1. This policy sets out the returns policy for goods or services purchased through the online store operated by Shades of Coffee Ltd.
2. Fitted / installed parts (or parts that you have tried and failed to fit) are not refundable. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging. Parts that have been fitted are illegible for return unless it is deemed by us or the manufacturer of the item that a manufacturing fault or other fault with the part exists. Your failure to successfully install a kit or part is not a valid reason for a refund or return.
3. You must notify us of your intention to return the product(s) within 14 calendar days of receipt of the goods. After this time, all items are non-refundable. Shipping costs to return the goods are the responsibility of the customer and will not be reimbursed.
4. Some types of goods are exempt from being returned for a refund where they are perishable or are damaged by mishandling during installation (eg Pt100 sensors).
5. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service
6. For refunds relating to:
a. UK orders, with delivery within the UK, under the UK Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 calendar days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and (for UK customers only, and provided you are returning the entire order) original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.
Note that if items are returned for refund, and the original purchase qualified for free delivery due to order value - but the returned item would mean that the original order would NOT qualify for free delivery, then we will also deduct our regular cost for "Tracked 24" delivery from any refund due. Hence you will not have benefited from the free delivery.
b. International orders, with delivery outside of the UK, we reserve the right to deduct any non-recoverable payment card or PayPal processing fees from any refund due to you. This applies to cancellations or refunds of orders where processing fees have been deducted that are not refunded to us, and applies to orders cancelled at any time (after order confirmation, including orders that haven't been shipped, and orders that are returned). We will reasonably pro-rata the deducted fees for any partially returned orders.
c. Courier / FedEx shipments - as we are charged for return shipping of courier orders, we reserve the right to deduct any return shipping fees levied by the courier companies from any refund due to you. This is typically applied in the case of non-payment of customs fees, or non-deliverable / non-collected shipments.
Note that if items are returned for refund, and the original purchase qualified for discounted FedEx delivery to the US due to order value - but the returned item would mean that the original order would NOT qualify for discounted delivery, then we will also deduct the cost difference between our regular shipping cost and the cost for the discounted delivery from any refund due. Hence you will not have benefited from the discounted delivery.
7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.
8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service, gift voucher or software) please contact us for further information about how this can be done.
9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.
10. If you haven't received a refund yet where we have told you we have issued one, please check your PayPal, bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.
11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).
12. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.
13. Refunds and Chargebacks when selecting non-tracked shipping : By selecting a non-tracked shipping service you agree to accept all responsibility for loss or damage of the item during non-tracked shipping. Furthermore you agree not to process either PayPal “item not received” claims or bank / credit / debit card charge-backs of a similar “item not received” nature. Should you file such claims with your bank or PayPal then you agree that this clause shall deem your claim unsuccessful and that your bank and/or PayPal should accept this and that it should take precedence over any other bank, card payment service provider or PayPal terms to the contrary. Should you not agree to this clause, you should either select a tracked mail / courier shipping service or NOT order from us.
14. IMPORTANT - Please ensure that you inform us within 150 days of shipping, if any shipment or item has NOT been received. As the shipping companies will not accept claims for loss or damage unless notified within a reasonable timeframe, unfortunately any claims for assistance or refunds made to us more than 150 days after shipping cannot be entertained.
15. Gift vouchers may be cancelled and refunded if they have not been used at all, and you notify us by email within 14 calendar days of the original purchase date of the gift voucher. On emailing your cancellation request along with the gift voucher code to us, we will validate the request and if valid we will provide a refund to the original payment method and cancel the gift voucher code.