Cancellation and Returns Policy

  1. You must notify us immediately if you decide to cancel your order for whatever reason preferably by email at sales@seventh-heaven.co.uk and quote your order number.

  2. Goods: The time limit for notification of cancellation is 14 calendar days following receipt by you of the Goods. We cannot guarantee that we will be able to stop your order once we receive notice of cancellation as the Goods may already have been despatched. In these cases the Goods will need to be returned to us.

  3. Services: The time limit for notification of cancellation is 14 calendar days from the day you ordered and paid for the Services unless you have requested us to commence the Services before the expiry of this period in which case the cancellation period expires when we begin providing the Services to you.

  4. Once we have heard from you that you wish to cancel your order within the stipulated time period we will refund or re-credit your debit or credit card with the full amount within 14 days which includes the initial delivery charge (where applicable) which you paid for the delivery of the Goods or the Services, as applicable.

  5. If you decide to cancel for any reason other than the Goods are faulty, damaged or not what you ordered, you must ensure that the Goods are returned to us at our address given above at your cost immediately by courier in good condition and unused.
    If you cancel a contract on this basis and you do not return the Goods to us, we may recover the Goods and charge you for the costs we incur in doing so. Similarly, if you return the Goods at our expense, we may recover that expense from you.

  6. If you return the Goods with poor packaging and they become damaged in the return transit due to the poor packaging we may charge you the cost of the Goods.

  7. A full statement of your legal rights under the Distance Selling Regulations may be obtained in the UK from your local Citizen’s Advice Bureau or Trading Standards Office.

  8. If you consider the Goods to be faulty, damaged or not what you ordered, please contact us immediately preferably by email to sales@seventh-heaven.co.uk to inform us of your wish to return the Goods quoting your order number. You must ensure that the Goods are returned to us at your cost immediately by courier in the condition they arrived and unused.

  9. Upon receipt of the Goods if we agree they are faulty, damaged or not what you ordered we will refund the cost of the Goods and the cost of all shipping. All refunds or re-credits will be undertaken within 14 days of notification of return.

  10. We try to select and package the Goods as well as possible to ensure they arrive in good condition. However, if the Goods arrive damaged please inform us immediately by email preferably. Photographic evidence of the poor packaging would be helpful in resolving the problem. If we agree the packaging was insufficient we will replace the Goods free of charge or provide a full refund as appropriate. Please ensure the Goods are returned to us with adequate packaging if you are returning on this basis.

  11. We recommend that all returned or cancelled Goods are returned using a reputable courier such as Fedex, Parcel Force or DHL.

  12. we are unable to accept cancellations or returns on personalised, bespoke or made-to-order Goods, unless these Goods are faulty or damaged,