This Returns & Refunds Policy explains your rights and how we handle returns, repairs and refunds in accordance with UK consumer law.

 

1. Your Legal Rights

Under UK law, you are entitled to a full refund if an item is:

· Faulty

· Not as described

· Not fit for purpose

These rights apply whether the item was purchased at full price or in a sale. Nothing in this policy affects your statutory rights.

We will never restrict or mislead customers about their legal rights.

 

2. Returns for Items Bought In Person

For items purchased in person, we are not legally required to offer a refund if you:

· Knew the item was faulty when you bought it

· Damaged the item by attempting to repair it yourself or through a third party

· Changed your mind (for example wrong size or colour)

However, you may still be entitled to a repair, replacement or partial refund if the item is faulty.

 

3. Distance Selling (Online, Mail & Phone Orders)

If you purchased your item online, by mail order or by telephone, you have the right to cancel your order for any reason.

 

Cancellation period

You must notify us within 14 days of receiving your item that you wish to cancel. You then have 14 days to return the item after notifying us.

 

Refunds

Once we receive the returned item, we will:

· Issue your refund within 14 days

· Refund the cost of standard delivery (if paid)

· Not charge any restocking fees

If you selected a premium delivery option, we will only refund the cost of standard delivery.

We may make a deduction from your refund if the item shows signs of use beyond what is necessary to inspect it.

For items returned as a cancellation, you are responsible for the cost of the return and will not be reimbursed for this.

 

4. Handling of Items

You may handle and inspect items as you would in a physical shop. For example, you may:

· Try items on

· Remove items from packaging to inspect them

Please take reasonable care of the goods while in your possession. Please note, many items are made to order and not “stocked” items. We kindly ask that you only purchase items you wish to keep, not multiple items to ‘try then return’. Any orders placed suspected of this activity may be cancelled and refunded.

 

5. Items Not Eligible for Change-of-Mind Returns

Unless faulty, we do not have to offer refunds on:

· Personalised or custom-made items

· Perishable goods (for example food or flowers)

· Newspapers and magazines

· Unwrapped CDs, DVDs or computer software

· Sealed goods that are not suitable for return for health or hygiene reasons once opened (for example underwear)

 

6. Faulty Items: Repairs & Replacements

If you discover a fault after accepting an item:

· You may be entitled to a repair or replacement.

· If the item cannot be repaired or replaced, you may be entitled to a refund.

Within 6 months of purchase - we must repair or replace the item unless we can prove it was not faulty when sold.

After 6 months - you may be asked to provide evidence that the item was faulty at the time of purchase.

Customers generally have up to 6 years from purchase to make a claim (5 years in Scotland).

 

7. Warranties & Guarantees

Your statutory rights apply whether or not a warranty or guarantee is in place. You may still be entitled to a repair or replacement even if any warranty period has expired.

 

8. Proof of Purchase

We may ask for proof that the item was purchased from us. Acceptable proof may include:

· Receipt

· Order confirmation

· Bank or card statement

· Original packaging

 

9. Returns by Third Parties

We are only required to accept returns from the person who originally purchased the item.

 

10. How to Start a Return

To request a return, repair or refund, please contact us at info@ourtim.co.uk

Please include your order number and details of the issue.