1. Overview
We want you to be happy with your purchase. If you are not satisfied with your order, this policy outlines when and how you can return items and request a refund or exchange.
2. Your Right to Cancel (Consumer Contracts Regulations 2013)
If you are a consumer purchasing online or by distance selling, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
You must notify us of your intention to cancel within the 14-day period.
After notifying us, you have a further 14 days to return the goods.
3. Returns Eligibility
To be eligible for a return:
The item must be in its original condition, unused, and in its original packaging (unless faulty).
Proof of purchase is required (e.g., order confirmation).
4. Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or not what you ordered:
You have 30 days from receiving it to request a refund.
After 30 days, you may be entitled to a repair or replacement under the Consumer Rights Act 2015.
We will cover reasonable return postage costs for faulty or incorrect items.
5. Return Shipping
For unwanted items (e.g., change of mind), the customer is responsible for return postage costs.
We recommend using a tracked service. We cannot accept responsibility for returned items lost in transit.
6. Refunds
Refunds are issued to the original payment method.
Once we receive and inspect the returned item, refunds are typically processed within 5–10 working days.
Original delivery fees may be refunded only in accordance with UK consumer law (e.g., when cancelling within 14 days).
7. How to Start a Return
To arrange a return or request support:
Contact us at thomasbellcounselling@gmail.com
Include your order number, reason for return, and any relevant photos (for damaged items).
A return address will be provided if needed.
