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If you are not entirely satisfied with your purchase, we’re here to help.
1.1 You have a legal right to cancel an order placed with us under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, within the relevant periods set out in clauses 1.3 and 1.5, unless clauses 1.4 or 1.6 apply.
1.2 This means that during the relevant period, if you change your mind or, for any other reason you decide you do not want to proceed with your order, you can notify us of your decision to cancel your order and receive a full refund. Advice about your legal right to cancel the order under these regulations is available from your local Citizens’ Advice Bureau or Trading Standards office.
Right to Cancel – Products
1.3 Your legal right to cancel an order for Products starts from the date that we send you the Order Confirmation. The deadline for you cancelling your Contract will end 14 (fourteen) calendar days after you take physical possession of the Products after we have delivered and/or installed them.
1.4 The cancellation right outlined in clause 1.1 and 1.3 does not apply for the cancellation of Products in the following circumstances:
- 1.4.1 in the case of any made-to-measure or custom-made Products, or Products made to your specification or those that are clearly personalised; and/or
- 1.4.2 the Products become inseparable from your property (i.e. in circumstances where the Products are installed, to any extent, by either you or us).
- 1.4.3 in the case of Chemicals and Accessory Products that are not in their original packaging, and where there is any evidence of usage or damage.
Right to Cancel – Installation Services
1.5 Your legal right to cancel an order for Installation Services starts from the date that you receive your Dispatch Confirmation. The deadline for you cancelling your Contract will end 14 (fourteen) calendar days after the date on which you receive your Order Confirmation Email.
1.6 The cancellation right outlined in clause 1.1 does not apply for the cancellation of Installation Services in circumstances where you request us to provide the Installation Services during the cancellation period, and the installation of the Product(s) ordered is completed during this timeframe. In such circumstances, you will lose your legal right to cancel your order for Installation Services.
1.7 For the avoidance of doubt, in circumstances where you cancel your order for Installation Services, but decide to continue with your order for Products, the Products will be delivered by way of a Kerbside Delivery, and you will continue to have a legal right to cancel your order for that Product as described above.
1.8 To cancel an order for Products and/or Installation Services, the easiest way to do this will be for you to contact us in writing to tell us by sending an e-mail to firstname.lastname@example.org , or by phoning us on 01279 814 644. This will be a cancellation notification. If you send us your cancellation notice by email, then your cancellation is effective from the date you sent us the email.
1.9 Unless otherwise agreed with us, you will be responsible for returning the Product(s) (if already delivered) to us within 14 days of cancelling your order. All Product(s) will need to be returned to our warehouse, in the same condition as at installation, to H@ME & EAT, Unit 3 Birchanger Industrial Estate, Stansted Road, Bishop’s Stortford, CM23 2TH. The cost of returning the cancelled Product(s) in its original dry state will be your responsibility.
1.10 Upon receipt of returned Product(s) we will inspect and notify you on the status of your refund. You will (unless clause 1.12 applies) receive a full refund of the price you paid for the Products and/or Installation Services (as applicable) and any applicable delivery charges you have paid (subject to clause 1.101). We will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day we receive back from you any Products supplied to you, or (if earlier) 14 calendar days after the day you provide us with evidence that you have returned the Products.
- 1.101 in the event that the Product has required installation via crane or hyab we are not subject to any refund for this process as, in these circumstances, we only provide kerb-side delivery and you would pay for the crane / hyab service directly with the chosen operator. This clause also applies to any exchange of Products, even if found defective under warranty.
1.11 We will refund you using the same method of payment used to place your order.
1.12 We may make a deduction from the reimbursement for loss in value of any Products supplied if the loss is the result of any unnecessary handling or damage by you. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must return us the appropriate amount.
If you have any questions on how to return your item to us, contact us.