Cancellation & Returns
ONLINE ORDER CANCELLATION POLICY
We understand that sometimes things go wrong, so if you wish to cancel your order, please read the advice below to make sure this is actioned as quickly as possible for you. Please be aware there are some exclusions to our cancellation policy. If you need any further advice, you can always contact our customer care department.
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RIGHT TO CANCEL
UK and EU customers have the right to cancel orders under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Consumer Contract Regulations 2013”). If you wish to cancel pursuant to the rights set out in the Consumer Contract Regulations 2013 please read the information below.
When you purchase an order online or by phone you have a statutory right to cancel your order at any time up to 14 calendar days from the day after you receive the goods, without any reason. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us. If your order consists of multiple goods, the 14 calendar days period runs from when you get the last of the batch. This 14 calendar day period is the time you have to decide whether to cancel, you then have a further 14 calendar days to actually send the goods back, for a full refund. Please select the return reason with the Order Cancellation Form here when returning the item(s).
It is the responsibility of the customer to show that you have cancelled your order in accordance with the “Consumer Contract Regulations 2013”, i.e. either used the Order Cancellation Form here or set out clearly your intention to cancel. See our ‘Online Returns Policy’ below for additional information.
HOW TO NOTIFY US ABOUT AN ORDER CANCELLATION
To notify us of your intention to cancel you can complete the Order Cancellation Form here provided using the link below and return this to us by email to customer.service@croft-home.com or post to DISTRIBUTION CENTRE, Online Returns Department, Unit 1 Harling, Road Industrial Estate, Snetterton, Norfolk, NR16 2JU.
RESTRICTIONS ON CANCELLATION
There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel unless they are faulty, incorrect or damaged upon delivery. We cannot offer order cancellation on the following:
• Products that do not have the original packaging or damaged packaging
• Products that are not in a resalable condition
• Products that require assembly that have been partially or fully assembled
• Gifts Cards & Gift Vouchers
• Goods that have been mixed inseparably with other items after delivery
• Unsealed cosmetics, personal grooming and hygiene products
• Unsealed console games, audio CD’s, DVD’s / Blu Rays media or films with the security seal not intact.
• Unsealed underwear, lingerie, hosiery and swimwear
• Personalised items e.g. made to order furniture
• Custom made products e.g. made to order
• Unsealed mattresses, duvets and pillows
• Perishable foodstuffs and beverages• Installation services
• Free items
• Plants and molluscs
EFFECT OF CANCELLATION
Within 14 calendar days of receipt of the returned goods or proof of postage (whichever is earliest), we shall refund the amount for the item(s), including a refund of the value of our original outbound ‘standard delivery’ charge if applicable only if you are returning your full order, without undue delay. For example, if you paid for an express or enhanced delivery service the amount of postage that we will refund will be the same as if you had used our cheapest (standard) delivery service at the time you placed your original order.
Refunds will be made to the same payment method you used to make the order. It is the responsibility of the customer to arrange delivery and bear the costs of the return of the goods when cancelling an order unless the product is faulty or is not as described. We are unable to provide a refund of the original delivery charges when you are only cancelling part of your order. We may make a deduction from the refund for any loss of value caused by your damage and/or unnecessary handling.
ONLINE RETURNS POLICY
This policy does not affect your statutory rights. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. If you need anything further advice, you can always contact our customer care department.
Please see the full policy details below:
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POLICY FOR RETURNS
During the expected lifespan of your product you're entitled to the following:
Up to 14 days – After receiving your goods, in most cases, you can change your mind and get a full refund. Please see exclusions below.
Up to 30 days – If your goods are faulty, you can get a refund.
Up to 6 months – If it can’t be repaired or replaced, then you’re entitled to a full refund in most cases. Please see exclusions below, evidence must be provided to show the correct product maintenance has been followed and that the product fault is not a result of misuse.
Our Online Returns Policy means that if you are not entirely happy with your purchase you can return your item(s) within 14 calendar days of receipt of your order for a full refund to the original payment method used. You must ensure the products are returned to our Online Returns Centre within 14 calendar days of notifying us that you have confirmed you wish to cancel your order otherwise your refund may be refused to see the ‘Online Order Cancellation Policy’ above.
