Returns & Refunds

Change-of-mind cancellations

If you buy from us online, you have the legal right to cancel your order without giving a reason within 14 calendar days. For goods, this period begins the day after you, or someone you nominate, receives the goods.

How to cancel and return goods

To cancel, contact us at charlene@saundersandsmalls.co.uk within the 14-day cancellation period with your order number and a clear statement that you wish to cancel. Once you have told us you are cancelling, you then have a further 14 days to send the goods back to us.

For change-of-mind returns, you are responsible for the cost of returning the goods to us unless we have agreed otherwise. We recommend using a tracked and insured service because you are responsible for the goods until they reach us.

Condition of returned goods

Returned goods should be:

• —unused, except for reasonable inspection as described below
• —complete, with all accessories, manuals, inserts, and parts
• —in a resaleable condition
• —returned in the original packaging where reasonably possible

You may inspect goods as you would in a physical shop to establish their nature, characteristics, and functioning. If handling goes beyond what is necessary for that inspection and reduces the value of the goods, we may make a deduction from your refund. For safety-critical products such as car seats, installation, travel use, impact, missing parts, or damaged packaging may significantly reduce resale value. Please package returns securely; you do not lose your cancellation right simply because you have removed packaging to inspect the goods.

Refunds

We normally process refunds within 14 days after we receive the returned goods, or within 14 days after you provide evidence that you have posted them back, whichever is earlier. Refunds are made to the original payment method. Where you paid for outbound delivery, we refund the standard delivery cost; if you chose a more expensive delivery option, we only refund the amount of our standard delivery option.

Exceptions

Some items cannot be returned for a change of mind unless they are faulty, including:

• —personalised or custom-made items
• —sealed goods that are not suitable for return for health or hygiene reasons once unsealed
• —perishable goods or opened consumables

Faulty goods

Faulty goods are handled separately from change-of-mind cancellations. If your item is faulty, not as described, or not of satisfactory quality, you have rights under the Consumer Rights Act 2015. Please contact us as soon as possible with your order number and details of the issue so we can arrange the appropriate remedy. Where goods are faulty or incorrect, we will cover reasonable return costs.