Returns, Refunds and Cancellation Policy

1. UK Consumer Law Notice

Nothing in this policy excludes, restricts or limits any rights you may have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Under UK consumer law, goods must:

• be of satisfactory quality;
• be fit for their intended purpose; and
• match their description.

Where goods do not meet these legal requirements, you may be entitled to a refund, repair, replacement, price reduction or other remedy, depending on the circumstances.

Your statutory rights are not affected by Cubford’s voluntary returns policy.

2. Statutory Right to Cancel Online Orders

When purchasing goods online as a consumer, you will normally have the right to cancel your order without giving a reason.

You must notify Cubford of your decision to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple items delivered separately, the cancellation period normally ends 14 days after the day on which the final item is received.

To exercise your right to cancel, you must clearly inform us of your decision, for example by email:

Cubford
Email: support@cubford.com

You may use the model cancellation request included below, but you are not required to do so.

Returning Cancelled Orders

After notifying us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the day on which you informed us of your cancellation.

Unless the goods are faulty, damaged, incorrectly supplied or not as described, you are responsible for the direct cost of returning them.

Please obtain proof of postage or another form of shipment confirmation when returning goods.

Refunds for Statutory Cancellations

Where you validly exercise your statutory right to cancel, we will refund:

• the price paid for the returned goods; and
• the cost of our least expensive standard delivery option.

If you selected a more expensive or premium delivery service, the additional delivery cost will not normally be refunded.

We will process the refund without undue delay and no later than 14 days after:

• the day on which we receive the returned goods; or
• the day on which you provide evidence that the goods have been returned,

whichever occurs first.

We may withhold the refund until we have received the goods or you have provided evidence that they have been returned.

Refunds will be issued using the same payment method used for the original transaction unless expressly agreed otherwise. You will not be charged a fee for receiving the refund.

We may reduce the refund to reflect any reduction in the value of the goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

3. Voluntary 30-Day Change-of-Mind Returns

In addition to your statutory cancellation rights, Cubford offers a voluntary 30-day change-of-mind return policy.

You may request a change-of-mind return within 30 days of receiving your order.

For returns made under this voluntary policy, particularly where the statutory 14-day cancellation period has expired, the following conditions apply:

• the item must be unused and unworn;
• the item must be in its original condition;
• all original packaging, labels, tags and accessories must be included; and
• valid proof of purchase must be provided.

To initiate a return, contact:

Cubford
Email: support@cubford.com

You must clearly state that you wish to return the goods and provide your order details.

Unless otherwise agreed, the goods must be returned within 14 days after Cubford accepts or acknowledges your return request.

Return Shipping

You are responsible for the cost of returning goods under the voluntary change-of-mind policy.

Cubford will cover reasonable return shipping costs where the goods are faulty, damaged, incorrectly supplied or not as described.

Refunds Under the Voluntary Policy

Once the returned goods have been received and inspected, eligible refunds will be processed within 14 days.

Refunds will be issued using the original payment method unless otherwise agreed.

Original delivery charges are not refundable under the voluntary change-of-mind policy, except where required by applicable consumer law.

4. Faulty, Damaged, Misdescribed or Incorrect Goods

Please contact Cubford as soon as possible if an item:

• is faulty or defective;
• is damaged when delivered;
• is not of satisfactory quality;
• is not fit for its intended purpose;
• does not match its description; or
• is not the item you ordered.

You may have legal remedies under the Consumer Rights Act 2015.

Faults Reported Within 30 Days

Where goods do not meet the legal requirements, you may have a short-term right to reject them within 30 days of receiving them and obtain a refund.

You may alternatively request a repair or replacement where appropriate.

Faults Reported After 30 Days

Where the initial 30-day period has expired, you may normally be entitled to request a repair or replacement.

If a repair or replacement is unsuccessful, cannot be provided within a reasonable time, or would cause significant inconvenience, you may be entitled to a price reduction or to reject the goods and receive a refund, subject to applicable law.

Cubford will cover reasonable return shipping costs for goods that are faulty, damaged, incorrectly supplied or not as described.

Nothing in this section limits your statutory rights.

5. Exceptions to Cancellation and Change-of-Mind Returns

The statutory right to cancel may not apply to certain goods, including:

• goods made to your specifications or clearly personalised; and
• sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken.

The voluntary change-of-mind policy also does not apply to customised or personalised goods or to opened sealed hygiene products.

These exclusions do not apply where goods are faulty, damaged, incorrectly supplied, misdescribed or otherwise fail to comply with applicable consumer law.

6. Condition of Returned Goods

You may inspect goods in the same way that you would reasonably be permitted to inspect them in a physical shop.

You may be responsible for any reduction in value caused by handling or use beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

For returns made solely under Cubford’s voluntary 30-day policy after the statutory cancellation period has expired, goods must comply with the conditions stated in Section 3.

7. Model Cancellation or Return Request

You may use the following wording to notify us of a cancellation or return:

To:
Cubford
Email: support@cubford.com

I/We hereby give notice that I/we wish to cancel or return the following goods:

Goods ordered: __________________________________________

Order number: ___________________________________________

Ordered on: _____________________________________________

Received on: ____________________________________________

Name of customer: _______________________________________

Address of customer: ____________________________________

Signature of customer, if this form is submitted on paper:

Date: ___________________________________________________

Important Legal Notice

This policy distinguishes between:

• your mandatory rights under applicable UK consumer law, including your statutory cancellation and consumer guarantee rights; and
• Cubford’s additional voluntary 30-day change-of-mind return policy.

Cubford’s voluntary policy does not replace, restrict or reduce your statutory rights.