DISTANCE SELLING REGULATIONS
When you buy online or by telephone, you have rights as a consumer under the Distance Selling Regulations. This means if you notify us in writing of your wish to return an item within 14 working days of receiving it, we’ll refund you the purchase price. The buyer is responsible for the cost of returning the item back to us. Please make sure you take reasonable care of the item while it is in your possession, and that it is returned to us unused and in pristine condition.
You must notify us of a return, in writing, within 14 working days from the day after you have received delivery. Email firstname.lastname@example.org or call 01480 220315 within the hours 9:00am - 5:00pm to speak to a representative.
IF THE ITEM IS FAULTY
You must notify us in writing and return the item within 30 days form the day it was purchased. The item must be returned for a full refund to be given.
You can return items to us via:
Royal Mail or courier - Include your despatch note, stating the reason for the return and whether you’d like a refund or a replacement.
In store (Ipswich) - Take the despatch note and the product you wish to return or exchange to The Spotted Penguin Company, Edison House, Edison Cl, Ipswich IP3 9GU.
Items should be returned in their original packaging and in a fully resaleable condition. Please see exclusions below for exceptions to this policy. If the product is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item or, at our discretion, or decide to deduct a proportion of the original selling price from the refund amount. This does not affect your statutory rights.
PURCHASES OF FURNITURE, LARGE APPLIANCES AND OTHER LARGE GOODS
Please discuss any access issues with us as more time may be needed for your delivery. Any undisclosed access problems may result in goods being returned to our warehouse and you will be liable for any associated costs.
You are unable to return any special order/custom made furniture items. For those items which can be returned, please note that the cost of this will be considerably more than the delivery charge that you have paid. Please contact the web team at email@example.com for a quote.
Refunds can only be made to the original card used for purchase. Refunds to a card other than the original can only be processed if the original account no longer exists or the account details have expired.
With exceptions to faultiness, we’re unable to offer a refund or exchange on goods/products ordered to your specification, nor upon products/goods made to meet your needs.
None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our terms & conditions.
HOW TO CHANGE OR CANCEL AN ORDER
If you wish to change or cancel an order, please contact the web team at firstname.lastname@example.org. Please have the order number and date the order was placed to hand. If your products have already been delivered, then you will need to follow our returns procedure above.