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Return and Refunds

Returns ans Refunds

Returns and Refunds Policy

10. Delivery, Risk and Ownership

10.1 All Goods purchased through Our Site will normally be delivered within 30 calendar days of the date of Our Dispatch Confirmation unless otherwise agreed (subject to delays caused by events outside of Our control, for which see Clause 15).

10.2 If We are unable to deliver the Goods on the delivery date (if, for example, no one is available at your address to receive the Goods). Royal Mail will notify you by leaving a card that, they have being and there was no one to receive your order and they will also let you know when they wish to redelivery your item.

10.3 In the unlikely event that Royal Mail fail to deliver the Goods within 30 calendar days of Our dispatch confirmation (unless otherwise agreed as under sub-Clause 10.1), if any of the following apply you may cancel your Order immediately:

10.3.1 We have refused to deliver your Goods; or

10.3.2 In light of all relevant circumstances, delivery within that time period was essential; or

10.3.3 You told Us when ordering the Goods that delivery within that time period was essential.

10.4 If you do not wish to cancel under sub-Clause 10.3 or if none of the specified circumstances apply, you may specify a new (reasonable) delivery date. If Royal Mail fail to meet the new deadline, you may then cancel your Order.

10.5 You may cancel all or part of your Order under sub-Clauses 10.3 or 10.4 provided that separating the Goods in your Order would not significantly reduce their value. Any sums that you have already paid for cancelled Goods and their delivery will be refunded to you. Please note that if any cancelled Goods are delivered to you, you must return them to Us or arrange for them to be return to US. In either case, We will not bear the cost of returning the cancelled Goods.

10.6 Delivery shall be deemed complete once We have delivered the Goods to the address [including, where relevant, any alternative address] provided in your Order.

10.7 The risk in the Goods shall remain with Us until they come into your physical possession.

10.8 Ownership of the Goods passes to you once we have received payment in full of all sums due (including any applicable delivery charges).

11. Faulty, Damaged or Incorrect Goods

11.1 By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect Goods, please contact Us as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund, repair or replacement.

11.2 Beginning on the day that you receive the Goods (and ownership of them) you have a 30 Calendar Day right to reject the Goods and to receive a full refund if they do not conform as stated above. Alternatively, you may request a repair of the Goods or a replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, We may instead offer you a full refund. If you request a repair or replacement during the 30 Calendar Day rejection period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods. If less than 7 Calendar Days remain out of the original period, it will be extended to 7 Calendar Days. If, after a repair or replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund. If you exercise the final right to reject the goods more than six months after you have received the Goods (and ownership of them), We may reduce any refund to reflect the use that you have had out of the Goods.

11.3 Please note that you will not be eligible to claim under this Clause 11 if We informed you of the fault(s), damage or other problems with the Goods before your purchase of the them (and it is because of the same issue that you now wish to return them); if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under this Clause 11 merely because you have changed your mind. If you are a consumer in the European Union you have a legal right to a 14 calendar day cooling off period within which you can return Goods for this reason. Please refer to Clause 12 for more details.

11.4 To return Goods to Us for any reason under this Clause 11, please visit the returns page on Our Site terms of returning goods OR please contact Us to let us know of your arrangement for the goods been returned. You will be fully responsible for the costs of returning Goods under this Clause 11 and will reimburse you where appropriate.

11.5 Refunds (whether full or partial, including reductions in price) under this Clause 11 will be issued within 14 Calendar Days of the day on which We agree that you are entitled to the refund.

11.6 Any and all refunds issued under this Clause 11 will include all delivery costs paid by you when the Goods were originally purchased.

11.7 For further information on your rights as a consumer, please contact your local Citizens’ Advice Bureau or Trading Standards Office.

12. Cancelling and Returning Goods if You Change Your Mind

12.1 If you are a consumer in the European Union, you have a legal right to a “cooling off” period within which you can cancel the Contract for any reason. This period begins once your Order is complete and We have sent you your Dispatch Confirmation, i.e. when the Contract between you and Us is formed.

12.1.1 If the Goods are being delivered to you in a single instalment (whether single or multiple items), the cooling off period ends 14 calendar days after the day on which you receive the Goods.

12.1.2 If the Goods are being delivered in separate instalments on separate days, the cooling off period ends 14 calendar days after the day on which you receive the final instalment of Goods.

12.1.3 If your order is for the regular delivery of Goods over a defined period, the cooling off period ends 14 calendar days after the day on which you receive the first delivery of Goods.

12.2 If you wish to exercise your right to cancel under this Clause 12, you must inform Us of your decision within the cooling off period. You may do so in any way you wish, however for your convenience We offer a cancel form on Our Site. Cancellation by email or by post is effective from the date on which you send Us your message. Please note that the cooling off period lasts for whole calendar days. If, for example, you send Us an email or letter by 23:59 on the final day of the cooling off period, your cancellation will be valid and accepted. If you would prefer to contact Us directly to cancel, please use the following details:

12.2.1 Telephone: <<Yet to be confirmr>>

12.2.2 Email: cancellation@mobilelyme.co.uk

12.2.3 Post: PO.BOX. Yet to be confirm.

12.3 We may ask you why you have chosen to cancel and may use any answers you provide to improve Our Goods and services, however please note that you are under no obligation to provide any details if you do not wish to.

12.4 Please note that you may lose your legal right to cancel under this Clause 12 in the following circumstances:

12.4.1 If the Goods are sealed for health or hygiene reasons and you have unsealed those Goods after receiving them;

12.4.2 If the Goods consist of sealed audio or video recordings (e.g. CD or DVD) or sealed computer software and you have unsealed the Goods after receiving them;

12.4.3 If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.

12.5 Please ensure that you return Goods to Us no more than 14 calendar days after the day on which you have informed Us that you wish to cancel under this Clause 12.

12.6 You may not request that We collect the Goods from you. Please ensure that the Goods are return to US at the agreed time to our returns address location.

12.7 You may not return Goods to Us in person during Our business hours of Monday 9:30 AM / Friday 5:30 PM or you may return them by post or another suitable delivery service of your choice to Our returns address at <<Yet to be confrim >>. Please note that you must bear the costs of returning Goods to Us if cancelling under this Clause 12. The cost of returning Goods to Us should not normally exceed the cost of having them originally delivered to you if you use the same carrier. More details of return costs.

12.8 Refunds under this Clause 12 will be issued to you within 14 calendar days of the following:

12.8.1 The day on which We receive the Goods back; or

12.8.2 The day on which you inform Us (supplying evidence) that you have sent the Goods back (if this is earlier than the day under sub-Clause 12.8.1); or

12.8.3 If you return the Goods under sub-Clause 12.6, the day on which you inform Us that you wish to cancel the Contract.

12.8.4 If We have not yet provided a Dispatch Confirmation or have not yet dispatched the Goods, the day on which you inform Us that you wish to cancel the Contract.

12.9 Refunds under this Clause 12 may be subject to deductions in the following circumstances:

12.10 Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them. For the purposes of this Clause 12, “excessive handling” means any more handling than is reasonable required to ascertain the nature and characteristics of the Goods in question (e.g. no more than would be permitted in a shop). Please note that if We issue a refund before We have received the Goods and have had a chance to inspect them, We may subsequently charge you an appropriate sum if We find that the Goods have been handled in a way that would otherwise entitle Us to reduce your refund.

12.11 Standard delivery charges will be reimbursed in full as part of your refund. Please note, however, that We cannot reimburse for premium delivery. We will only reimburse the equivalent standard delivery costs when issuing refunds under this Clause 12.

12.12 Refunds under this Clause 12 will be made using the same payment method that you used when ordering the Goods..