General Website Returns & Cancellation Policy
1. General Provisions
Shelping’s Return and Cancellation Policy forms part of, and must be read in conjunction with, our general Terms & Conditions. Shelping reserves the right to change this Policy at any time. Our Policy does not affect your Statutory rights as a consumer.
Shelping wants you to be completely satisfied with your purchase. In the unlikely event that you are unsatisfied with your order, Shelping offers a 100% satisfaction money-back guarantee. We will be happy to either exchange products or refund the full price, if you return it within 30 days of delivery. The Shelping guarantee is in addition to your Statutory rights (see below).
It is important that you check your order and products carefully upon receipt and always before use. If you identify any errors or issues, please contact us via [email protected] so we can work with you to provide a resolution.
2. Your Right to Cancel
You have a Statutory right to cancel your order up to 14 days following receipt of your products. Shelping has extended this right to allow you to cancel your order within 30 days of receipt. The cancellation period will expire after 30 days from the day on which you acquire, (or in the case of a third party, where they acquire), physical possession of the products.
To exercise your right to cancel, you must inform us of your decision to cancel your order by making a clear statement to us of your wish to cancel. You can do this by sending an email to us via [email protected].
3. Condition of Products Returned
You should return products to us unopened and in their original packaging, wherever possible. You must take reasonable care of the products and not use them. Unwanted products need to be returned in pristine condition with all retail seals (where relevant) unbroken, in a condition that would enable resale (where relevant).
4. How Do I Arrange a Return?
You may return any unopened, unused products within 30 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error (e.g. you received an incorrect or defective product etc.). Please contact us via [email protected] to arrange your return. We will need to know your order number, the product you wish to return and may ask the reason for the return. Upon receipt of these details, we will provide you with all the necessary information to arrange the return.
Please package the product securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your product to us. Proof of postage does not cost anything. However, without this proof we may not be able to process your refund or replacement in the rare event that your product is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back into the original account that was used to purchase the product. We will make the reimbursement using the same method of payment as was used for the initial transaction, unless you/we have expressly agreed otherwise.
Any product you have accepted and then returned remains your responsibility until it reaches us. Please therefore ensure that you return your product to us using an appropriate delivery service that insures you for the value of the products.
5. Effects of Cancellation
If you cancel your order, we will reimburse all eligible payments received from you, including the cost of standard delivery. We will not reimburse supplementary postage costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us. We may make a deduction from the reimbursement for any loss in value of any products supplied, if the loss is a result of any unnecessary handling by you of the products.
We will make the reimbursement without any undue delay and not later than 14 days after we receive the returned products back from you, or (if earlier), 14 days after the day you provide evidence that you have returned the products to us (e.g. proof of postage), or (in the case where no products were supplied), 14 days after the day on which we are informed about your decision to cancel the order. We will make the reimbursement using the same method of payment as was used for the initial transaction, unless you/we have expressly agreed otherwise. In any event, you will not incur any fees because of the reimbursement. You will, however, bear the direct cost incurred in returning the products to us.
6. Will You Refund My Postage Costs to Return the Product?
We are more than happy to refund the postage costs to return a product to us where the return is due to an error on our part. This will apply, for example, where: – a) we have sent you the wrong product, b) we have sent a product that is damaged or faulty, or c) where you are returning a substitute product that you do not wish to keep.
We will not refund postage costs to return products that are no longer wanted or required. These costs will need to be covered by you. Again, we recommend using an appropriate delivery service that insures you for the value of the products. We may, at our sole discretion, agree to either refund or pay for the costs of postage where products are being returned to us unopened, in pristine condition in their original packaging, with all retail seals (where relevant) unbroken. We will not refund postage costs associated with the return of any product reported damaged or faulty, where no such error is later found through our testing processes. Liability for any costs of posting the product back to you in these circumstances will depend on the product and will be communicated to you after the testing process has been completed.
If you paid for the order by credit/debit card or PayPal, any charges made by the payment processor will be deducted from your refund. In such circumstances, if you return the whole order the delivery charge will be refunded. If you return individual products forming part of an order due to damage or fault, postage will be refunded for such products on a pro-rata basis.
7. Products Unsuitable for Return
For some products and in some instances where a product has been opened and/or used, and for reasons of hygiene, we cannot accept returns. In all cases, returned products which are not in new or unused condition may not be fully credited to your account, unless such products are faulty. We reserve the right to deduct from the refund any loss of value caused by unreasonable handling and/or use. This does not affect your right to return faulty products, where either a replacement or full refund will be offered.
If you are not entirely satisfied with the way in which we have handled the cancellation of your order, including the return or replacement of any product, we would like to hear from you to resolve this. Please contact us via [email protected] or write to us at Shelping, Unit 439 Air Cargo Centre, Argosy Road, East Midlands Airport, Castle Donington, Derbyshire, DE74 2SA.