TERMS AND CONDITIONS

6. YOUR CONSUMER RIGHT OF RETURN AND REFUND

6.1. As a consumer, you have a legal right to cancel a Contract during the period set out below in clause 6.2. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal rights, including your right to cancel the Contract, is available from your local Citizens' Advice Bureau or Trading Standards office. 

6.2. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we email you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below: 

Your Contract 

End of the cancellation period 

Your Contract is for a single Product (which is not delivered in instalments on separate days). 

The end date is the end of 30 days after the day on which you receive the Product. 

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 9 January you may cancel at any time between 1 January and the end of the day on 9 February. 

Your Contract is for either of the following: 

One Product which is delivered in instalments on separate days. 

Multiple Products which are delivered on separate days. 

The end date is 30 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered. 

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 9 January and the last instalment or last separate Product on 14 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 14th February. 

6.3. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is notify our Customer Service Team within 30 days of receiving the item by either writing to Customer Care, Saddleback Ltd, 12 Apollo Park, Armstrong Way, Yate, Bristol, BS37 4AH, emailing us at info@saddleback.co.uk or calling us on 01454 285285. If you are emailing us or writing to us please include details of your order to help us to identify it. You may also use the model cancellation form. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or email us before midnight on that day.

6.4. If you cancel your Contract we will:

(a) Refund you the price you paid for the Products.

(b) Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-4 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

(c) Make any refunds due to you as soon as practicable and in any event within the deadlines indicated below:

(i) if you have received the Product: 14 days after 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 6.8;

(ii) if you have not received the Product: 14 days after you inform us of your decision to cancel the Contract.

6.5 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

6.6. If the products are faulty or mis-described and you wish to cancel the contract then you will do so in accordance with 6.3 and 6.8(a). When we receive the products from you we will refund you in accordance with clause 6.4.

6.7. We will refund you on the credit or debit card or credit your PayPal account that you used to pay. If you used vouchers to pay we will refund you in vouchers.

6.8. If a Product has been delivered to you before you decide to cancel your Contract:

(a) Then you must return it to us without undue delay and in any event not later than 30 days after the day on which you let us know that you wish to cancel the Contract;

(b) Unless provided with a Free returns label you will be responsible for the direct costs of returning the Products to us.

6.9. All Products returned to us under this clause 7 must be in new and unused condition. We may refuse to provide a refund where we reasonably consider this not to be the case, or reduce any refund where they have been handled by you in an unreasonable manner.

6.10. You can always return a product if it is faulty or different to what you ordered. You always have rights where a product is faulty or mis-described (see clause 6.6).