RETURNS, REFUNDS AND SHIPPING POLICY
PURCHASES MADE THROUGH OUR WEBSITE
If you wish to return your product, please email us at firstname.lastname@example.org. Please make sure you also include proof of purchase with your return.
To receive a full refund, you must return the item within 14 days of receiving it. It must be undamaged and in original condition. The original postage will not be refunded.
Unfortunately for some products which require heavy packaging and handling we reserve the right to charge customers for processing. This is especially the case for international shipping which is quoted separately (please see below*).
During the festive period, our returns window has been extended. All purchases made in November or December 2015 must be returned before the 22nd of January for an exchange, or 12th of January for a refund.
It must be undamaged and in original condition. The original postage will not be refunded.
PURCHASES MADE THROUGH ONE OF OUR STOCKISTS
For returns policy please see individual stockist for information.
PURCHASES MADE THROUGH ONE OF OUR STALLS OR A SHOW (*Exclusion - see below)
If you wish to return your product, please notify us within 7 days. We reserve the right to either issue a full or partial refund or offer a credit note. We do not usually issue a refund for 'change of mind. To be considered for a refund goods must be undamaged and in original condition. We will however guarantee a full credit note if you return undamaged goods to us within 7 days of purchase.
Generally, we are not obliged under UK consumer law to offer a refund if the customer 'changes their mind', so we reserve judgement on a case by case basis.
Unfortunately, for some products which require heavy packaging and handling we also reserve the right to charge customers for processing. This is especially the case for international shipping which is quoted separately (please see below*).
*Exclusion - INTERNATIONAL SHIPPING QUOTED & PAID FOR SEPARATELY
From time to time some customers pay for international shipping separately. For example, when buying a product from one of our stalls or shows and the shipping cost is an unknown. This is usually the case when we cannot guarantee international shipping costs, but issue guidance instead. Due to the uncertain nature of international shippping we cannot always guarantee shipping costs for customers at point of sale. The actual cost will not be known until we pack, weigh and measure the shipment. We are largely guided by shipping companies and their fees. This is not the case for UK shipments, or items bought through our website as these are pre-measured and weighed. International shipping costs can also fluctuate througout the year. And some package weights are largely determined by the nature of the product and the level of protection required. For example, most of our glass products require excessive packaging to protect against damage. For these reasons, we reserve the right of discretion where a customer refuses to pay for shipping when determining a refund. We will often factor in a cost of handling to prepare the shipment when determining whether a refund should be given. It is in this light that we recommend to customers to consider the implication of international shipping.
For international shipments that customers refuse to pay or unhappy with, (unless faulty or damaged product) we reserve the right to either issue a partial refund, full refund or no refund at all. We will however honour prepaid international shipping agreements paid for upfront, at point of sale, by the customer.
International shippers we use are: DHL, UPS and Parcelforce. All our international shipments are fully insured. And the utmost care is taken in the packaging process.
If you have any queries on any of the above, then please feel free to contact us at:
Dustbin and Bones