Retail and Business Customers

1. YOUR RIGHT OF RETURN AND REFUND

1.1 If you are a consumer, and have ordered Goods via a Distance Contract (see clause 9.2) you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 9.4. The same cancelation periods will also apply if you are a business and have entered a Distance Contract. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep the Goods, you can notify us of your decision to cancel the Contract and receive a refund.

1.2 A Distance Contract means any Contract for Goods between us that makes exclusive use of distance communication (such as Our Site, email, fax or telephone) up to and including the moment at which the Contract between us is made in accordance with Clause 6.3. (See our full Terms and Conditions here)

1.3 The cancellation right does not apply in the case of:

1.3.1 Goods which due to use or damage by you cannot be re-sold at full price;

1.3.2 Goods which are made specifically for you and are of a bespoke nature such that they cannot be re-sold at full price (unless defective – in which case they will need to be returned);

1.3.3 Goods which have already been installed, laid or used (unless defective - in which case they will need to be returned);

1.3.4 Goods which have become mixed inseparably with other items after their delivery;

1.3.5 Goods which are sealed or shrink-wrapped and which have been opened (unless defective - in which case they will need to be returned); and

1.3.6 Goods which cannot be returned due to hygiene reasons (unless defective).

1.4 Your legal right to cancel a Contract starts from the date of the Order Confirmation (the date on which we confirm our acceptance of your order) which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:

Your Contract

End of the cancellation period

Your Contract is for a single item of Goods (which is not delivered in instalments on separate days).

The end date is the end of 14 days after the day on which you receive the Goods.

Example: if we provide you with an Order Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

Your Contract is for either of the following:

  • One item of Goods which is delivered in instalments on separate days.
  • Multiple Goods which are delivered on separate days.

The end date is 14 days after the day on which you receive the last instalment of the Goods or the last of the separate Goods ordered.

Example: if we provide you with an Order Confirmation on 1 January and you receive the first instalment of your Goods or the first of your separate Goods on 10 January and the last instalment or last separate Goods on 15 January you may cancel in respect of all instalments and any or all of the separate Goods at any time between 1 January and the end of the day on 29 January.

Your Contract is for the regular delivery of Goods over a set period.

The end date is 14 days after the day on which you receive the first delivery of the Goods.

Example: if we provide you with an Order Confirmation on 1 January in respect of Goods to be delivered at regular intervals over a year and you receive the first delivery of your Goods on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Goods to arrive during the year.

Clauses 1.5 and 1.6 only apply if you are a consumer

1.5 To cancel a Contract, you just need to let us know in writing that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our website https://mrs-stone-store.com/downloads/MSS-Online-Order-Cancellation-Form.docx. A link to the website cancellation form will be included in our Order Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation. You can also e-mail us at sales@mrs-stone-store.com or contact us by post by writing to Mrs Stone Store, Unit 38 C & D Marchington Industrial Estate, Stubby Lane, Marchington, Uttoxeter, Staffordshire ST14 8LP. Please include details of your order including the order number and the reason for the return.
 

1.6 If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

1.7 If you are a business, you can cancel your order by serving notice under clause 19.3. (See our full Terms and Conditions here)

1.8 If you cancel your Contract within the cancellation period we will:

1.8.1 refund you the price you paid for the Goods. However, we are permitted by law to reduce your refund to reflect any reduction in the value of the Goods, caused by your handling them in an unacceptable way. This would include deductions for any chipping, scratching or damage to the Goods discovered on return. If you are a consumer, and we have already refunded you under clause 9.8.3.1 before any reason for deductions has been discovered, you will still have to make a payment to the value of the deduction.

1.8.2 If you are a consumer, we will refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-4 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

1.8.3 If you are a consumer, we will make any refunds due to you as soon as possible and in any event (provided you are a consumer) within the deadlines indicated below:

1.8.3.1 if you have received the Goods and we have not offered to collect from you: 14 days after the day on which we receive the Goods back from you or, if earlier, the day on which you provide us with evidence or having sent the Goods back;

1.8.3.2 if you have not received the Goods or we have offered to collect: 14 days after you inform us of your decision to cancel the Contract.

1.9 If you are a business, and qualify for a refund under these Terms, we will refund the purchase price of a product returned within 30 days of receiving notice under clause 19.3 of your intention to return the Goods.

1.10 If you have returned the Goods to us within the relevant cancellation period because they are defective under clause 10 (See our full Terms and Conditions here), we will refund the price of the Goods in full together with any applicable delivery charge and any reasonable costs you incur in returning the item to us.

1.11 If Goods have been ordered on-line, all refunds will be made to the credit or debit card used by you to pay during the on-line check-out process.

1.12 If Goods have been delivered to you before you decide to cancel your Contract:

1.12.1 then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back, return it to us in person to the address (at clause 1.1 - See our full Terms and Conditions here), or arrange for us to collect. If we have offered to collect the Goods from you, we will arrange for the Goods to be collected from the address to which they were delivered and will contact you to arrange a suitable day for collection;

1.12.2 unless the Goods are defective you will be responsible for the cost of returning the Goods to us. If we have agreed to collect the Goods from you, we will charge you the direct cost to us of collection.

1.13 If you cancel an order after dispatch, but before receipt of the Goods, we reserve the right to levy a charge for the cost of return.

1.14 Goods must be returned in the original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. No refund will be issued for Goods returned in an incomplete state (unless the Goods are defective). If the original packaging of a defective product has been damaged or destroyed you should ensure the Goods are returned securely on a pallet with sufficient protective packaging. We reserve the right to ask you to provide evidence by way of photographs to show the items are packed securely before returning.

1.15 We will not issue refunds (except for the cost of delivery under clause 1.8.2) for any items lost or stolen in transit to us. If you are a consumer and we have already refunded sums due to you under clause 1.8.3.1 before the Goods are identified as lost or stolen, you will still be obliged to return to us the value of the Goods.

1.16 Where a return is lost or stolen in transit to us, you should claim compensation from the organisation responsible for shipping the return.

1.17 If you fail to return a product to us, we reserve the right to organise collection and charge you for the costs of doing so and for any losses incurred.


Additional Information

Last updated: 3rd April 2018

This Returns and Refund Policy is Copyright © 2007-2021 mrs stone store and may not be reproduced in whole or in part in any format, be that electronic such as a web page, PDF or text file or on printed materials at any time unless given written permission to do so by mrs stone store.


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