Returns and Refund Policy
We want to ensure that you are completely satisfied with your purchase. If for any reason you are not entirely happy with your order, we're here to assist and guide you through the return and refund process, in compliance with UK consumer law.
1. Your Right to Cancel and Return an Order
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you are entitled to cancel and return your order within 14 calendar days of receiving the goods, without providing any reason. This cancellation period will expire 14 days after the day on which you receive the goods or a third party (other than the carrier) that you have nominated receives the goods.
To be eligible for a return:
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The item must be unused and in the same condition that you received it.
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It must be in its original packaging.
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The product must be accompanied by proof of purchase.
If the item shows signs of use, wear, or damage that was not present at the time of delivery, or if it is returned without its original packaging, we reserve the right to refuse the refund or apply a deduction.
2. How to Initiate a Return
To start a return, you must inform us of your decision to cancel by sending an email to maryam.arts@hotmail.co.uk. In your email, please include:
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Your name and order number.
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Details of the item(s) you wish to return.
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A reason for the return (optional, but helps us improve our services).
Once we receive your request, we will provide you with detailed instructions on how and where to return the item.
Please ensure that the item is securely packed to avoid any damage during transit. We are not liable for items damaged or lost in return shipping.
3. Refund Process
Upon receiving and inspecting your returned item(s), we will notify you by email regarding the approval or rejection of your refund. If your return is approved, we will process the refund through your original method of payment.
Timeframe for Refund:
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The refund will be initiated as soon as possible and no later than 14 days after we receive the goods back or after you have provided evidence that the goods have been returned (whichever is earlier).
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You should see the refund in your bank account or card statement within 3-5 working days, depending on your payment provider's processing time.
Deductions from Refunds:
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If the returned goods are found to be damaged or show signs of use, we may make a deduction from your refund for any loss in value.
4. Return Shipping Costs
You will be responsible for paying the shipping costs to return your item unless the goods were faulty or incorrectly supplied. Shipping costs are non-refundable, except in cases where you have received incorrect or defective items.
We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and will not be liable for loss during return transit.
5. Exemptions to the Right of Return
The following items are exempt from being returned:
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Custom-made or personalised items, including made-to-order artworks or products.
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Items that are intimate or hygiene-related, such as certain types of brushes or materials that come into direct contact with skin, if the packaging seal has been broken.
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Digital downloads or services that have already been delivered and used.
6. Faulty or Defective Items
In compliance with the Consumer Rights Act 2015, if the item you have received is faulty, damaged, or not as described, you are entitled to request a replacement or a full refund. You must report the issue to us within 30 days of receipt by emailing us at maryam.arts@hotmail.co.uk. In such cases, we will cover the cost of return shipping.
7. Contact Us
If you have any further questions or need assistance with your return and refund, please contact us at:
Maryam Ovais
Email: maryam.arts@hotmail.co.uk
Your Statutory Rights:
This policy does not affect your statutory rights, including your right to claim a refund, repair, or replacement for goods that are faulty or misdescribed.
For more information on your consumer rights, please visit the UK government's official site: GOV.UK - ConsumerRights.