Return Policy
Returns Policy – CANTERBURY NEIGHBOURS
If you are not satisfied with your order, you have the right to return it in accordance with the terms below.
Returns
If you are not satisfied with the items you ordered, you may return them within 30 days from the date you received your package.
To request a return, please contact our customer service team at:
Email: info@canterburyneighbours.co.uk
We will provide you with the relevant return instructions and, where applicable, a return form.
To be eligible for a refund or exchange, the returned product must be in its original condition, unworn, unused, and returned with all labels and tags attached. The item must, where reasonably possible, be returned in its original packaging.
We reserve the right to refuse a return or reduce the refund amount where there are clear signs that the item has been used beyond what is necessary to inspect its nature, characteristics, and fit, or if the item has been damaged by the customer.
Legal Right to Cancel
If you are a consumer in the United Kingdom, you generally have the legal right to cancel your online order within 14 days of receiving the goods, without giving any reason.
After cancelling, you must send the goods back without undue delay and no later than 14 days after telling us you wish to cancel.
This legal cancellation right is separate from, and in addition to, our 30-day returns policy set out above.
Refunds
Once we receive your returned product, or you provide satisfactory evidence that it has been sent back, we will process your refund without undue delay and, where applicable, no later than 14 days after receipt of the returned goods or proof of return.
Refunds will be issued to your original payment method unless otherwise agreed.
If you request an exchange, we will process the replacement as quickly as reasonably possible, subject to stock availability.
Delayed or Missing Refunds
If you have not yet received your refund:
First, check your bank account again.
Then contact your credit card provider, as processing times may vary.
Next, contact your bank, as refunds may take additional time to appear in your account.
If you have completed all of these steps and still have not received your refund, please contact our customer service team at:
Email: info@canterburyneighbours.co.uk
Return Costs
Unless we state otherwise, you are responsible for paying the direct cost of returning the item.
Shipping costs paid at the time of ordering are non-refundable, except where required by law, including where goods are faulty, not as described, or where a valid statutory cancellation right applies and the law requires reimbursement of standard delivery charges.
We recommend using a tracked return service and retaining your proof of postage until your return has been processed.
Non-Returnable Items
For hygiene and health protection reasons, we do not accept returns of certain items if unsealed, opened, worn, or otherwise unsuitable for resale, including where applicable:
- lingerie
- bodysuits
- swimwear
- stockings
- skincare products
- other hygiene-sensitive items
This does not affect your statutory rights if such goods are faulty, damaged, or not as described.
Return Conditions
When returning an item, please ensure that:
- the item is returned in unused and resalable condition
- all tags and labels remain attached
- the item is returned in the original packaging where reasonably possible
- you follow the return instructions provided by our customer service team
- you keep your tracking number or proof of postage
All returned items are inspected upon receipt. Items that are damaged, worn, soiled, altered, or otherwise not in a resalable condition due to handling beyond what is necessary may be refused or may be subject to a reduction in the refund where permitted by law.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us as soon as possible at info@canterburyneighbours.co.uk with your order number, a description of the issue, and photos where available.
Nothing in this policy affects your statutory rights under applicable consumer law, including your rights in relation to goods that are faulty, not as described, or unfit for purpose.