Let’s keep it simple.
If you aren’t totally satisfied with your purchase, you can return it to us in its original condition within 14 days for a full refund (excluding original delivery fees).
When you receive your order check it carefully to ensure you are happy with it. Keep the original packaging as this speeds up the refund process.
If you would like to return an item purchased through our website or over the phone, you are responsible for covering the returns postage cost. Where possible use the original packaging to return the item. If it is broken on arrival it is useful to take photographs.
If you believe your item is faulty, please contact our customer services on 01830 430433 or email email@example.com. We will be able to advise you on the next steps and will help to organise a return or a replacement.
We also ask that you do not return a faulty item without contacting our customer care team first.
If an item is agreed to be faulty, defective or broken, you will not be responsible for covering the returns postage cost.
We are only able to offer a like-for-like exchange if the item is faulty and there is available stock. If the item is not in stock then you will be offered a full refund.
Returns Terms & Conditions
- Unwanted items must be returned within 14 working days of receipt to qualify for a refund.
- Any unwanted items returned after this time but up to 28 days after receipt will receive a credit note.
- We are unable to exchange unwanted items with a different item.
- You are responsible for covering the cost of returning an unwanted item.
- If you believe an item is faulty, please contact our customer care team before taking any further action. 01830 530433
- Please ensure all items are packaged securely and sufficiently to withstand delivery journey. Failure to do so may leave ibbi unable to refund you.
- We recommend that you return goods using an insured, registered delivery service and keep the receipt. We are unable to accept liability for goods lost or damaged in transit back to us.
- Please take care to fully inspect items upon delivery to ensure you are happy with them before disposing of packaging. Failure to do so may result is us being unable to refund you.
- We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.
Capheaton Hall, Newcastle on Tyne, NE19 2AB
1. Cancellation of goods
1.1 You have the statutory right to cancel any contract between us for the sale of the goods you’ve ordered for any reason, unless they are of the type listed at 1.2 below:
1.1.1 within 14 calendar days starting from the day after delivery of the goods to you (or someone identified by you to take delivery of the goods on your behalf); or
1.1.2 in the case of multiple goods delivered separately, within 14 days starting from the day after delivery of the last of the goods to you (or someone identified by you to take delivery of the goods on your behalf).
1.2 Unfortunately, you may not cancel a contract with us in respect of the supply of goods which consist of the following:
1.2.1 goods which are made or adapted to your specifications, which are clearly personalised;
1.2.2 goods which are liable to deteriorate or expire rapidly;
1.2.3 goods sealed for health protection or hygiene reasons once unsealed.
1.3 However, please remember that you can always cancel your order before we have accepted it.
1.4 For further information about your rights is available from your local Citizens’ Advice Bureau or Trading Standards office, or on-line at http://www.direct.gov.uk/consumer.
2. Cancellation of additional service
2.1 We offer the following additional services in relation to the goods you have ordered: gift wrapping; or the application to the goods of a gift message provided by you (“Additional Services“).
2.2 Subject to clauses 2.3 and 2.3, you have the right to cancel any contract between us for the supply of any Additional Services in respect of the goods you have ordered within 14 calendar days starting from the day after we accept your order and obtain a refund.
2.3 You will be unable to cancel your contract for the Additional Services once the service has been fully performed if you requested performance of the service within the 14 day cancellation period referred at clause 2.2.
2.4 Please note that you may be required to pay for any work undertaken in performing the contract for Additional Services before your cancellation if you requested performance of the Additional Services within the 14 day cancellation period referred at clause 2.2. In such circumstances, you may only receive a refund for that part of the Additional Services not provided.
2.5 Refunds will be provided in accordance with clause 3.3.3.
3. Returns and refunds
3.1 If you wish to cancel the contract between us for the sale of the goods, you must return the goods to us in accordance with clause 3.2 for a refund or an exchange, except where they were delivered in error, or you are entitled to reject them, for instance where they are faulty, defective or have been mis-described.
3.2 If the goods have been delivered to you before you decide to cancel your contract:
3.2.1 then you must return the goods to us without undue delay and in any event no later than 14 days after the day on which you let us know that you wish to cancel the contract. Please see paragraph 5 for our returns address.
3.2.2 unless the goods you have ordered are faulty or not as described (in this case, see paragraph 3.4), you will be responsible for the cost of returning the goods to us. If the goods cannot be returned by post, we estimate that the delivery charges will not be in excess of £50.
3.3 Unless clause 3.4 applies, if you cancel the contract between us for the sale of goods we will refund:
3.3.1 the price you paid for the goods. However, please note we may deduct an amount to reflect any reduction in the value of the goods if this has been caused as a result of any unnecessary handling by you; and
3.3.2 the cost of our standard delivery service. For example, if we offer a standard delivery option of 3 to 5 days but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund you what you would have paid for the standard delivery option.
3.4 If you have returned the goods to us because they are faulty or mis-described, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
3.5 We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
3.5.1 if you have received the goods: 14 days after the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us; or
3.5.2 if you have not received the products: 14 days after you inform us of your decision to cancel your order; and
3.5.3 in relation to Additional Services: 14 days after you inform us of your decision to cancel your order.
3.6 We will refund you via PayPal.
4. How to cancel
4.1 To cancel an order or a contract, please send us an e-mail to: firstname.lastname@example.org or write to us to that effect at the address set out in paragraph 5 below. You may also use the Cancellation Form which we provide to you when we confirm an order with you.
4.2 Should you wish to return an item to us please repack it with care using all the original packaging or a suitable alternative. Should you wish to return an item from our Tableware Range it must be in its original packaging.
4.3 Please enclose the Cancellation Form which we provide to you when we confirm an order with you. We recommend that you obtain a receipt for your postage, a certificate of posting, and consider insuring your parcel against loss or damage in the post.
5. Returns address
Capheaton, Newcastle upon Tyne, NE19 2AB