Cancellation and returns policy

If you wish to cancel your order:

• you can notify us by email to sales@charliesdirect.co.uk before we have dispatched the goods to you; or
• where goods have already been dispatched to you, by returning goods to us using your 'returns address slip' which is located at the bottom of your delivery note and also in accordance with details below

You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund or exchange. The costs of returning goods to us shall be borne by you.

Upon receipt of the goods we will give you a full refund of the amount paid or an exchange credit as required.

The rights to return the goods to us will not apply in the event that the product has been used

If the goods are faulty, incorrect or damaged on delivery we will meet the cost of return (but we ask that you allow us to nominate the carrier). Depending on the weight and value of the goods we may ask you to return the goods via Royal Mail in which case we will reimburse your costs upon receipt of the goods. Please ensure that the goods are suitably packaged to prevent damage in transit.

We will also (at your option) replace or exchange any such goods; or refund you for the price paid including delivery charges. In all other circumstances we will (at your option) exchange the goods or refund you the amount paid (excluding delivery charges) only.
You may return items to any of our stores, if more convenient, however we do ask that you provide proof of purchase and advise the store that you purchased the goods via charliesdirect.co.uk.

We will not be liable to you for any loss of profits, administrative inconvenience, disappointment, indirect or consequential loss or damage arising out of any problem in relation to the goods and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions.
This policy is in addition to any statutory rights you may have as a consumer, which remain unaffected.

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