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Our Refunds Policy
How Refunds Are Calculated
Gift Refunds
Gift Certificate Refunds
This page describes how we calculate refunds and outlines our policy on gift refunds and gift certificate refunds. Our refunds policy does not affect your statutory rights.
Some notes about refunds:
- When we collect an item back from you, we'll process the returned item then notify you via email or post of your refund. You can expect a refund in the same form of payment originally used for the purchase within three weeks of our collecting the item from you
- See our Returns Policy and Free 15-Day Money-Back Guarantee here.
| How Refunds Are Calculated |
Items returned because they are damaged, defective or incorrect
If we are refunding an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we will bear the cost of collecting the item back from you. We will also refund the cost of giftwrapping and other services provided to you in connection with your purchase, where applicable. Note that we may not pay your costs if you arrange to deliver the item back to us yourself.
See what to do about damaged, defective or incorrect items here.
Items returned within the Free 15-Day Money-Back Guarantee Period
By law, customers located in the European Union have the right to withdraw from the purchase of an item within 7 working days of the day after the date the item is delivered. For more information see Your Statutory Rights. At Chellgrove Ltd, we have extended those 7 working days to a Free 15-Day Money-Back Guarantee Period.
Where you are withdrawing from your purchase within the Free 15-Day Money-Back Guarantee Period, and there has been no error on our part, we will refund the cost of the item and any explicit cost of sending the item to you as follows:
- where you have asked us to collect an item that was part of a larger order, we'll refund the per-item charge for delivery that you paid us
- where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you paid us
- we will not refund shipping and delivery charges for items delivered outside the UK.
We will not refund any explicit costs of giftwrapping and other services provided to you in connection with your purchase unless you have asked us to collect the item because of an error on our part or because it is defective.
Items returned after the Free 15-Day Money-Back Guarantee Period
Where you are withdrawing from your purchase after the Free 15-Day Money-Back Guarantee Period (e.g. under the item's warranty) we will not refund the cost of delivery, giftwrapping or other services provided to you in connection with your purchase.
If you return a gift purchased for you at Chellgrove Ltd, you'll receive a gift certificate for the value of your return, which you may use as part or full payment for future purchases from us. Your gift certificate will be posted to you at the address to which the original gift was delivered--and don't worry, we won't let the person who sent you the gift know about your return.
Please note that our normal Returns Policy will apply and that the refund will not include the cost of collecting the item from you unless the return is due to an error on our part or is within our Free 15-Day Money-Back Guarantee Period, and will not include giftwrapping costs.
Note: if the gift-giver didn't tell us this was a gift when they purchased it or it wasn't dispatched directly to you, we'll send a refund to the gift-giver and he or she will find out about your return. To find out if your gift-giver told us it was a gift, just ask us.
If you return an item for which you used a gift certificate as part or full payment, we will refund the gift certificate portion to your gift certificate account and any non-gift certificate portion to the card used for the original transaction.
Gift certificates connected to specific promotions are generally non-refundable. See terms and conditions for individual promotions.
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