Returns can only be sent to our Online Returns Department. A refund will be credited to your original payment method within 14 calendar days of us receiving the returned goods, or you providing proof of return postage whichever is the sooner. Please note some banks may take longer to credit your account. We are not liable and cannot take any responsibility for any bank or PayPal charges that you may incur during the refund process.
Unfortunately, we are unable to process returns at our stores at this moment in time.
We shall refund the amount of the item(s), including a refund of the value of our original outbound ‘standard delivery’ charge if applicable only if you are returning your full order, without undue delay. For example, if you paid for an express or enhanced delivery service the amount of postage that we will refund will be the same as if you had used our cheapest (standard) delivery service at the time you placed your original order.
Exchanges are not possible if items are returned to our Online Returns Department.
RETURNS POLICY EXCLUSIONS
We cannot offer refunds or exchanges on the following:
• Gifts Cards & Gift Vouchers
• Goods that have been mixed inseparably with other items after delivery
• Unsealed cosmetics, personal grooming and hygiene products
• Unsealed console games, audio CD’s, DVD’s / Blu Rays media or films with the security seal, not in-tact.
• Unsealed underwear, lingerie, hosiery and swimwear
• Personalised items e.g. made to order furniture
• Custom made products e.g. made to order
• Unsealed mattresses, duvets and pillows
• Perishable foodstuffs and beverages
• Plants and molluscs
• Installation services
• Free items
HOW TO RETURN ITEM(S) OR YOUR ORDER
Once you have notified our Customer Care Department of your intention to cancel your order you have 14 calendar days to arrange delivery back to our Online Returns Department, the downloadable address label is available here and shown at the bottom of this page.
Refunds will be made to the same payment method you used to make the order. It is the responsibility of the customer to arrange delivery and bear the costs of the return of the goods when cancelling an order unless the product is faulty or is not as described. We recommend using a tracked delivery service when returning your item(s) / order. We are unable to provide a refund of the original delivery charges when you are only cancelling part of your order. We may make a deduction from the refund for any loss of value caused by your damage and/or unnecessary handling.
AFTER A 30-DAY RIGHT TO REJECT
If you need to return items due to a fault and you received the item more than 30 calendar days ago, please contact our Customer Care Department here.
IF WE CANNOT FULFILL THE ORDER
If we cannot fulfil your order, we will do our best to contact you as quickly as possible to resolve the issue. You may choose to continue with the order and wait for delivery into our distribution centre, or you may decide to cancel your order. If you do cancel an order because of our mistake we will refund the product and delivery charge in full.
REFUSED DELIVERY CHARGES
If you refuse delivery and the item is not faulty the return carriage charges incurred will be charged to the customer. We will deduct the cost incurred to us including the VAT of the value of the refund.
AN INCORRECT DELIVERY ADDRESS IS PROVIDED
If you supplied an incorrect or incomplete delivery address the return carriage charges incurred will be charged to the customer. We will deduct the cost incurred to us including the VAT of the value of the refund.
IF YOU ARE NOT PRESENT FOR THE DELIVERY
If the delivery has failed to be delivered because you were not available to receive the delivery after you have been notified of the delivery window, or you failed to collect the parcel from the collection point provided by the courier, we may charge you the cost of redelivery. We cannot accept responsibility for failed deliveries if;
•You are not present, or we cannot deliver due to the delivery address being incorrect or incomplete.
•You provide and incorrect contact information at the time you placed the order.
Before we resend the order, we reserve the right to charge for redelivery at the customer's expense prior to resending the parcel. If the parcel is returned to us because of a failed delivery we will treat the parcel as a cancelled order, see the ‘Online Order Cancellation Policy’ and ‘Online Returns Policy for additional information.
RETURN ADDRESS
ONLINE RETURNS DEPARTMENT
DISTRIBUTION CENTRE
UNIT 1 HARLING ROAD INDUSTRIAL ESTATE
SNETTERTON
NORFOLK
NR16 2JU