Cancellation and Returns

Cancellation and Returns 

You have the right to cancel this contract or to return goods within 14 days without giving any reason. (The cancellation period will expire 14 days from the day on which you acquire physical possession of the Goods).

To exercise your right to cancel you must notify us immediately preferably by email to peter@heritagewoodcraft.co.uk or by calling us on 01634 307030. You must provide us with a clear statement of your decision to cancel this contract before the cancellation period has expired.

We cannot guarantee that we will be able to stop your order once we receive notice of cancellation as the Goods may already have been dispatched. In these cases, the Goods will need to be returned to us and the postage will be payable by you.

If you cancel this contract or return Goods within the period specified above, we will reimburse to you all payments received from you, excluding the costs of delivery.

We may make a deduction from the reimbursement for loss in value of any Goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without delay and not later than –

14 days after the day we receive back from you any Goods supplied, or

14 days after the day you provide evidence that you have returned the Goods, or

if there are no Goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make all refunds using the same means of payment as you used for the initial  transaction. We may withhold the refund until we have received the Goods back or you have supplied evidence of having sent back the Goods, whichever is the earliest.

The goods should be sent back to us or handed over to us at the following address:

34 Meadowdown Close, Hempstead, Gillingham, Kent, ME7 3SU without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send the Goods back before the period of 14 days has expired.

You will have to pay the costs of returning the Goods.

 Return of Bespoke Goods:

The right to cancel an order for Goods described in ‘Cancellations and Returns’ above DOES NOT APPLY to orders for personalised Goods or Goods which are made to your specification. Once a bespoke order has been placed, payment in full must be made. It may be possible to cancel your order and refund the order ONLY if work has not already started on the order. Please contact us immediately to discuss cancelling a bespoke order.

 Returns where Goods are Faulty: 

Please email peter@heritagewoodcraft.co.uk to inform us of your wish to return Goods quoting your name and email address . If you notify us of the fault within a reasonable period of delivery of the Goods to you then we will offer you the option of a full refund, repair, or replacement. You must ensure that the Goods are returned to us at your cost immediately by courier in good condition and unused.

The cost of collecting or returning the Goods to us must be paid by you unless we agree that the Goods are faulty or damaged upon receipt by you.

We try to select and package the Goods as well as possible to ensure they arrive in good condition. However, if the Goods are not what you ordered, we will replace it free of charge or provide a full refund as appropriate.

All goods are sent out undamaged and are suitably packaged to protect the goods from damage in transit. If the goods arrive damaged through no fault of ours, we will require photographic evidence of the damage within 24 hours of receipt of the goods. A discretionary decision will then made by us as to whether a full or partial refund of the goods will be expedited. All returned Goods should be returned using a reputable courier such as Parcel Force or DHL at your own cost.