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Cancellation Policy

Cancellation Policy

The Cancellation Policy references our full terms and conditions. You can read our full Terms and Conditions on the Terms and Conditions page that can be found at the bottom of the website. 

Clause 18.1 applies to business customers only.

18.1 The Buyer shall have the right to cancel the Order at any time by providing the Seller with written notice. Upon cancellation, the Seller reserves the right to make a cancellation admin charge of £250 and the Buyer shall be responsible for reimbursing the Seller for any and all additional costs which the Seller has incurred under these Conditions in relation to the Order.

Clauses 18.2 to 18.5 apply to consumers only.

18.2 Before the Seller begins to provide the Services or the Goods are delivered, the Buyer has the following rights to cancel an Order for Goods (other than made-to-measure Goods as set out in clause 18.3) and / or Services, including where the Buyer chooses to cancel because the Seller is affected by a Force Majeure Event or the Seller changes these

Terms under clause 3.2 to the Buyer’s material disadvantage:

18.2.1 the Buyer may cancel any Order for Goods and / or Services at any time within 14 calendar days of receiving the Goods by contacting the Seller. The Seller will confirm the cancellation to the Buyer in writing;

18.2.2 if the Buyer cancels an Order under clause 18.2.1 and the Buyer has made any payment in advance for Services that have not been provided, or Goods that have not been delivered, the Seller will refund these amounts and any delivery charges to the Buyer;

18.2.3 however, if the Buyer cancels an Order for Services under clause 18.2.1 and the Seller has already started work on the Buyer’s Order by that time, the Buyer will pay the Seller any costs reasonably incurred in starting to fulfil the Order, and this charge will be deducted from any refund that is due to the Buyer or, if no refund is due, invoiced to the Buyer. The Seller will advise the Buyer of such costs when the Buyer contacts the Seller. However, where the Buyer has cancelled an Order because of the Seller’s failure to comply with these Terms (except where the Seller has been affected by a Force Majeure Event), the Buyer does not have to make any payment to the Seller;

18.2.4 if the Buyer cancels an Order for Goods under clause 18.2.1 and the Seller has already despatched the Goods, the Seller will not be able to cancel the Order until it is delivered or collected. In this case, if the Buyer returns the Goods to the Seller, the Seller will have to charge the Buyer the cost of collection or the Buyer will have to pay the cost of returning the Goods back to the Seller. This will not affect the Buyer’s refund for the Goods themselves, but the Seller will not refund any charges for delivery and any charge for collection will be deducted from the refund that is due to the Buyer.

18.3 Unfortunately, as any made-to-measure Goods are made to the Buyer’s requirements, the Buyer will not be able to cancel the Order once made (but this will not affect the Buyer’s legal rights as a consumer in relation to made-to-measure Goods that are faulty or not as described) for such Goods.

18.4 Once the Seller has begun to provide the Services to the Buyer, the Buyer may cancel the contract for the Services at any time by providing the Seller with at least 30 calendar days' notice in writing. Any advance payment the Buyer has made for Services that have not been provided will be refunded.

18.5 Once the Seller has begun to provide the Services to the Buyer, the Buyer may cancel the contract for Services with immediate effect by giving the Seller written notice if:

18.5.1 the Seller breaks the Contract in any material way and the Seller does not correct or fix the situation within 14 days of the Buyer asking the Seller to do so in writing;

18.5.2 the Seller goes into liquidation or a receiver or an administrator is appointed over their assets;

18.5.3 the Seller changes these Conditions under clause 3.2 to the Buyer’s material disadvantage; or

18.5.4 the Seller is affected by a Force Majeure Event.

18.6 The Seller may have to cancel an Order before the start date for the Services or before the Goods are delivered, due to a Force Majeure Event or the unavailability of stock or (in the case of Services) key personnel or key materials without which the Seller cannot provide the Services. If this happens:

18.6.1 the Seller will promptly contact the Buyer to let them know;

18.6.2 if the Buyer has made any payment in advance for Services that have not been provided, or Goods that have not been delivered, the Seller will refund these amounts to the Buyer;

18.6.3 where the Seller has already started work on the Buyer’s Order for Services or made-to- measure Goods, the Seller will not charge the Buyer anything and the Buyer will not have to make any payment to the Seller.

18.7 Once the Seller has begun to provide the Services to the Buyer, the Seller may cancel the contract for the Services at any time by providing the Buyer with at least 30 calendar days' notice in writing. If the Buyer has made any payment in advance for Services that have not been provided, the Seller will refund these amounts to the Buyer.

18.8 The Seller may cancel the contract for Services at any time with immediate effect by giving the Buyer written notice if:

18.8.1 the Buyer does not pay the Seller when they are supposed to. This does not affect the Seller’s right to charge the Buyer interest under clause 9.5; or

18.8.2 the Buyer breaks the contract in any other material way and the Buyer does not correct or fix the situation within 14 days of the Seller asking the Buyer to do so in writing.

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