ACCOUNT CANCELLATION:
Customers can cancel their account at any time without any prior indication. The
customer is under no obligation, and therefore cancellation can be conducted at any
time through the customer’s account page. Once your request has been received
thefernvale.co.uk will cancel your account and will let you know as soon as possible that
this has been completed. Please be mindful that, if we disable your account for any
reason, you will no-longer be a member and will be unable to log into thefernvale.co.uk
website. If you want to enable your account, please request by notifying us contact@thefernvale.co.uk
ORDER CANCELLATION:
If the goods have been dispatched or delivered, but you have changed your mind,
please give written notice via email explain your wish to return the items to
contact@thefernvale.co.uk within 14 working days of receipt.
You will not be entitled to this cancellation period should the item being considered
for return be something that deteriorates quickly, has a limited expiration date or is
frozen food. These non-refundable goods are defined under the term “perishable
food and drink.”
For health and hygiene reasons, the following items sealed for protection reasons
will be deemed as used if unwrapped: personal grooming products e.g. hair
accessories and styling products, shavers, waxing kits, electric toothbrushes etc, will
therefore be unable to be returned if not in their original unused condition.
Cancellation will be accepted only upon the customer’s written consent. We would
request you to send the products back to our registered address as soon as you can
after the cancellation. The consumer has a duty of care for the products during the
cancellation period.
You must send the goods back to our below address at your own cost, unless we
delivered the item to you in error or the item is damaged or defective. In those cases,
we will bear the return cost.
Sussex Traders Limited
22, PARKHURST ROAD, BEXILL ON SEA, EAST SUSSEX,TN40 1DF
If you find any of the perishable goods are damaged or received under quality,
please email our customer service team with an image of the product attached. If the
image that you sent proves the product to be damaged or under quality, verifying the
same we will refund you the cost of the product without if required will arrange the
collection for the same. However, the product cannot be returned or refunded once
you open the inner packing.
Please note, shipping charges are non-refundable. All cancelled orders will only be
refunded the full item price as on the invoice, any service charge or shipping charge
applied are not refunded or cancelled.
GUIDELINES TO CUSTOMERS TO CANCEL THE ORDER:
- Customers are entitled to a 14-day cooling off period on all items sold by
thefernvale.co.uk that are not considered to be perishable or personal hygiene
products. This will apply within the 14 working days, (Saturday, Sunday and public
holidays are not considered as working days), after they receive the parcel.
- To cancel the order, customers need not pay any charge, but will be responsible for
covering the cost of returning the goods.
- You must notify us of your cancellation in writing or calling our customer service
team. Please talk to our customer care executive regarding the cancellation or the
returning of the product; he may suggest some alternative ways of resolving your
issue. However, if you decide to proceed, we will cancel your order or accept the
returned product as desired.
- You must return the goods to our contact address in their original condition at your
own cost, (unless we delivered the item to you in error or the item is damaged or
defective), as soon as possible once you have cancelled the contract.
- We reserve the right to make a charge not exceeding our direct costs of recovering
the goods, if you do not return the goods or return them at our expense.
- Please let us know once you have cancelled the order or returned any product to our
warehouse on the above contact details, so that we will be able to process the refund
to your account. Refunds will be made within 5-7 working days, after the product is
received at our address.
- Please note, shipping charges are non-refundable. All cancelled orders will only be
refunded the full item price as on the invoice, any service charge or shipping charge
applied isn’t refunded or cancelled.
TERMS & CONDITIONS TO CANCEL THE ORDER:
- Customer must bear the delivery fee to send the products back to our address.
- Customer is responsible for sending the products back to our address.
- Customer is responsible for sending the good back in an adequate packing for the
shipment to reach us in good manner.
- Customer is whole responsible till we get the good into our address. Any damage
during the return, the charges will be deducted against the refund.
- Any sharing/posting of complaints/photos via social medias, online news, printed
news in order to damage the reputation of our name/trade mark will not be
entertained, which may delay the process in settling customer complaints.
CUSTOMER'S RESPONSIBILITIES:
We advise customers to open their outer main parcel as soon as they receive If you
are not happy with any item, please get in touch with our Customer Service Team
within 24 hours of receiving the parcel by emailing or calling our customer service
team. No requests for cancellation after 24 hours of receipts will be entertained.
- Please note that photo proof is needed for any quality complaints.
- Customers are requested to sign for accepting the delivery.
