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Returns and Refunds
Please refer to our Terms and Conditions outlined below:
7. Cancellation and Refunds
This and the following paragraph apply if you buy as a consumer as defined in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”). Provided the Regulations apply to the transaction concerned, then the following terms apply to the contract.
7.1 We now inform you that information relating to all aspects of our Goods is not in this document but in our marketing material, whether that is in the medium of Our Website or in hard copy.
7.2 The following rules apply to cancellation of your order as per the Distance Selling Regulations (DSR):
7.2.1 If you have ordered Goods, but not received them, you may cancel your order without giving a reason, at any time within 14 days of your order. You will have no obligation and we will return your money.
7.2.2 If you have ordered Goods, and received them, you may cancel your order at any time within 14 days of the date you received them. You must tell us that you wish to cancel. You must also send the Goods back to us within that same 14 day period.
7.2.3 We will return your money for the product less shipping costs subject to the following conditions:
7.2.3.1 we receive the Goods in a condition in which we can re-sell them at full price, in new condition, unopened, unused with labels and packaging intact.
7.2.3.2 you comply with our procedure for returns and refunds. We cannot return your money unless we know who sent them.
7.3 The option to cancel your order is not available:7.3.1 if you purchase sealed goods which relate to health or hygiene, and they become unsealed after delivery, or cannot be re-sold for some other reason;
7.3.2 if they are a hard medium for a product in soft copy, which comes to you sealed and is returned to us unsealed.
7.3.3 If the Goods are somehow mixed with other goods so that we cannot identify or easily separate them.
7.4 You are responsible for the cost of returning the Goods. We have no obligation to refund to you, your cost of re-packing and returning the Goods.
7.5 In any of the above scenarios, we will return your money less shipping costs within 14 days.
8. Liability For Subsequent Defects
8.1 Please examine the Goods received from us immediately when you receive them. If you do not tell us of any defect or problem within 30 days of receipt of the Goods, we shall assume that you have accepted them.
8.2 The procedure to return the faulty Goods is as follows:
8.2.1 the Goods must be returned to us as soon as any defect is discovered but not later than six months from receipt by you.
8.2.2 before you return the Goods to us, please carefully re-read the instructions and check that you have assembled it correctly, complied with any provisions relating to the power supply, plugs and sockets / other.
8.2.3 please follow the returns procedure, you must contact us via our website or email (Info@ConnisHookah.com), we will approve your return request and provide you with our shipping address. When you return anything to us, you must enclose a note of your order number including your name and address. All Goods must be sent back to us with labels and packaging intact with the goods being unopened, unused, in its original condition with all packaging as it was sent to you.
8.3 We will return your money less shipping costs subject to the following conditions:
8.3.1 we receive the Goods with labels and packaging intact with the goods being unopened, unused, in its original condition with all packaging as it was sent to you as new as stated above on section 8.2.3.
8.3.2 you comply with our returns procedure. We cannot return your money unless we know who sent them.
8.3.3 you tell us clearly what is the fault you have, when it first became apparent, and other information to enable us to identify or reproduce it.
8.4 If any defect is found, then we shall:
8.4.1 Replace or refund you less shipping costs once we have received the goods and inspected. All Goods must be sent back to us with labels and packaging intact with the goods being unopened, unused, in its original condition with all packaging as it was sent to you as new as mentioned above.
9. Delivery and Pick Up
9.1 Goods are delivered within 30 days from the day you place an order to purchase the Goods.
9.2 Deliveries will be made by the Carrier to the address stipulated in your order. You must ensure that someone is present to accept the delivery.
9.3 If we are not able to deliver your Goods within 30 days of the date of your order, we shall notify you by e-mail to arrange another date for delivery.
9.4 We may deliver the Goods in instalments if they are not all available at the same time for delivery.
9.5 Goods are sent at our risk until signed for by you or by any other person at the address you have given to us.
9.6 All Goods must be signed for on delivery by an adult aged 18 years or over. If no one of that age is at the address when the delivery is attempted the Goods may be retained by the driver. When your Goods arrive, it is important that you check immediately the condition and quantity. If your Goods have been damaged in transit, you must refuse the delivery and immediately contact us so that we may dispatch a replacement quickly and minimise your inconvenience.
9.7 Signing "Unchecked", "Not Checked" or similar is not acceptable.
9.8 Goods are sent by post. We will send you a message by email to tell you when we have despatched your order.
9.9 If we agree with you to deliver on a particular day or at a particular time, we will do our best to comply. But no time given is to be treated as contractual. So we are not liable to you for any expense or inconvenience you incur on account of delayed delivery or non-delivery.
9.10 Some Goods will be delivered direct from the manufacturer who will contact you to arrange delivery. When delivery of the Goods has been arranged directly with the manufacturer, you will be subject to the manufacturer's delivery policy.
9.11 Some Goods are so large and heavy that delivery times may be slightly longer. In this case, approximate delivery dates will be given when you place your order.
9.12 Time for delivery specified on the order, if any, is an estimate only and time shall not be of the essence.
9.13 We are happy for you to pick up Goods from our premises provided you make an appointment in advance and payment in full has been received into our bank. A cheque on arrival is not acceptable.
9.14 If you pick up Goods from our premises then:
9.14.1 we will not be able to assist you in loading heavy items;
9.14.2 Goods are at your risk from the moment they are picked up by you or your Carrier from our premises;
9.14.3 you agree that you are responsible for everything that happens after you take possession of the Goods, both on and off our premises, including damage to property of any sort, belonging to any person.
11. Goods Returned
These provisions apply if you buy from us other than being a Consumer. The following rules apply to return the faulty Goods:
11.1 We do not accept returns unless there was a defect in the Goods at the time of purchase, or we have agreed in correspondence that you may return them.
11.2 Before you return the Goods to us, please carefully re-read the instructions and check that you have assembled it correctly and complied with any provisions relating to the power supply, plugs and sockets.
11.3 The Goods must be returned to us as soon as any defect is discovered but not later than 14 days.
11.4 So far as possible, Goods should be returned:
11.4.1 with both Goods unopened, unused and all packaging in their original condition;
11.4.2 securely wrapped;
11.4.3 including our delivery slip along with a note including your order number, name and address.
11.4.4 at your risk and cost.
11.5 The procedure for return of Goods is set out on Our Website and as stated above at section 8.2.3. If you do not follow this procedure, we may be unable to identify you as the sender of the Goods.
11.6 When returning faulty Goods please enclose with it a note clearly stating the fault and when it arises or arose along with a note referencing your order number, name and address and all comply with all the information provided on section 8.2.3 which you can find above.
11.7 If we agree that the Goods are faulty, we will:
11.7.1 Replace or refund you less shipping costs once we have received the goods and inspected. All Goods must be sent back to us with labels and packaging intact with the goods being unopened, unused, in its original condition with all packaging as it was sent to you as new as mentioned above.