Sogen [SS02-ENB14] Common
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OUR RETURNS POLICY
We strive to display all our products as they would look in your homes and in a manner that fully showcases our Products’ colors, shapes, and styles.
However, whilst we do everything we can to make sure you’re happy with your order, we do appreciate that at times things don’t always work out. So if you do need to make a return, we’re on hand to help.
WHAT HAPPENS IF I’VE CHANGED MY MIND?
If you’re dissatisfied with your Product in any way, please contact us at firstname.lastname@example.org.
If you wish to return any of your Products, you may do so within 14 days of receiving your Products.
Where you are returning Products purchased in-store (including Click and Collect) we reserve the right to offer you store credit as an alternative to a cash refund.
We ask that customers ensure all Products are returned in their original packaging. Unfortunately, for safety reasons, we are unable to accept returns on any Products that show signs of use or, in the case of miniatures/models, have already been subject to assembly, unless defective.
PROCESSING FEES ON ORDER CANCELLATIONS
To assure the quality and good maintenance of our services, we reserve the right to charge a processing fee of 5% per total cost of your order, to cover the processing cost of your order. This applies to orders not posted to you at the moment of the cancelation.
WHAT IF MY PRODUCTS ARE DAMAGED?
We carefully pack all our Products for shipment, but occasionally accidents do happen. If your product arrives damaged, or not as you order it, then please do let us know.
If you believe your Products have been damaged in transit, please let us know within 14 days of receiving your Products.
Typically where a Product is damaged we may request that you provide evidence of the damage by sending an email to email@example.com. We would then ask that you return the Products to us, after which, we’re happy to issue you a replacement free of charge.
HOW TO RETURN AN ITEM?
Unless your Products are damaged in transit, then all Products must be returned unused, unsealed, and in their original packaging.
Please note that unless your Product is defective, we are unable to accept any returns where the box has been opened.
If you are returning a defective product, it must be returned with the original box intact; please do not affix any label to the original boxes of the Product as this could damage it; when using tape to reseal the original white boxes, please only use transparent tape.
To start a return, you can contact us at firstname.lastname@example.org . Items sent back to us without first requesting a return will not be accepted.
All returns should be sent to the following returns address or brought into the store: FAO: Returns Dept., Living Realms Ltd, 13-15 Sagar Street, Castleford, United Kingdom, WF10 1AG.
It is your responsibility for arranging the return of your Products, including paying for postage packaging costs. However, we politely recommend you send any Products back to us via recorded delivery. We will not be responsible for any Products that go missing in the post.
Once you have notified us of your wish to return your Products, it is important that you do so within 14 days of notifying us. For any Products returned after this period, we reserve the right to either charge a restocking fee, issue a replacement or credit (as opposed to a refund), or, in certain circumstances, refuse to accept the return.
As soon as the Products have been received and inspected by us, we will then issue a replacement, exchange, or full refund as applicable depending on the nature of your return.
WHAT ARE MY RIGHTS?
Our Returns Policy, as it applies to any damaged or defective Products, or any Products returned by you within your statutory cooling-off period, is compliant with your statutory consumer rights.
If you are unsatisfied with our Products or our Returns Policy, we ask that you get in touch with us first and we’ll do everything we can to address your concerns.
You can obtain further information about your consumer rights from the Citizens Advice Bureau or by calling them on 03454 04 05 06.