Mind the gap

If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within fourteen (14) working days following your receipt of the goods or the date on which we begin provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights.

 

If you wish to cancel your order under the Distance Selling Regulations we ask you to please notify our Customer Service team by email or post quoting your name, order number and details of the products.Contact Us write to:

 

Email: info@nogentle.co.uk

 

Goods must be returned within 28 days of cancelling your order. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned in their original packaging or promptly at your cost or using the free returns form supplied with your order. If you return goods, please always retain proof of posting for your records. This can be obtained from your Post Office and is free. You will be responsible for the returned products until they reach us.

 

Where you are cancelling your order within this cooling-off period we will refund the full cost of the item. We will only refund the delivery charges if you are cancelling the whole order, so please mention this when cancelling your order. Delivery charges are non-refundable if you are returning part of an order. If you notify us of your cancellation after the 14-day statutory cooling-off period.

 

If you cancel your order in any of the circumstances set out above in regards to cancellation under the provisions of the Distance Selling Regulations, Ann Summers will refund any money paid by you after any products, which have been delivered to you, are returned to us. In the case of damaged or incorrectly supplied goods, we may offer you a replacement product. Any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to withhold amounts for products which are damaged on return as outlined above. Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us (or arrange for us to collect them).

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If you are considering cancelling or wish to cancel a product you have ordered from us, please be aware of the following terms that apply:

 

• Applicability of cancellation rights: Legal rights of cancellation under the Distance Selling Regulations available for UK or EU consumers do not apply to certain products and services including: The sale of customised goods or perishable goods, sealed audio or video recordings, or software, which has been opened, or goods that by reason of their nature, cannot be returned - (Items such as underwear, where the 'hygiene patch' has been removed, or cosmetics where the seal has been broken).

• Additional cancellation terms: Where Additional Terms and Conditions of Sale are applicable to any product or service you have ordered from us, these may also govern your cancellation rights and you should review these carefully

• Damaged or incorrectly supplied products: You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post, phone or e-mail only) within the fourteen day period. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.

• Damage during the course of returning products: If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you obtain proof of sending. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

 

 

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available in the UK from your local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

Delivery - Charges and Timescales

 

We respect your confidentiality. All orders are dispatched in discreet, plain packaging, and we will never make your details available to any third party company for marketing purposes. Delivery charges and timescales vary depending on the type of products ordered, the service you select, delivery address and unforeseeable disruptions to delivery services. For full details of our delivery charges shown as below:

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Standard Delivery £3.99 - 3 to 5 working days 

1st Class Delivery £6.99 - 1 working days

 

Please note that certain products may be subject to additional terms and conditions of sale relevant to the delivery charges and/or timescales applicable to that product. Delivery will be to the UK or international address specified in your order. If no one is available at a residential or other address at the time of delivery, and the parcel is too big to fit through a letterbox, a card will be left with instructions on where to collect your parcel or how to rearrange delivery.

 

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. Ann Summers shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control. In the UK, delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. Similar rights may apply for some international deliveries. For further information about your legal rights contact your local authority Trading Standards department or consumer advice centre (for example the Citizen's Advice Bureau for UK customers).