Contract cancellation under the Consumer Contract Regulations applicable to those customers whom fall within the remit and law of the consumer contract regulations June 2014.
The regulations are amended as per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations
Consumer contract regulations selling regulations cover consumer transactions and not Business to business transactions.
You are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 14 calendar days in writing.
A model cancellation form can be found by clicking here
If you wish to exercise your right to cancel this contract after your order has already been dispatched, we will refund the original purchase price and standard delivery charge, provided that you have notified us in writing no longer than 14 days after the day on which you receive the order, and that you have taken reasonable care of the products and not used them.
Please note performing a charge back is not an acceptable cancellation or escalation process, any charge back undertaken outside of the schemes remit of failure to deliver goods, or damaged goods will incur a charge back processing fee of £75.00 plus VAT plus interest chargeable at 8%
All complaints should be raised in accordance with the sales of goods act or the consumer contract regulations and raised in writing and follow the pre action protocol prior to any chargeback,should a chargeback be raised which is not inline with the terms and conditions we will pursue all legal remedy to recover those funds and legal costs.
Please also note the consumer contract regulations state we must refund standard postage costs and cannot refund other enhanced postal services such as express delivery or one hour slots or any other named enhanced delivery service which has been requested or paid for.
The right to cancel does not apply to the following kind of contracts:
• Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.
• Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
• Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
• Contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery.
In addition to the Consumer Contract Regulations, Consumers can return any item within 14 days of receipt for an exchange.
For returns made outside the Consumer Contract Regulations, we will refund the value of the goods returned to us, at the price you purchased them.
In all cases, the items returned must be in their original condition, complete with any instruction booklets, software and packaging. All goods will be inspected on return. Certain products and services are excluded from this returns policy, including perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.Custom made items may have extended delivery time frames and may exceed advertised delivery time scales if circumstances beyond our control dictate extended delivery time frames.
Sensory Education Ltd will refund the cost of your original standard delivery fee where we are at fault, however for unwanted items we shall not refund the original delivery fee unless you contact us within 14 days starting the day after receipt of the item when distance selling regulations apply.
Where you are cancelling your order within this cooling-off period we will refund the cost of the item and the standard delivery cost of sending the item to you please note the return costs are payable by the customer and the risk of delivery remains with the customer until the goods are delivered and inspected for damage,Any liability for damage or loss remains between the customer and the courier company they choose to engage,
If outside of the consumer contract regulations the following may apply:
- where you are returning an item that was part of a larger order, we will return the cost of the returned item.
- where you are returning your entire order we will refund the cost of the goods.
- where we arrange to collect an item from you we reserve the right to charge the cost of collection which will be advised to you in advance of the collection so you can agree or arrange to send the parcel at your own expense.
- if you use our FREEPOST address and the item is not faulty, we will deduct the return postage cost from your refund,this is chargeable at £9.99.
We will not refund the cost of gift-wrapping, your costs in returning the item to us and other services provided to you in connection with your purchase (eg. Express Delivery) unless you are returning the item to us because of an error on our part (or because it is defective) or if you have contacted us within 14 calendar days
"We will make the reimbursement without undue delay, and not later than –
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. "
The goods are your responsibility until they reach our Warehouse. Please ensure you package your items carefully to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error or which arrive damaged or broken.
We recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.
Should the parcel reach us and the items are damaged we will store them for 7 days for you to arrange collection,if after this time frame the items remain with us we will discard of the item at cost of £15 plus VAT or should you wish to store the item this is chargeable at £12 per parcel per day.
The above does not affect your statutory rights.
Any item that was faulty at the point of sale may be returned for free repair, replacement or refund, provided you have the original receipt or alternative proof of purchase and the faulty item is returned complete with all components.
For items to be returned more than six months after the time of purchase the same above applies but in addition, evidence of fault at the time of sale will be required.
Please also note damaged goods such as breakages or items which have been broken through play would not be deemed as having an inherent manufacturing fault and as such damages are not treated as being faulty.
Any returned items will be replaced or refunded where required and if a free post label is supplied this is for the sole purpose of the faulty or incorrect item reported, any other items must be returned at the customers cost and unauthorised use of free returns postage will incur an admin fee of £9.99 plus the cost of postage.
It is also worth noting that whilst we provide educational and sensory toys not all toys are suitable for every type of special need and it is your responsibility when ordering to determine if the item would suit the need to which you are purchasing. For example a 59 pence fidget toy would not withstand rigorous and aggressive pulling and stretching so please consider your needs when purchasing.