Cancellations, returns and refunds

Changing your mind

If you buy online as a consumer, you can cancel most orders without giving a reason. You can cancel from the time you place your order until 14 days after the day you receive your goods.

If goods from a single order are delivered separately, the cancellation period normally ends 14 days after the day you receive the last item.

To cancel, contact us using the details below and clearly tell us that you wish to cancel. Please include your order number if available. You do not need to wait for our approval to exercise your cancellation right.

Returning your goods

After telling us that you wish to cancel, send the goods back within 14 days.

Our returns address is:

Decorations Online
Station Road Industrial Estate
Station Road
St Helens
WA9 3JG

Please package items securely and retain proof of postage. Include your name and order number so we can identify your return.

For a change-of-mind return, you are responsible for the direct cost of returning the goods. If an item is faulty, damaged on arrival or incorrectly supplied, contact us so we can arrange an appropriate return or collection at our expense.

You may inspect goods as you would in a shop. Please return all supplied parts and accessories and use the original packaging where possible. Original packaging is not a condition of exercising your statutory rights.

We may reduce a change-of-mind refund to reflect any loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not charge a restocking fee.

Refunds

For a valid cancellation, we will refund you without undue delay and within 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever happens first.

If your order has not been dispatched, we will refund you within 14 days of being told that you wish to cancel.

When you cancel your whole order, we will also refund the cost of our least expensive standard delivery option available for that order. Any additional amount paid for an upgraded delivery service is not refundable under the change-of-mind cancellation right.

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee.

Faulty, damaged or incorrect goods

Your rights concerning faulty, misdescribed or unfit goods are separate from the change-of-mind cancellation period.

Please contact us if there is a problem with your goods. We will provide the refund, repair or replacement to which you are entitled under consumer law and cover reasonable return costs where required.

Personalised goods

The change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. This does not affect your rights if those goods are faulty or not as described.

Contact us

Email: info@decorationsonline.co.uk
Telephone: 0161 737 7977
Address: Station Road Industrial Estate, Station Road, St Helens WA9 3JG

Optional cancellation form

You may use the wording below, but you do not have to:

To Decorations Online, at the postal or email address above:

I give notice that I wish to cancel my purchase of the following goods:

Goods:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Date:
Signature, only if sending this form on paper:

Nothing in this policy limits your statutory rights.