Refund policy

At heathceramicsx.shop, we want customers to be satisfied with their purchases. This Return and Refund Policy explains the procedures applicable to cancellations, returns, damaged or defective goods, incorrect items, and refunds.

Nothing in this Policy limits any mandatory rights available to consumers under applicable UK consumer law.

1. Right to Cancel an Online Order

For most goods purchased online, UK consumers generally have the right to notify the retailer that they wish to cancel within 14 days after receiving the goods, subject to statutory exceptions. After notifying the retailer, the consumer generally has a further 14 days to return the goods.

To exercise your cancellation right, contact:

Email: info@heathceramicsx.shop

Please include your order number and clearly state that you wish to cancel or return your order.

2. Return Conditions

Unless the goods are faulty, damaged, incorrect, or otherwise non-conforming, returned products should:

  • Be returned within the applicable return period;
  • Be unused except for reasonable inspection;
  • Be in substantially the same condition in which they were received;
  • Include original packaging where reasonably possible;
  • Include accessories, components, manuals, labels, and other items supplied with the product.

You may inspect goods in the same way that you reasonably could in a physical shop. If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functionality, any refund may be reduced where permitted by applicable law.

3. How to Request a Return

Before returning a product, please email:

info@heathceramicsx.shop

Include:

  • Your order number;
  • The email address used to place the order;
  • The product you wish to return;
  • The reason for the return;
  • Photographs where the item is damaged, defective, or incorrect.

Our customer service team will provide appropriate return instructions.

Please do not send a return to an address obtained from an unrelated parcel, shipping label, online directory, or third-party website unless our customer service team has confirmed that address for your return.

4. Change-of-Mind Returns

Where the statutory cancellation right applies, customers may cancel qualifying online purchases without having to provide a reason.

Unless otherwise required by law or agreed by heathceramicsx.shop, customers may be responsible for reasonable direct return shipping costs for change-of-mind returns.

The original standard outbound delivery charge, where legally required to be refunded, will be treated in accordance with applicable consumer law. Because heathceramicsx.shop provides free standard shipping, there is normally no standard outbound shipping charge to refund.

5. Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If an item arrives damaged, defective, materially different from its description, or you receive the wrong product, contact us promptly at info@heathceramicsx.shop.

Please provide photographs or other reasonable evidence where possible so that we can investigate the issue efficiently.

Depending on the circumstances and your statutory rights, an appropriate remedy may include:

  • Replacement;
  • Repair, where appropriate;
  • Refund;
  • Partial refund;
  • Another remedy required by applicable law.

Under the Consumer Rights Act 2015, consumers have statutory remedies for goods that do not conform to the contract, including a short-term right to reject that is generally subject to a 30-day period.

For qualifying faulty or non-conforming products, reasonable return costs will be handled in accordance with applicable law.

6. Products That May Not Be Eligible for Change-of-Mind Cancellation

Certain products may be excluded from the statutory cancellation right where an applicable legal exception applies. These may include, depending on the nature of the product:

  • Goods made to the customer's specifications or clearly personalised;
  • Goods liable to deteriorate or expire rapidly;
  • Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed;
  • Other products for which applicable legislation provides an exception.

These exceptions do not remove statutory remedies where goods are faulty, misdescribed, damaged, or otherwise not compliant with applicable consumer law.

7. Return Shipping

For change-of-mind returns, return shipping costs may be the customer's responsibility unless otherwise agreed or required by law.

For verified faulty, damaged, incorrect, or non-conforming products, return costs will be handled as required under applicable consumer law.

We strongly recommend retaining proof of postage until your return has been completed.

8. Refund Processing

Once a return has been received and reviewed, we will notify you regarding the refund.

Approved refunds will normally be issued to the original payment method.

Where statutory cancellation rights apply, refunds will be processed within the period required by applicable law. For returned goods, a retailer may generally wait until the goods have been received back or evidence of return has been supplied, subject to the applicable rules.

After we issue a refund, your bank, card provider, or payment provider may require additional processing time before the funds appear in your account.

9. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at info@heathceramicsx.shop.

We will make reasonable efforts to stop processing or shipment. If the order has already entered the shipping process, you may need to follow the standard return procedure after receiving it.

10. Refunds for Missing Orders

If your order has not arrived within the expected delivery period, please contact us.

We may need to investigate the shipment with the carrier before issuing a replacement or refund.

11. Statutory Rights

Nothing in this Policy excludes or restricts rights or remedies that cannot lawfully be excluded under UK consumer law.

12. Contact

For all return and refund enquiries:

heathceramicsx.shop
Email: info@heathceramicsx.shop