Return and Refund Policy

This policy applies to every order placed on ashfordandhale.co.uk. Ashford & Hale is an online store operated by Logos Ecom LLC. It explains our returns window, how to return an item and how refunds are issued, and it sets out your statutory rights, which apply in addition to this policy and are not affected by it.

Our 30 day returns window

You may return eligible items within 30 calendar days of the date your order is delivered. This is a commercial returns window we offer in addition to your legal rights, and it applies whether or not there is anything wrong with the item.

Your statutory right to cancel

Separately from the window above, you have a legal right to cancel your order within 14 calendar days of the day you receive the goods, without giving a reason. If you cancel under this right, you then have a further 14 calendar days to send the goods back to us. This statutory right exists independently of our 30 day policy and is not replaced by it.

How to start a return

Email info@ashfordandhale.co.uk with your order number and the item you wish to return. We will reply with your return instructions and the address to send the item to.

Please wait for our reply before sending anything back. Items returned without prior contact cannot be matched to your order and may not be processed.

Condition of returned items

Bags must be returned unused and in the condition in which you received them, with their original packaging, labels and any accessories or dust bags supplied. You may unpack and inspect an item as you would in a shop. If an item is returned showing signs of use or handling beyond that, we may reduce the refund to reflect the reduction in value.

Time limit for sending items back

Once we have confirmed your return, please send the item back without undue delay and no later than 14 calendar days from the date of that confirmation.

Cost of returning an item

The cost of return postage is paid by you when you return an item under our 30 day window or under your statutory right to cancel. We do not offer free returns.

Where an item is faulty, damaged on arrival or is not the item you ordered, we cover the cost of return postage.

We recommend using a tracked service and keeping your proof of postage, as we cannot refund an item that does not reach us.

Refunds

Once your return arrives and has been checked, we refund the amount you paid for the item. Refunds are issued by the seller, AEPGEM Global LLC, to the payment method used for the original order.

Where you cancel under your statutory right within 14 days, we also refund the £5.00 standard delivery charge you paid on the original order.

Where you return an item under our 30 day commercial window, the delivery charge on the original order is not refunded.

Refunds are issued within 14 calendar days of us receiving the goods back, or within 14 calendar days of you providing proof that the goods have been sent, whichever is earlier. Your bank or card issuer may take a further 3 to 5 working days to show the funds. We do not charge restocking or administration fees.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery you have the short term right to reject a faulty item and receive a full refund.
• After 30 days and within 6 months you may ask for a repair or a replacement. If that is not possible, or is not done within a reasonable time, you may claim a refund, which may be reduced to reflect the use you have had.

To report a problem, email us with your order number and photographs of the item and its packaging so we can resolve it without delay.

Exchanges

We do not operate a direct exchange service. To obtain a different item, return the original for a refund under this policy and place a new order.

Items that cannot be returned

The right to return does not apply to goods made to your specification or clearly personalised, or to sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.

Cancelling before dispatch

If you change your mind before your order has been dispatched, email us as soon as possible and we will cancel the order and refund you in full, including the delivery charge.

Contact

Email: info@ashfordandhale.co.uk
Office hours: Monday to Friday, 8:00 to 20:00 UK time (GMT/BST)

Full company details are set out in our Legal Notice. The registered address shown there is not a returns address, so please contact us first.