requiring a minimum order value, the threshold must be met before shipping costs are added. Postage fees do not count toward the basket total.
