RETURNS & REFUNDS POLICY

1. YOUR CANCELLATION AND REFUND RIGHTS

1.1   As a consumer, you have a legal right to cancel a Contract during the period set out below in clause 1.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.

1.2  Your legal right to cancel a Contract starts from the date on which you receive the Dispatch Confirmation. Your right to cancel the Contract depends on what you have ordered and how it is delivered, as set out in clause 1.3 below.

1.3   You have a legal right as a consumer to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below:

(a)  Your Contract is for a single Product (which is not delivered in installments on separate days): 14 days after the day on which you received the Product.

(b)  Your Contract is for either one Product which is delivered in installments on separate days or for multiple Products which are delivered on separate days: 14 days after the day on which you receive the last installment of the Product or the last of the separate Products ordered.

1.4   If during the relevant period you intend to cancel the Contract with us, you can notify us in writing of your decision and receive a refund. You can obtain advice on your legal right to cancel the Contract from your local Citizens' Advice Bureau or Trading Standards office.

1.5   However, you cannot cancel the Contract in the below cases:

(a)  Items on the website that are marked as “Special Order Products” are not held in stock and may be made-to-order. Orders for these Products cannot be cancelled once placed and cannot be returned or refunded (unless the Product is faulty). For further information on these items please contact us via email at enquiries@pomegranate-living.com

(b)  Once the products are unsealed.

2. RETURN AND REFUND

(a)  To cancel a Contract in accordance with clause 1 above, you should fill in the Cancellation Form available on our Site. The Dispatch Confirmation will also have a link to the cancellation form. On receipt of your cancellation form we will e-mail you confirmation of receipt.

(b)  You can also e-mail us for any reason at enquiries@pomegranate-living.com or contact us at +44 (20) 8330 4530. If you are emailing us please include details of your order.

(c)  If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you send us the e-mail.

(d)  We will contact you or give you notice by e-mail.

2.1   If you cancel your Contract we will:

(a)  refund you the price you paid for the Products after deducting any reduction in the value of the Products that has been caused by your handling them in an unacceptable manner.

(b)  refund you any delivery costs you have paid calculating them on the basis of the least expensive delivery method that is generally acceptable. For example, if we offer delivery of a Product within 3-5 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 possible and in any event within the deadlines indicated below:

(i)  within 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 2.4;

(ii)  if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you notify us that you have cancelled the Contract.

2.2   If you have returned the Products because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

2.3   Refunds will be made to you on the credit card or debit card used by you to pay.

2.4   If a Product has been delivered to you prior to your decision to cancel your Contract:

(a)  then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. Please contact us at enquiries@pomegranate-living.com for our returns address, authorised carrier and how to arrange a return. If we have offered to collect the Products from you, we will collect the Products from the address to which they were delivered;

(b)  you will be responsible for the cost of returning the Products to us except where the Product is faulty or not as described. If the Product cannot be returned by post, then the costs of delivering it by carrier should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, you will be charged with the direct cost to us of collection.

2.5   As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 2 or anything else in these Terms. You can seek advice on your legal rights from your local Citizens' Advice Bureau or Trading Standards office.