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When you buy online the law gives you rights in addition to the rights you enjoy when you purchase an item from a shop. Specifically, customers in the European Union have the right to withdraw from the purchase of an item during a 'cooling-off' period which starts when the purchase is concluded and ends seven working days after the date the item is delivered. This right applies to most of the items we sell, but there are some restrictions to the types of items to which the 'cooling-off' period applies which you can see by clicking here.
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If you want to cancel an order, you must advise us by email, fax or post (you can find our contact details by clicking here). Please quote your order reference (available from the email we sent you confirming receipt of your order) or your name, address and details of your order, in your correspondence.
We regret that we cannot accept notice of cancellation by telephone.
Please note that there may be restrictions on the right to cancel your order for some products. You can find out more by clicking here).
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It may be the case that we have already despatched your order (or instructed one of our suppliers to despatch to you direct) when we receive your notice of cancellation.
If you receive any items from an order you have cancelled then you must keep them safe and return them to us within 14 days of receiving them. For more information about returning items please click here.
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If you exercise your right to cancel an order (you can read more about that right by clicking here) before we despatch it then you will not owe us anything and we will refund any money you have paid us.
If you exercise your right to cancel an order after we despatch it then you will not owe us anything and we will refund any money you have paid us provided you return all of the items unopened, unused and in pristine condition in accordance with our returns policy (which you can find out more about by clicking here.
You can find out more about our refund policy by clicking here.
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It is not possible to cancel an order for items which are specially ordered for you (identified by the words 'SPECIAL ORDER ITEM' on the web page that describes them) or which are made to your specification. Such items are specifically excluded from the 'cooling-off' period described above.
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