Under the conditions outlined in the Consumer Contracts Regulations, Forsyth Brothers Limited operate a 14 day returns policy, which allows UK and EU customers to cancel their order up to 14 days after receipt of their goods. If you wish to cancel your order during this 14 day period, please notify us in writing by letter or email at [email protected] A telephone call is not sufficient without the express approval of Forsyth Brothers Limited.
If you wish to cancel (or are considering cancelling) your order, please note the following terms that apply:
Legal rights of cancellation under the Consumer Contracts Regulations do not apply to certain products and services - Made to measure items, personalised items, flowers, plants, food and gift are exempt.
If you want to cancel then you must inform us of this within 14 days following the date of receipt in accordance with the Consumer Contracts Regulations or otherwise as soon as possible. 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 and original condition.
Damaged or incorrectly supplied products should be checked against all orders and note any damage or incorrectly supplied items on the delivery documentation, or if you are unable to view the items on receipt, you must inform us by post, phone or email, within a reasonable period of time. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied. In the case of damaged or incorrectly supplied goods, we may offer you a replacement product.
Additionally, the right to return goods to us as mentioned above does NOT apply in the following situations:
Conditional Sales - (e.g. goods purchased on a finance agreement) where the customer is bound to purchase the goods from the outset but do not own the goods until they have fulfilled all conditions of the contract (typically through complete payment of all financial instalments).
Special Orders - Any order which has been specified or customised to the customers specification. This also includes any item which is not typically stocked at Forsyth's and has been ordered in at the request of the customer.
Health and Safety - Any product that has come into contact with a customer's ear or mouth, such as microphones, headphones, earphones or a product with a mouthpiece that has been used or where the hygienic seal has been separated or broken.
Software, Media and CD's - where the packaging has been unsealed (unless the product is faulty) and copyright policies apply, any product registered via digital or physical means becomes immediately exempt for any returns.
This is not intended to be a full statement of your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.
If you wish to exercise your right to cancel any contact within the cancellation period, you should return the goods to us within a reasonable time period (normally 14 days) and take reasonable care in doing so as detailed in the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The risk and cost of returning cancelled the goods is the responsibility of the customer unless you have notified us that the goods have arrived damaged or faulty and this has been verified by us. If returned products are lost or damaged in transit, we reserve the right to charge you for such loss or damage or not the refund you any amounts attributable to the loss or damage.
Upon cancellation of the contract we will credit your account with a full refund for the goods less any bank charges incurred (e.g. for refunding to international bank accounts) and/or costs incurred by Forsyths to organise the return of the goods. Normally refunds are processed the same day if the goods have not yet been dispatched or on the day of receiving the goods back, however, in any event, not later than 14 days after receipt of the cancelled goods. If you do not return the goods or do not pay the cost of delivery to us, we shall be entitled to deduct the direct cost of recovering the goods from the amount of the refund.
Cancellations outside of the Consumer Contracts Regulations
If we agree to allow a cancellation or return outside of the CCR, we will refund any money paid by you after the goods have been returned to us and checked. In the case of damaged or incorrectly supplied goods, we may offer you a replacement product. Any refunds given by us will be processed via Paypal and will be subject to our right to retain an amount for products which are damaged on return or where we have arranged collection.
Cost of returns
If you change your mind, you can return your purchase, subject to our the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, in its original condition within 14 days to us for a full refund (minus the difference in postage/shipping between the standard costs and premium costs where the goods were despatched by a premium service). Please note that shipping discounts will be removed if your full return or partial return takes your order below the free delivery threshold (this only applies for items that have been sent).
If you would like Forsyth to arrange to collect your order, our standard collection charges are shown below:
Standard Return Shipping Rates:
•£15.00 - UK Mainland standard collection up to 10Kgs (an extra £0.250 applies per Kg thereafter)
•£16.99 - UK Offshore standard collection up to 5Kgs (an extra £0.65 applies per Kg thereafter)
•£29.99 - UK Mainland standard collection between 10Kgs and up to 25Kgs (an extra £0.50 applies per Kg thereafter)
For items being collected from Europe, case by case pricing will apply and we will discuss this with you prior to arranging collection.
Orders which have received special discounted shipping will have to cover the initial express courier dispatching fees.