Updated: April 2016 v.1
1.1. Cancelling before receiving a Confirmation Notice
1.1.1. You may cancel your order for the Goods at any time prior to receiving a Confirmation Notice from us so long as you contact us in writing. You can send us a cancellation notice by sending an email to firstname.lastname@example.org or a letter to UKAHT, High Cross, Madingley Road, Cambridge CB3 0ET, UK. Your cancellation notice must quote your name, address, the name or a description of the Goods and your order reference number.
1.2. Cancellation after receiving a Confirmation Notice
1.2.1. You are entitled to cancel your Contract at any time prior to receiving the Goods so long as you provide us with written notice or, if you have received the Goods, so long as you provide us with written notice at anytime within 7 working days starting from the day after you received the Goods. You can send your cancellation notice by email to email@example.com or a letter to UKAHT, High Cross, Madingley Road, Cambridge CB3 0ET, UK. Your cancellation notice must quote your name, address, the name or a description of the Goods and your order reference number.
1.2.2. Upon receiving your cancellation notice, we will contact you and provide details of where you must return the Goods and other relevant instructions. You must then immediately return the Goods to us at your own cost and risk. We reserve the right, at our option, to collect the Goods from you. If we wish to collect the Goods we will notify you of when they will be collected by us. We will charge you for the cost of collecting the Goods and will deduct this from any sum owed by us to you.
1.2.3. The Goods must be returned to us in the same condition in which you received them until such time as the Goods are either collected by us or delivered back to us by you. You must return the Goods with its original packaging and the original invoice. You have a legal obligation to take reasonable care of the Goods whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
1.3. Exception to the right to cancel
You will not have a right to cancel an order for any goods or services purchased from us, in the following situations:
1.3.1. If you expressly agree to us beginning to provide any services before the end of the cancellation period.
1.3.2. The Contract is for goods which are bespoke or have been personalised or which may deteriorate (such as food)
1.3.3. The Contract is for goods and/or services the price of which is dependent on fluctuations in the financial market which cannot be controlled by us
1.3.4. The Contract is for the sale of land, auctions and financial service agreements
1.3.5. The Contract is for the supply of:
220.127.116.11. Audio or video recordings and computer software if unsealed by you
18.104.22.168. Audio or video recordings and software and other items that you have successfully downloaded where a free trial or demonstration was available to you to view or download
22.214.171.124. Newspapers, magazines and other periodicals
126.96.36.199. Gaming, betting and lottery services
1.4. Damaged, faulty or wrongly delivered goods
1.4.1. We will offer you a refund of the full purchase price, including the cost of delivery for sending the goods to you, and the cost incurred by you in returning the Goods to us, if it:
188.8.131.52. Has been damaged on delivery
184.108.40.206. Is in a faulty condition
220.127.116.11. Develops a fault within 1 day of delivery
18.104.22.168. Has been delivered to you in error
1.4.2. Provided that you return the Goods to us and we are reasonably satisfied that the Goods have not suffered damage after delivery or have not been misused or used other than in accordance with the instructions or the problem is not due to normal wear and tear.
1.4.3. Alternatively, at your option, instead of a refund (and subject to returning the Goods as required under this clause) we will replace the Goods with the same or a similar product (subject to stock availability).
1.4.4. Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return the Goods to us.
1.4.5. In order to claim a refund or replacement item please send us a cancellation notice as soon as you become aware of a problem and no later than 0 working days after receipt or the fault developing by email to firstname.lastname@example.org or a letter to UKAHT, High Cross, Madingley Road, Cambridge CB3 0ET, UK. Your cancellation notice must quote your name, address, the name or a description of the Goods, a brief description of the problem, fault or damage and your order reference number.
1.4.6. Upon receiving your cancellation notice, we will contact you and provide details of where you must return the Goods and other relevant instructions. You must then immediately return the Goods to us. We reserve the right, at our option, to collect the Goods from you. If we wish to collect the Goods we will notify you of when they will be collected by us.
1.5. Incorrectly priced or described Goods
1.5.1. Whilst we try and ensure that all the information on our Website is accurate, errors may occur. In the unlikely event that the price and/or description of an item listed on the Website has been incorrectly advertised, we will not be under any obligation to sell or provide those Goods to you.
1.5.2. If we discover the error before sending you a Confirmation Notice we will at our discretion, either reject your order and notify you of such rejection, or inform you as soon as possible and give you the option of cancelling your order or reconfirming it at the correct price and/or description. If we give you the option of cancelling your order or reconfirming it at the correct price and/or description but either cannot contact you or do not receive your response within 14 days of sending you notification (whether or not you receive it), we will reject your order.
1.5.3. If we discover the error after sending you a Confirmation Notice we may, at our discretion and without incurring any liability to you, cancel the Contract provided that the error is, in our reasonable opinion, obvious and unmistakable and could have reasonably been recognised by you. We will notify if we cancel the Contract.
1.5.4. If your order is cancelled or rejected and you have already paid for the Goods, you will receive a full refund in accordance with clause 12.7
1.6. Delivery by instalments
1.6.1. The Goods may be sent to you in instalments. You may cancel the outstanding part of your order and receive a refund, if you have already paid, of the purchase price of the outstanding Goods in accordance with clause 12.7
1.7. Processing refunds
1.7.1. We will examine any returned Goods and will notify you about your refund or replacement item via email within a reasonable period of time. We will usually process a refund or delivery of a replacement item as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you are entitled to it. Refunds will be made by crediting the payment card or electronic payment account you used to purchase the Goods.
1.7.2. We reserve the right to refuse to issue a refund or replacement and to recover the cost of returning or collecting the Goods in the event that the Goods are found to have suffered damage after delivery or have been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear or if the Goods have not been returned with its original packaging. This does not affect your statutory rights.
1.8. Delivery Times
1.8.1. Free Standard delivery (UK)
Orders usually arrive within 48 hours but please allow up to 5 working days
1.8.1. Your order will be dispatched by Royal Mail Second Class post unless explicitly requested otherwise.
1.8.1. Depending on the value of the order or destination, we may choose to send your order recorded delivery.
1.8.2 International Delivery
Many of our products are available for delivery to international destinations as long as they are in stock.
Postage & packaging costs are calculated in the checkout basket and are dependent on the package dimensions, weight and delivery location.
Transit time is normally within seven working days (UK working days are Monday to Friday). However this estimate is based on deliveries to major cities; please allow a few extra days for more remote destinations.
Please note all our products are tested to UK safety standards.
1.8.2 Paying for your International Order
All charges are made in pounds sterling, using Visa, MasterCard or PayPal.
1.8.3 Import Duty Payment
Some orders delivered to destinations outside of the EU may be subject to additional taxes, fees, levies or other charges, subject to local legislation. The recipient of the order is responsible for these fees and is required to make payment where asked by local customs. When ordering goods to be delivered to someone other than yourself, please ensure they are aware they are responsible for these additional charges. These charges vary by destination so we are unable to provide information about these charges at the point of order. We would advise you to check the applicable import charges when ordering for delivery to non-UK destinations.
Furthermore in the event that goods are subsequently returned, we are unable to refund any duties, taxes, fees or any other levies imposed by the local customs and excise at the parcel destination.
For any queries or support required on international orders, our friendly customer care team can be reached on +44 (0)1223 355049 between the hours of 9am and 5pm Monday to Friday.
Opening hours are in GMT and GMT+1 during British Summer Time. Please note that the customer care team is an English speaking team.
Alternatively, the customer care team can be contacted at email@example.com. We aim to respond to all email correspondence within 24 hours of receipt.