9. Your Consumer Right of Return and Refund
9.1 As a consumer, you have the legal right to cancel your contract under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013. During the specified period in clause 9.3, you can notify us of your decision to cancel the contract and request a refund.
9.2 However, this cancellation right does not apply in these cases:
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9.2.1 Products customised or made to your personal specifications.
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9.2.2 Products that become inseparably mixed with other items after delivery (e.g., laminated posters).
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9.2.3 Completed services, even if the cancellation period is still running.
9.3 How to Cancel Your Contract
Your cancellation rights begin from the Dispatch Confirmation date. The specific deadline for cancellation depends on the product or service ordered:
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Single Product Contract: 14 days after receiving the product.
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Multiple Product Contract (separate deliveries): 14 days after receiving the last product.
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Services Contract: 14 days after Dispatch Confirmation. Once the services are completed, you can no longer cancel.
9.4 To cancel, notify us by completing the cancellation form, which you’ll find in the Dispatch Confirmation email. After submitting the form, you will receive an email confirmation from us.
9.5 Alternative Methods to Cancel
If you prefer, you can also email us at info@bhpcollectibles.com, call 0121 212 1532, or write to us at 28 St Paul’s Square, Birmingham, B31 IRB. When emailing or mailing, please provide your order details. If you send your cancellation by email or post, it becomes effective the moment we receive it.
9.6 What Happens After Cancellation
If you cancel:
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9.6.1 We will refund the price you paid for products or services, except for completed services. If products are handled improperly, we may reduce your refund accordingly.
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9.6.2 We will refund delivery costs, but only up to the least expensive delivery option we offer.
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9.6.3 We will process your refund within 14 days of receiving the product or cancellation notice.
9.7 Returning Faulty or Mis-described Products
If the products are faulty or not as described, we will refund the full price, including return shipping costs. If services were not performed correctly, we will either correct the services at no extra charge or issue a refund.
9.8 Refunds will be credited to your original payment method. If you used vouchers, we may refund you in vouchers instead.
9.9 Return Process
If you receive the product before cancelling:
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9.9.1 Return the product within 14 days of notifying us of your cancellation.
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9.9.2 If the product is faulty or mis-described, we will cover the return costs. Otherwise, you will need to cover the return shipping costs.
9.10 Your Legal Rights
As a consumer, you are entitled to products and services that conform to the contract. Your legal rights regarding faulty products or improperly performed services remain unaffected by this return and refund policy.