RETURNS & REFUNDS
Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013).
If you are a consumer then for most online purchases you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.
When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:
products which are customised for you*;
any products which become mixed inseparably with other items after their delivery;
products where the original packaging has been opened.
*Where an item is labelled ‘(Hand)Made and delivered', the item will be made specifically for you by the supplier and customised to your specific finish, size or material. We are unable to offer refunds or exchanges once an order has been placed if:
The item is a (Hand)Made-to order item.
The order has been put into production per the customer's individual customisations - a specific finish, material or colour.
We apologise for any inconvenience this may cause, but please be assured that your item will be expertly crafted for you, often by hand using only the highest quality sustainable materials.
How long do consumers have to change their minds.
You have 14 days after the day you (or someone you nominate) receives the delivery of the goods.
How to end the contract with us
To end the contract with us, please let us know by:
Emailing us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
Simply write to us at Shekåbba.com, Kemp House, 160 City Road, London, EC1V 2NX, including details of your order number, what you bought, when you ordered or received it and your name and address.
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. Please post them back to us at Returns, Shekåbba.com, Angel, Par Moor Road, Par, St Austell, Cornwall, United Kingdom, PL24 2SQ (if they are not suitable for posting) or allow us to collect them from you (for non made-to-order furniture). Please email us at firstname.lastname@example.org to arrange collection. If you are a consumer 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. Goods must be returned unused, in a fully re-saleable condition with all original packaging and your Order reference.
When we will pay the costs of return
We will pay the costs of return:
if the products arrived damaged, faulty or misdescribed; or
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, 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 a consumer exercising your right to change your mind) you must pay the costs of return.
How we will refund you
If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment, if valid. However, we may make deductions from the price, as described below.
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. 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.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
When you will be refunded.
Your refund will be made within 14 days of your telling us you have changed your mind.