Returns

Your Consumer Right of Return and Refund

This clause only applies if you are a consumer.

If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013/3134 during the period set out below in clause 9.3. This means that during the relevant period, if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

However, this cancellation right does not apply in the case of any product made to your specification or clearly personalised.

Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:

 

Your Contract

 

End of the cancellation period

Your Contract is for a single Product (which is not delivered in instalments on separate days).

The end date is the end of 14 days after the day on which you receive the Product.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

 

Your Contract is for either of the following:

one Product which is delivered in instalments on separate days; or

multiple Products which are delivered on separate days.

The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

 

Your Contract is for the regular delivery of Products over a set period.

 

The end date is 14 days after the day on which you receive the first delivery of the Products.

Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

 

To cancel a Contract, you need to let us know that you have decided to cancel as early as possible. In order to do so, please email us at natasha@tajohome.com or contact our customer services team by telephone on +44 (0)203 539 1408. If you are e-mailing us, please include details of your order to help us identify it. If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you send us the e-mail.

If you cancel your Contract we will:

Refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods (the “Reduction”) if the Reduction has been caused by you handling the Products in a way which would not be permitted in a shop.  If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount as determined by us acting in our sole discretion;

Not refund the delivery costs you have paid pursuant to your Contract with us; and make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

If you have received the Product and we have not offered to collect it from you, 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 9.7; or

If you have not received the Product or you have received it and we have offered to collect it from you, 14 days after you inform us of your decision to cancel the Contract.

If you have returned the Products to us under this clause 9 because they are damaged or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

In the event of a refund, we will refund you on the credit card or debit card used by you to pay. If you used vouchers or gift cards to pay for the Product we will refund you in vouchers or gift cards only.

If a Product has been delivered to you before you decide to cancel your Contract:

Then you must return it to us as soon as reasonably practicable and, in any event, not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back or return it to us at our registered office address; and

Unless the Product is damaged or not as described, you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection.

Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 9 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. 

Delivery

Your order will be fulfilled by the estimated delivery date set out in the Dispatch Confirmation, unless there is an Event Outside Our Control. If we are unable to meet the estimated delivery date because of an Event Outside Our Control, we will contact you with a revised estimated delivery date as soon as reasonably practicable.

Mainland deliveries within the United Kingdom are via a signed-for service. The delivery charge will be displayed at the time of check-out and are based on the Products ordered weighing up to 1 kilo.  Any Product or combination of Products weighing more than 1 kilo may result in additional delivery charges.

Delivery will be completed when we deliver the Products to the address you gave us.

The Products will be your responsibility from the completion of delivery.

You own the Products once we have received payment in full, including all applicable delivery charges.

International Delivery

Delivery to countries outside the United Kingdom is at our sole discretion.  Please note that there are restrictions on some Products for certain international delivery destinations.

If you order Products from our site for delivery outside of the United Kingdom, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination.  Please note that we have no control over these charges and we cannot predict their amount.  You will be solely responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

You must comply with all applicable laws and regulations of the country for which the Products are destined.  We will not be liable or responsible if you break any such laws or regulations.

International Delivery Charges

Delivery Charges for goods outside the United Kingdom will be affected by a courier of our choosing and will be charged at their prevailing rates at the time of order.

International Returns

Accepting returns from countries outside the United Kingdom ("International Returns") is at our sole discretion.

In the event that we decide to accept an International Return, you will be responsible for the cost of returning the Products to us using an international, tracked postage service. Following receipt and inspection of the returned Products, we will refund you on the credit card or debit card used by you to pay, after having:

  • deducted the Delivery Charges that we paid to fulfil your Contract with us (proof of which we will provide by way of email), irrespective of the Delivery Charges that you paid; and
  • reduced your refund to reflect any reduction in the value of the goods that has been caused by you handling the Products in an inappropriate manner or any damage caused during the return of the Products.

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