1. When you return a Product to us:

 

(a) because you have cancelled the Contract between us within the seven-day cooling-off period (see clause 6.1 above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the Product in full, including the cost of sending the item to you.  However, you will be responsible for the cost of returning the item to us. 

 

(b) for any other reason (for instance, because have notified us in accordance with paragraph 20 that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.  We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.  

 

1.2 Whenever you return a Product to us you must also:

 

(a) return it in its original packaging and the Product should be unworn and unused along with the original certificates and receipt of purchase; and

 

(b) use Royal Mail Special Delivery service with proof of delivery and insurance – we cannot and will not be responsible for loss of Products in the mail. If you are unsure of how best to return a Product to us please contact us on sales@francisandgaye.co.uk

1.3 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.