Refund and Returns Policy
1. RETURNS
& REFUNDS
There is no automatic right to return, exchange or cancel outstanding orders. All returns, exchanges and order cancellations are at the discretion of the Company. If you would like to return, exchange or cancel an order you need to email weborders@andreas-carter.co.uk in the first instance quoting:
Invoice/ Order Number
Name
Business / Company Name
Address
Contact number
List of items for return / exchange or whether you want to cancel an outstanding order
Reason for return / exchange / order cancellation
Please note that the submission of details for return, exchange or order cancellation is not acceptance of your return. The Company reserves the right to accept or reject, in whole or in part any submission for return, exchange or order cancellation. If your submission for a return or exchange is accepted you will be issued with a returns authorisation number which you must include when returning your goods to us.
1.1. Restocking fees
The Company offers thousands of products across a number of Brands. As a result we cannot hold stock of all products, colour variations and sizes offered for sale. Where a return is accepted by the brand the customer is liable to pay any restocking fee associated with the return. You will be notified of the restocking fee at the time your order is authorised to be returned. The restocking fee will be automatically deducted from your refund once the goods have been received back.
1.3 Returns & Exchange Costs
Except where the return is required as a result of our error, all returns and exchanges are at the cost of the Customer. The Customer has sole responsibility for ensuring goods are returned to us. We encourage all customers to use an insured and tracked service to send items back such as Royal Mail Recorded or Special Delivery. It is strongly advised that you get a proof of posting certificate.
No refunds or exchanges will be made for items returned, but not received by us if no proof of posting was obtained.
1.4 Personalised Goods
Under no circumstances can personalised products be cancelled, refunded or exchanged. Personalised products includes, but is not limited to, garments, accessories and equipment which have been modified by the addition of print, embroidery, patches, club logos, club colours, sponsors, names, numbers, tailoring or other modifications.
1.5. Refunds
Policy
Refunds for returned or cancelled orders can take up to 14 working days from receipt of the item. We will not issue a refund until we have received the Goods back or you have supplied evidence of having sent back the Goods.
Refunds will be issued using the same method payment as you used for the initial transaction unless otherwise agreed. Any restocking fee that we have notified you of at the time your order was accepted for a return or cancellation will be deducted from the full amount of your original order before a refund is issued. We will notify you once a refund has been made.
1.6. Order
Errors
In the event you find there is an error with your order you must notify us in writing within 72 hours of receipt of the parcel via email weborders@andreas-carter.co.uk
Please carefully check the goods received against the packing list included in the parcel and notify us of the specific discrepancies. Except for where the
return is required as a result of our error, the cost of return postage and the original postage charge are both non-refundable. Where your order is faulty
(either supplied incorrectly, or faulty) we will organise the return of the item for you unless agreed otherwise. Where it is agreed that the Customer is
to return the goods, you must get a proof of posting certificate. No refunds, exchanges, or replacements will be made for items returned, but not received by
us if no proof of posting was obtained.
