Your Rights To End The Contract
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
If what you have bought is faulty or mis-described you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 12;
If you want to end the contract because of something we have done or have told you we are going to do, see clause 9.2;
If you have just changed your mind about the product, see clause 9.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
In all other cases (if we are not at fault and there is no right to change your mind), see clause 9.7.
If you are ending a contract for a reason set out at 9.2.1 to 9.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
We have told you about an upcoming change to the product or these terms which you do not agree to;
We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
There is a risk that supply of the products may be significantly delayed because of events outside our control;
We have suspended supply of the products for technical or any other legitimate reasons, or notify you we are going to suspend them for technical reasons or any other legitimate, in each case for a period of more than 30 days; or
You have a legal right to end the contract because of something we have done wrong (including because we have delivered late).
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these Conditions.
Our goodwill guarantee. Please note, these conditions reflect the goodwill guarantee offered by us to our UK customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or mis-described products (see clause 12.2):
Right under the Consumer Contracts Regulations 2013
14 day period to change your mind.
Customer to pay costs of return.
How our goodwill guarantee
14 day period to change your mind.
We pay the costs of return.
You do not have a right to change your mind in respect of:
Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
Products which are made to your specifications or are clearly personalised;
any products which become mixed inseparably with other items after their delivery;
Digital products after you have started to download or stream these;
Services, once these have been completed, even if the cancellation period is still running; and
Sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them.
For those products that are not itemised above in clause 9.5, you have 14 days after the day you receive the goods to change your mind.
Even if we are not at fault and you do not have a right to change your mind (see clause 9.5), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.