Refund policy
RETURNS AND REFUNDS POLICY
Your statutory rights are not affected by this policy.
CANCELLATION RIGHT FOR ONLINE ORDERS
If you are a consumer in the United Kingdom, you normally have the right to cancel an online order within 14 days after the day you receive the goods, without giving a reason. If an order contains goods delivered on different days, the cancellation period runs from the day after the last item is received.
To exercise this right, email info@charmojo.com before the cancellation period expires. Include your name, order number, the items you wish to return and a clear statement that you are cancelling the contract.
After notifying us, you must send the goods back within 14 days. Please contact us before posting a return so that we can confirm the correct return instructions and address. The registered office is not automatically a customer returns centre.
CONDITION OF RETURNED GOODS
You may inspect and handle goods only as you reasonably would in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Where possible, return items with their original packaging and proof of purchase.
RETURN POSTAGE
Unless the item is faulty, damaged, misdescribed or incorrect, you are responsible for the direct cost of returning it. We recommend using a tracked service and keeping proof of postage. If goods are faulty, damaged, misdescribed or incorrect, we will meet reasonable return costs in accordance with your statutory rights.
REFUNDS
We will refund eligible payments, including the cost of our least expensive standard delivery option, within 14 days after we receive the returned goods or after you provide evidence that you sent them back, whichever occurs first. If you selected a more expensive delivery method, the additional delivery cost is not refundable. Refunds are made to the original payment method unless expressly agreed otherwise.
FAULTY OR INCORRECT GOODS
Please inspect your order promptly. If an item is faulty, damaged, not as described or not what you ordered, contact info@charmojo.com with your order number and, where helpful, photographs. Nothing in this policy limits your rights under the Consumer Rights Act 2015.
PERSONALISED AND MADE-TO-ORDER GOODS
The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. This exception applies only where the item has actually been made or personalised for you. It does not affect your rights where goods are faulty, damaged, misdescribed or incorrect.
HYGIENE-SEALED GOODS
For health and hygiene reasons, sealed goods may be non-returnable after the seal has been broken where the law permits. This does not affect rights relating to faulty or misdescribed goods.
EXCHANGES
Please contact us to discuss an exchange. Depending on stock availability, the quickest solution may be to return the eligible item for a refund and place a new order.
CONTACT
FALOWE LIMITED trading as CHARMOJO.UK
Email: info@charmojo.com
Registered office: 64 Charleston Avenue, Basildon, England, SS13 1JH
Company number: 15785252
Registered in England and Wales.