9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
9.1.1 Phone or email. Call customer services on 01691 888924 or email us at [email protected] Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.1.2 Online. Complete the * cancellation form and email to [email protected].
9.1.3 By post. Print off the * cancellation form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either post them back to us at PENRHOS FARM, PENRHOS, LLANYMYNECH, SY22 6QH or (if they are not suitable for posting) allow us to collect them from you. You must contact us before returning an item, failure to do so may result in us being unable to process a refund. We take no responsibility for items that are returned without prior contact or authorisation from ourselves that are damaged or lost. Please call customer services on 01691 888924 or email us at [email protected] for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
9.3 When we will pay the costs of return. We will pay the costs of return:
9.3.1 if the products are faulty or misdescribed; or
9.3.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. Returns charges can vary depending on the size of the product and are determined by our courier company. You will be informed of this charge once we have confirmation that the item is on its way back to our warehouse and the charge will be deducted from the refund when it is issued..
9.5 How we will refund you. We will refund you the price you paid for the products including delivery costs (when applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
9.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
9.6.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop, for example wear and tear beyond just checking the product. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.6.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, we offer delivery of a product within 7-14 days for no cost but you choose to have the product delivered within 48 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
9.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
9.7.1 If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
9.7.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind