This policy explains when and how we refund you. Please read it alongside our Terms of Sale. You can reach us at any time at info@asterandpage.co.uk.
1. Changing your mind
If you are a consumer, you may cancel your order for any reason within 14 days of the day you, or someone you nominate, receive the product. Email us at info@asterandpage.co.uk with your order number, the name and address on the order, and a clear statement that you wish to cancel.
You then have a further 14 days to return the product to the address we give you. We refund the full price you paid, including the standard delivery charge paid on your order, within 14 days of receiving the product back, or of receiving evidence that you have returned it, whichever is sooner, using the payment method you used.
If you cancel before your order is dispatched, we refund you in full and there is nothing to return.
2. Who pays return postage
Unless the product is faulty or not as described, you are responsible for the cost of returning it to us. This applies to UK and international returns alike.
Our products contain a rechargeable lithium battery, and some carriers restrict how these can be sent, particularly across borders. Please contact us before you post anything and we will tell you how to return it safely. We recommend a tracked service, as the product remains your responsibility until it reaches us.
3. Condition of returns
You may handle the product as you would in a shop to decide whether to keep it. If it has been handled beyond that, or is returned damaged, incomplete or without its packaging, we may reduce your refund to reflect its reduced value.
4. If something is faulty
If your product is faulty or not as described, you have legal rights under the Consumer Rights Act 2015, which may include repair, replacement or a refund depending on the circumstances and how long you have had the item. Nothing in this policy affects those rights.
Contact us with photographs if you can, and we will arrange collection or return at our cost and put things right in line with your rights.
5. Damage in transit
If your order arrives damaged, please let us know within 48 hours of delivery, with photographs if possible, so that we can resolve it quickly. This is a request to help us, not a condition: your legal rights apply regardless.
6. How refunds are paid
Refunds are issued to the original payment method. Depending on your bank, funds can take up to 10 working days to appear.
7. Contact
Refund requests: info@asterandpage.co.uk. Please quote your order number.