Frequently Asked Questions
Cancellation And Returns
CANCELLATION AND RETURNS POLICY
1. Returning non-faulty/undamaged goods
(a) You have an unconditional right to cancel your order within fourteen (14) days from the date of delivery. PLEASE NOTE: You must take reasonable care of the goods during the cancellation period. This cancellation right does not apply and we do not offer any refunds in respect of any sealed goods which cannot be returned due to health protection or hygiene reasons if they have been opened or unsealed by you, or any goods which have been mixed inseparably with other items by you after delivery. Returned goods must include all parts, accessories, instructions and packaging (including items such as cable ties and plug covers).
(b) To cancel your order:
(i) Send an email or write to us (at email@example.com or Zandera Ltd, Unit 18, Buntsford Hill Business Park, Bromsgrove, B60 3DX) telling us you wish to cancel the order. Include enough information for us to identify you and your order including, as a minimum, your order number, your name and full address. Alternatively, print, complete and send a copy of our cancellation form to us.
(ii) Parcel up the items you are returning securely to minimise any damage that may be caused during delivery. Please include a copy of your written notification or cancellation form so we can trace your order quickly.
(iii) Return the items to us using a reputable carrier. The items will remain your responsibility until they have been signed for at our returns address. We do not accept responsibility for items lost or damaged in the post. If on inspection of the returned goods we believe that they have been damaged or their value has been diminished, then we may deduct an amount equal to the damage or diminishment in value from the refund owed to you. PLEASE NOTE that returning goods under the 14 day period allowed by law is at your cost unless we have supplied substitute goods that you have not found acceptable.
(iv) Once you have notified us of your intention to cancel the order we will normally refund you the cost of your order within 14 days of us receiving the goods back.
(v) This section does not affect your statutory rights.
2. Returning damaged, faulty or misdescribed goods
(a) Please inspect your goods on delivery and report any goods found to be damaged, faulty or misdescribed to our customer services team before 3.00pm the next day following delivery, and also report this by email to firstname.lastname@example.org within 48 hours of delivery.
(b) If your product is faulty or damaged and 2 (a) above does not apply (on initial inspection the goods were not damaged, faulty or misdescribed) you have 30 days from date of delivery in which to return it to us using our returns address: Zandera Ltd. 18 Buntsford Park Road, Bromsgrove, Worcestershire. B60 3DX.
(c) Please contact a member of our Customer Services team on 0800 1123401 (or email email@example.com) and they will explain how to return the item(s) to us and issue you with a Returns Authorisation Code. Failure to do this will delay your return being processed. You are also required to complete a Returns Form and return this with your item.
(d) When returning faulty or damaged items we may ask that you return the physical goods to us and that you do this by First Class Royal Mail (Recorded Delivery). On receipt, we will either repair or replace the product at our discretion.
(e) If the deadline for reporting faults or damage caused during transit under 2 (a) is not met, we will not be able to issue a refund or replacement goods.
(f) We will not confirm that we have received your returned item(s). After receipt of your goods we normally aim to issue replacements within 7 working days and aim to process refunds within 30 days. If we provide a refund, the cost of your item(s) will be refunded to the credit/debit card/Paypal account used to make the purchase. Please note refunds generally take 5 working days to clear from the point of processing.