As an experienced and ethical business, we are happy to protect your rights as a consumer and to operate within the relevant laws at all times.
Following the 1997 EU directive on "the protection of consumers in respect of distance contracts", certain new rights were brought into force to protect UK consumers who shopped on-line or entered a contract some distance from the supplier. These rights are called the Consumer Protection (Distance Selling) Regulations 2000. The regulations came into force in October 2000 and were further amended in 2005.
The regulations are designed to protect consumers where, among other things, they purchase goods without the chance to physically inspect them first, as would happen when purchasing from a physical shop. It's a good idea in principle but it is not, nor was it ever intended to be, a "catch all" to allow customers to return any product for no reason. If, for example, you order Royal Stewart tartan ribbon and then ask to return it because it is red, then we respectfully point out that the briefest view of the product page shows you it is a red tartan - so can it really be "not as expected"?
Here is a summary of our RETURNS POLICY. It's pretty simple and, we think, very fair. It meets the spirit of the legislation as far as we can see. Obviously there may be other opinions, but we hope you can see we're trying to act honestly and fairly. If you disagree then by all means let us know where your interpretation differs, but perhaps it would be better not to place an order with us.
The following is not intended as a comprehensive explanation of Distance Selling Regulations, but a summary of how they affect your order with tartan-ribbon.com.
Please remember that the Distance Selling Regulations are additional rights over and above the Sale of Goods Act 1979. If any item is supplied to you incorrectly or arrives damaged, not as described or unfit for purpose we are happy to replace or refund as you prefer and to cover all additional shipping costs involved in returning the item to us*. These statutory rights are not affected by the Distance Selling Regulations.
For damaged or incorrect items, please contact us within 7 days and we will make arrangements to replace / refund for you. We may be also able to offer other solutions and are happy to discuss these with you. We obviously try not to make mistakes but we realise they'll happen now and then, so we're happy to put things right for you with the minimum of fuss and inconvenience.
*We are obliged to refund reasonable return shipping costs so, for example, we are happy to refund 2nd and 1st class postage costs but not Special Delivery or courier services. Why? Because if you return an item costing £2 and spend a further £6 on Special Delivery, we would consider this unreasonable. Likewise, we can only refund correct postage costs - if an order can be posted at Royal Mail's Large Letter rate but you decide to post at the Small Packet rate, then we are only obliged to refund the Large Letter rate - ie the correct rate.
Distance Selling Regulations additional rights and protection . . .
For UK non-business customers, The Company will accept returns of most items* up to 14 days after date of delivery in line with the Distance Selling Regulations and other statutory obligations. Please contact The Company direct within 7 days of delivery to arrange returns. The Customer will be given a returns code. Items returned without such a returns code cannot be processed for refund.
*personalized/customized goods, cut ribbon (eg 5m top-up packs) and items produced specifically for The Customer (eg Wool Plaid Tartan Ribbon) are exempt from the returns policy. This does not affect The Customer's statutory rights.
If goods are supplied incorrectly or are faulty, The Company will accept returns and will replace or refund as The Customer prefers, providing The Customer with a pre-paid return postage label or reimbursing the customer any reasonable return P&P costs. In this instance “reasonable” is deemed to be as using the same or comparable service as used for shipping the original order and must be correct - ie if the item(s) can be posted Royal Mail Large Letter but The Customer packs / sends as Royal Mail Small Packets, then The Company reserves the right to refund the correct Large Letter postage rate only. The customer is responsible for the safe return of the item(s).
Non-UK customers and business customers should contact The Company for information on returning an order. In all cases a returns code is required before any item(s) can be returned.
Where the goods are correct but The Customer changes their mind, The Customer (UK retail customer only) can exercise their right under the Distance Selling Regulations to return goods which are not as expected. The Customer must contact The Company within 7 days of receipt of the order and return the goods within 14 days of receipt of the order. The Customer will be given a returns code. Items returned without such a returns code cannot be processed for refund.
The Company will only accept return of goods which remain in original packaging and which arrive at The Company’s offices in “as new” re-saleable condition. Once the item is received The Company will refund the value of the goods including original standard P&P, where applicable. The Customer is responsible for return postage costs and The Company may be able to offer a downloadable pre-printed postage label which costs The Customer less to use than by posting from a Post Office counter or by using other Royal Mail services.
The cost of using the returns postage label will be agreed with The Customer when The Customer contacts The Company to arrange returning the item(s) and The Customer will be given a returns code at the same time. By proceeding to order from The Company, The Customer authorises The Company to charge their debit / credit card automatically the agreed amount.
The only portion The Company cannot refund is where an additional service has been paid for - an example being faster shipping. So, for example, if The Customer chooses 1st class Signed For or Special Delivery and then returns the order, The Company will refund the value of the order but not the Special Delivery charge as this is an additional service.
Timescale is entirely the responsibility of The Customer. The Company offers a range of shipping options and ensuring sufficient time for the order to arrive and to be replaced if necessary is solely the responsibility of The Customer.