Cancellation policy
Cancellation & Purchase Options Policy
Last updated: [DATE]
At [BOUTIQUE NAME], we want you to feel confident when purchasing from us. This policy explains your options if you change your mind about an online purchase, as well as your statutory rights under UK consumer law.
Nothing in this policy limits or excludes your statutory rights.
1. Your Statutory Right to Cancel
When you purchase goods from us online, you generally have a statutory right to cancel your order without giving a reason.
For eligible online purchases, you have 14 calendar days from the day after you receive your goods to notify us that you wish to cancel your purchase.
Once you have notified us that you wish to cancel, you generally have a further 14 calendar days to return the goods to us.
This statutory cancellation right applies to eligible purchases regardless of whether an item was purchased at full price, on sale, or as part of a promotional offer.
2. How to Cancel Your Order
To exercise your statutory right to cancel, please contact us:
Email: admin@ameliedevizes.co.uk
You may provide a clear statement confirming that you wish to cancel your order. You do not have to use a specific cancellation form.
Please include:
- Your full name
- Order number
- Date of purchase
- Item(s) you wish to cancel
- Confirmation that you wish to cancel the order
Your cancellation request is effective from the date you communicate your decision to us, provided it is communicated within the applicable cancellation period.
UK regulations allow a consumer to cancel by making any clear statement setting out their decision to cancel. (GOV.UK)
3. Cancelling Before Your Order Is Dispatched
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will make reasonable efforts to stop the order from being dispatched.
If the order has already been processed or dispatched, you may still have your statutory cancellation rights where applicable. In this situation, you may need to follow the return procedure once the goods have been received.
4. Cancelling After Your Order Has Been Dispatched
If your order has already been dispatched, you may still exercise your statutory cancellation rights where applicable.
Please contact us within the applicable cancellation period to notify us of your decision to cancel.
You should then return the goods within the required timeframe.
We recommend using a tracked postal service when returning an order.
5. Condition of Returned Goods
When exercising your statutory cancellation right, you are entitled to handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality.
However, if the goods have been handled beyond what would reasonably be permitted in a shop and their value has consequently decreased, we may be entitled to make a deduction from your refund to reflect that reduction in value, where permitted by law.
For example, clothing should not be worn, washed, damaged, stained or altered beyond reasonable inspection.
All original tags, labels and packaging should be retained and returned where reasonably possible.
6. Intimate & Hygiene-Sensitive Items
Certain intimate and hygiene-sensitive products may be excluded from the statutory cancellation right where they are supplied sealed for health protection or hygiene reasons and the seal has subsequently been broken.
This may include items such as:
- Underwear
- Lingerie
- Bodysuits
- Certain swimwear
- Other intimate or hygiene-sensitive products identified on the relevant product page
Where a product is supplied with a hygiene seal or protective packaging, the cancellation right may apply while the seal remains intact.
Once the applicable hygiene seal or protective packaging has been opened or removed, the item may become non-returnable and non-refundable for change-of-mind purposes, where the statutory hygiene exception applies.
This does not affect your statutory rights if the item is faulty, damaged, incorrectly supplied or not as described.
7. Sale & Discounted Items
SALE ITEMS ARE NOT FINAL SALE.
Purchasing an item at a reduced price does not remove your statutory consumer rights.
Sale, discounted and promotional items may be cancelled and returned in accordance with this policy where the statutory cancellation right applies.
We will not treat an item as “final sale” simply because it was purchased at a discounted price.
If a sale item is faulty, not as described, or otherwise does not meet the requirements of UK consumer law, you retain your statutory rights.
Consumer rights generally continue to apply to sale goods in the same way as full-price goods. (GOV.UK)
8. Refunds Following Cancellation
Where you validly exercise your statutory cancellation right, we will refund the payments we are required to refund under applicable law.
This will generally include the cost of the goods and the cost of the least expensive standard delivery option offered by us.
If you selected a more expensive delivery option, we are generally not required to refund the additional amount above the cost of our least expensive standard delivery option.
Refunds will normally be made using the original payment method.
We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent the goods back, whichever occurs first.
Under the applicable regulations, refunds for cancelled goods must generally be made without undue delay and no later than 14 days from the relevant point specified by law, including receipt of the returned goods or evidence of return. (GOV.UK)
9. Return Postage
Where you are cancelling an order because you have changed your mind, you are responsible for the cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover the cost.
If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, we will deal with the return and associated costs in accordance with your statutory rights.
10. Faulty, Damaged or Incorrect Goods
Your statutory rights are separate from your change-of-mind cancellation rights.
If you receive goods that are faulty, damaged, not as described or otherwise do not conform to the contract, please contact us at:
admin@ameliedevizes.co.uk
Please provide your order number and, where appropriate, photographs showing the issue.
We will assess the matter and provide the appropriate remedy required under applicable UK consumer law.
You do not lose your statutory rights simply because the cancellation period has expired.
11. Purchases Made in Error
If you have accidentally selected the wrong size, colour or item, please contact us immediately.
Where your order has not yet been dispatched, we will make reasonable efforts to amend or cancel the order where possible.
Once an order has been dispatched, we may be unable to amend it, but you may still have a statutory right to cancel and return eligible goods.
12. Exchanges
We [DO / DO NOT] offer exchanges.
Where exchanges are not available, customers may return an eligible item in accordance with this policy and place a new order for their preferred item.
An exchange policy does not remove or replace your statutory cancellation rights.
13. Customised & Personalised Items
Where we offer personalised or made-to-order products, statutory cancellation rights may not apply in certain circumstances where the goods have been made to the customer’s specifications or clearly personalised.
Any applicable exclusion will be clearly stated before you complete your purchase.
This does not affect your statutory rights if a personalised or made-to-order item is faulty, not as described or otherwise does not conform to the contract.
14. Items Excluded From Cancellation Rights
Certain goods are excluded from the statutory cancellation right under UK law.
Where an exception applies to a product we sell, this will be communicated clearly before purchase.
Examples may include certain:
- Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed
- Personalised or clearly customised goods
- Goods that are liable to deteriorate or expire rapidly
- Other goods falling within a statutory exception
We will not use an exclusion to remove rights that the law requires us to provide.
15. Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or limit your statutory rights.
Consumer law provides protections relating to goods that are faulty, not as described, not of satisfactory quality or not fit for purpose.
We cannot use our terms and conditions to remove these legal protections. (GOV.UK)
If you believe that your purchase does not meet the required legal standards, please contact us so that we can assess the issue and provide the appropriate remedy.
16. Contact Us
For cancellation, return or refund enquiries, please contact:
[BOUTIQUE NAME]
Email: admin@ameliedevizes.co.uk
Address: [BUSINESS ADDRESS]
We aim to handle all cancellation, return and refund requests fairly, transparently and in accordance with applicable UK consumer law.
Statutory Cancellation Notice
If you wish to exercise your statutory right to cancel, you may use the following wording:
“I hereby give notice that I wish to cancel my contract for the purchase of the following goods: [ITEM(S)]. Order number: [ORDER NUMBER]. Ordered on: [DATE]. Received on: [DATE]. Name: [CUSTOMER NAME]. Address: [CUSTOMER ADDRESS].”
You do not have to use this wording; a clear statement that you wish to cancel is sufficient. (GOV.UK)