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Cancellation and Returns Policy

This Cancellation and Returns Policy (the “Policy”) applies in conjunction with our eCommerce Terms and Conditions (the “Terms”) and governs your return of any products (the “Products”) that we supply to you via our website, londonvintage.co.uk (the “Website”).
We reserve the right to amend this Policy at any time.

1. THIS POLICY

We acknowledge that you may, from time-to-time, purchase Products from us and simply wish to change your mind in respect of those Products. Furthermore, there may be a rare instance where we have supplied an incorrect Product to you or such Product is not of the high quality that either you or we would expect it to be.

This Policy is intended to provide you with a simple and easy way of returning any Products to us in the scenarios mentioned above.

If you have any questions regarding this Policy, the please contact us by:
– emailing, at [email protected]; or
– by writing to us at ‘Contact London Vintage’, Office 3-2-8/9, Storey House, Lancaster, LA1 4XQ

If you have any further questions regarding your key legal rights in respect of Products that we have supplied, please visit Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. Nothing in this Policy will affect your legal rights.

Given that the majority of our Products are sold via our Website, in most instances our customers will have statutory cancellation rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“2013 Regulations”).

2. CANCELLATIONS AND RETURNS

Where you are exercising your rights to cancel

Where you have bought Products via our Website, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “2013 Regulations”) you have a legal right to change your mind within 14-days (“Cancellation Period”) of your receipt of the Products and receive a refund for any payments you have made.

Under this Policy and in addition to your statutory rights under the 2013 Regulations, you have an enhanced 28 day period from the date on which you received the Products from us, the Cancellation Period, during which you can change your mind and receive a full refund for any Products purchased via our Website.

In order to start the returns process you must, during the Cancellation Period, you are required to email us first at [email protected]. We would recommend that you first await for our response in respect of your proposed return (as we will advise as to whether you are able to do so under our contract), however once you have started the returns process, you must then return the Products to us at the address mentioned within clause 1 This Policy, above. You can also complete the Model Cancellation Form contained in Annex 1 to this Policy.

When returning the Products to us, please ensure that the parcel is securely wrapped in the original packaging, and that it contains your order number, name, email address, postal address and all other information that we request from you.

Once your return is received and has been inspected by us, we will send you an email to notify you that we have received your returned Product. We will also notify you of the approval or rejection of your return request and whether we will make any deduction to any refund.

We are not responsible for the costs of returning the Products where you are exercising your cancellation rights.

Where you have purchased Products such as, for example, earrings or other pierced items, and these were opened or otherwise used by you after delivery, for hygiene or health protection reasons, under the 2013 Regulations you do not have a legal right to change your mind and you cannot obtain a refund for such Products.

The 2013 Regulations also set out that where we have supplied any Products and those Products have been put to use by you, causing the value of those products to diminish, this will impact the refund we will provide to you. This, for example, applies where there has been unnecessary handling by you causing a loss in value in the Products, which will make the Product unsellable by us in the future. This will affect your rights to a refund under this Policy. In this scenario, we reserve the right to make an appropriate deduction to any refund, which depending on the nature of your use, will likely mean that we cannot refund any element of the price of the Products.

Returns for other reasons

As set out within the Terms, there may be another reason for which you wish to return the Products and receive a refund for the price that you have paid. Examples of such reasons include (but are not necessarily limited to):
– where we have supplied incorrect Products; or
– the Products supplied are not of a satisfactory quality.

In order for us to investigate whether we have failed to supply Products in conformity with the contract, you must return the Products in question in an undamaged and unused condition (unless the Products are faulty or misdescribed), to the address referred to within clause 1 This Policy. Please note that you will initially be responsible for the costs associated with the return of the Products, which will be refunded to you (where such costs are reasonably incurred) if we find that we have failed to conform with the contract.

Following our investigation (which we will carry out as soon as possible following the successful return of the Products), we will notify you in writing of the result.

Where we accept that we have failed to conform with the contract, we will provide you with a refund for Products (including reasonable return costs) within 14 days of us informing you of such acceptance.

Where we do not accept that we have failed to conform with the contract, we will inform you of the applicable costs associated with posting the Products back to you. Please note that if we do not accept that we have failed to conform with the contract, this does not restrict your right to further escalate such complaint further. We would recommend that you seek legal and practical advice regarding the legal procedure prior to doing so (please see clause 1 This Policy, above).

If you have purchased Products from us and you have not complied with the instructions provided to you, we will not accept any return for such Products. We may, from time-to-time provide you with instructions on how to keep care of the Products (depending on which Products you purchase) to avoid damage and discolour and if you do not comply with these instructions, we will not accept any returns request from you.

Nothing in these Terms seeks to limit or restrict our legal obligations or your rights under the Consumer Rights Act 2015.

Cancellation Form

Once you’ve contacted us and we’ve confirmed the cancellation, please print this Cancellation Form and return it with your products: