RETURNS & REFUNDS

RETURNS & REFUNDS imageRETURNS & REFUNDS image
RETURNS

You can return most items ordered online (in accordance with the terms in this section). However, certain items are exempt.
RETURNS EXEMPTION LIST:
• personalised or bespoke items;
• any items which deteriorate or expire rapidly;
• any items that were sent to you sealed for health protection or hygiene reasons but you have unsealed them.  including but not limited to: cosmetics, duvets, hats, hosiery, lingerie, bed linen, underwear, perfumery, personal grooming products, pillows and cake decorations.
  •  Items with a tagged swing ticket which you have removed.
  • Items in a heat sealed bag  (for hygiene purposes) which you have opened.
  • Products you have received OVER 28 days after it was delivered to you
  • Products without original packaging or labels
  • Products or packaging in poor condition
Where possible, we shall remind you of this in the product description section.
You cannot cancel your contract in respect of made-to-measure/specially ordered goods (e.g. curtains) or perishable goods (e.g. foods) unless they are faulty, damaged upon delivery or incorrect.
Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.
The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). All Goods returned (with its original packaging) must be in a clean, undamaged, re-saleable condition. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. Where an item is sent to you in a heat sealed bag for hygiene reasons, this bag must not be torn, ripped or opened in anyway if you wish to return the product.
Your statutory rights are not affected.

START YOUR RETURNS
To make a return, please follow our TWO STEP PROCESS.

STEP 1
To make a return you have 28 days in total to:
  • Notify us by email or post that you wish to return a product
  • Make sure that the product (or products) have been received by us.
  • Your 28 days starts from the day after your receive your order (this is known as ‘day 1’)
  • The 28 days INCLUDES weekends and bank holidays.
  • If there are any postal strike actions we will take this into consideration, but can only do so IF you have already notified us that you will be returning Goods and/or you have parcel tracking evidence . Failure to do so means your 28 days starts from the day after you have received your order.
  • If you have sent Goods back and have tracking evidence, but Goods are held up during a postal strike, we will take this into consideration and allow for any delays.
STEP 2
  • GET STARTED ON YOUR RETURN
  • We suggest that you wait no longer than 14 days (starting from the day after you receive your order) to notify us by email or post that you wish to return Goods. By notifying us later than 14 days is acceptable to us, but gives you less time to get your parcel sent back to us.
  • Please fill in the return form (found in your delivery) and email back to us or send via post (use a recorded delivery service). PLEASE check that the Goods you are returning are not classified as ‘return exempt’. If you are not sure what Goods are exempt from being returned, please read our terms and conditions (your statutory rights are not affected).
  • Returns must be sent to:
CUSTOMER RETURNS
GIFT SHOP
10, CRAVEN PARK ROAD
HARLESDEN
LONDON
NW10 4AB
  • We will send you an acknowledgement email once we have received your email or returns form in the post.
  • It is then your responsibility to have your returns parcel in our care from the date on which you sent your email or posted returns form up until the 28th day since you received your ORDER (from ‘day 1’)
  • For security issues any unauthorised parcels will not be accepted.
  • Please make sure your parcel has a ‘senders details’ label on it. The information we require would be your name, address and order number (you will find this on your delivery note).
  • When we receive your parcel, we shall notify you by email and confirm the amount to be refunded to you.
  • Any returns we receive from ‘day 29’ to ‘day 31’ will receive a voucher code to use on our site as a gesture of goodwill (for further information on using vouchers on our site, please refer to our terms and conditions 'use of voucher'). Any returns we will receive on ‘day 32’ onwards will not receive a refund and you will have to pay for your parcel to be returned back to you.
Any returns are at your own risk. For your protection, Thomas Enterprises Ltd recommends that you return your items using a 'signed for' service, whether you use Royal Mail or a courier service. You must pay for any return delivery costs.

Where the wrong item has been sent to you or the item is defective (manufacturer's fault), Thomas Enterprises Ltd will refund you the delivery cost ONLY when we have confirmed this in writing.
The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). All Goods returned (with its original packaging) must be in a clean, undamaged, re-saleable condition. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. Where an item is sent to you in a heat sealed bag for hygiene reasons, this bag must not be torn, ripped or opened in anyway if you wish to return the product.

REFUNDS

Thomas Enterprises Limited will refund you in full for any items you return that are eligible for a refund (packaging in tact, products unused, products not on the exempt list).

If you are returning all items in your order, Thomas Enterprises Limited will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. Thomas Enterprises Ltd will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are NOT returning all the items in your order, the initial delivery cost will not be returned to you.
Thomas Enterprises Limited will refund you using the same payment method originally used by you to make the payment. You will be refunded no later than 14 days after the day Thomas Enterprises Ltd receives the items you are returning back from you.

In the event that a customer fails to fully adhere to our returns policy but sends back products regardless, we will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items (e.g sending back a product in damaged packaging or packaging that cannot be used and/or repack the product will incur a 25% deduction of the total value of the Good). 

To view our full terms and conditions, please refer to our terms and conditions