1. Your right to cancel (Cooling-off period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.
The cancellation period will expire 14 days after the day on which you receive your goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. email).
2. How to return an item
If you wish to return your order:
– Notify us within 14 days of receiving your goods.
– Contact us for a returns form.
– We will discuss collection of the items, this can take up to 14 days, if you organise the return they must be returned within 14 days.
– Items must be returned unused and in a resalable condition.
Please include your order number, contact details, and returns form with your return.
Return address:
Italian Terrace Ltd
Pykards Hall
Rede
Bury St Edmunds
Suffolk
IP29 4AY
3. Refunds
If you cancel your order within the 14-day cooling-off period:
– We will refund all payments received from you, including the standard cost of delivery.
– We may deduct from the refund if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
– Refunds will be made within 14 days of receiving the returned goods (or evidence that they have been sent back).
– Refunds will be issued using the same payment method used for the original transaction.
4. Return Costs
Unless the item is faulty or incorrect, you are responsible for the cost of returning the goods.
If goods are faulty, damaged, or not as described, we will cover the reasonable cost of return.
5. Faulty or Damaged Goods
Under the Consumer Rights Act 2015, goods must be:
– Of satisfactory quality
– Fit for purpose
– As described
If your item is faulty, please contact us as soon as possible with details and photographs where appropriate.
You are entitled to:
– A full refund within 30 days of receiving faulty goods
– A repair or replacement after 30 days (where appropriate)
6. Non-Returnable Items
The following items cannot be returned unless faulty:
– Personalised or custom-made goods
7. Exchanges
We do not offer direct exchanges. If you require a different item, please return the original item for a refund and place a new order.
8. Proof of Postage
We recommend obtaining proof of postage when returning items, as we cannot be held responsible for goods lost in transit without evidence of posting.