Return Policy
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Our Commitment to You
At Quythraxcrixal, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your veranda decoration products, we offer a straightforward returns process. This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your 14-Day Right to Cancel (Distance Sales)
If you bought at a distance (online, by phone, or by post), you have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason. You must inform us of your decision to cancel within this period. If you cancel, we will reimburse you without undue delay and in any event within 14 days of the day we receive the goods back or of you providing evidence of having sent them back. We may deduct direct costs of return if you chose a method of return more expensive than our standard offer. This right does not apply to certain items (e.g. perishables, custom-made goods) as set out in the Regulations.
Return Period (Our Voluntary Policy)
In addition to your statutory rights, we allow returns of most items within 30 days of delivery for a full refund or exchange. Items must be returned in their original condition, unused, and in original packaging where possible.
Eligibility for Returns
To be eligible for a return, your item must:
- Be unused and in the same condition as received
- Be in original packaging where applicable
- Include all accessories, components, and documentation
- Be accompanied by proof of purchase
Non-Returnable Items
Certain items cannot be returned:
- Custom or personalised items
- Items that have been assembled or modified
- Plants and perishable goods
- Items marked as final sale
- Products showing signs of use or damage not caused in transit
How to Return an Item
To initiate a return:
- Contact us at writetous@quythraxcrixal.world or call +44 1263 587781
- Provide your order number and reason for return
- We will provide return instructions and a return authorisation number
- Package the item securely to prevent damage in transit
- Ship to the address provided using a tracked delivery service
Return Shipping
For standard returns, the customer is responsible for return shipping costs. We recommend using a tracked delivery service as we cannot be responsible for items lost in transit.
If the item is faulty or we sent the wrong item, we will cover return shipping costs and arrange collection where appropriate.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 5-7 business days. The refund will be credited to your original payment method. Please note that your bank may take additional time to reflect the refund in your account.
Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact us. We will arrange for the exchange once we receive the original item. Any price difference will be charged or refunded accordingly.
Damaged or Faulty Items
If your item arrives damaged or faulty:
- Contact us within 48 hours of delivery
- Provide photographs of the damage
- Keep all original packaging until the issue is resolved
- We will arrange a replacement or full refund
Large Items
For large furniture items such as garden benches and seating, please inspect upon delivery before signing. Note any visible damage on the delivery paperwork. We may arrange specialist collection for large item returns.
Statutory Rights
If goods are faulty, not as described, or do not conform to contract, you have rights under the Consumer Rights Act 2015 (including repair, replacement, or refund). These rights are not limited by the return period above. Nothing in this Return Policy limits or replaces your statutory rights as a consumer.
Questions About Returns
If you have any questions about our return policy, please contact us:
Quythraxcrixal
39A Bull St, Holt NR25 6HP, United Kingdom
Email: writetous@quythraxcrixal.world
Phone: +44 1263 587781