This policy does not affect your statutory rights.
Any item returned for a refund or exchange must be in its original (as it was received by you) and fully resalable condition with any labels left intact. The product must also contain no personal data and not be registered to a user. Please note that if you return products which are outside our returns policy or if you do not have proof of purchase, we are unable to process a full refund. Please keep your receipt or order confirmation safe.
Return your item within 28 days of receipt of your order for a full refund. Refunds will be made to the original payment method used. However, you will be responsible for the cost of postage and any associated risk of returning the item to us. Please ensure the item is received by our Online Returns Centre within 28 days of receipt, otherwise your refund may be refused.
If you fail to return your item after the time period outlined above, (with the exception of faulty or damaged goods) we reserve the right not to offer you a full refund. In these circumstances we may return your item to you. However, prior to it being dispatched, you will be charged the delivery fee applicable to the item and your location. A refund will be credited to your original payment method within 14 calendar days of us receiving the returned goods at our Online Returns Centre. Please note, some banks may take longer to credit your account. We are not liable and do not take any responsibility for any bank charges that you may incur during the refund process.
We recommend that you return the item via a recorded delivery service, retain the proof of postage and send a photo of the proof of postage by email to: sales@mentalbooks.co.uk your unwanted goods are returned to us they are done so in their original (as it was received by you) and fully resalable condition with any labels left intact. This also applies to any original packaging, particularly if the packaging forms part of the goods such as a boxed garment or gift item.
Extra care must be taken when trying on clothing. Please ensure you are not smoking, wearing any make-up, fragrance or deodorant that may leave a scent, soil or mark the goods. When you purchase goods online, we appreciate that you are likely to be seeing them for the first time when they arrive. Accordingly, you may try the goods on as if you were in one of our stores. Whilst you are deciding whether to retain your purchase, you have a statutory duty to take reasonable care for the goods. They remain your responsibility until they arrive safely at our warehouse or store. We reserve the right to inspect all goods that are returned and determine their condition.
Where goods are returned damaged or not in their original condition and packaging, we reserve the right to refund you the purchase price less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial and irreversible damage has been caused, we reserve the right to refuse a refund or exchange. We may instead return your goods to you. Prior to dispatch, you will be charged for all costs incurred returning such goods i.e postage or courier charges.
We do not accept liability for any goods that do not reach our warehouse nor can we accept liability for any goods that may be returned in error. As mentioned above we recommend you retain the proof of postage. In the event that we return your goods to you for any of the above reasons and you do not accept the return, we reserve the right to destroy the goods.
Some of the goods you purchase on our website may have an alternative returns policy, meaning this policy will not apply. Please check the returns information on the product page to discover the conforming returns policy before making your purchase. Your delivery note will also indicate the correct process you should undertake if you decide to return any of your goods. Goods with an alternative returns policy includes (but is not limited to) BBQ’s, furniture, wallpaper and sports machines and equipment.
Once we have received the product(s) and if appropriate any packaging, a refund will be credited to the original payment method used within 14 days.
CANCELLATION POLICY
Since orders are dispatched promptly we are unable to cancel orders after you have received your order confirmation email (subject to your statutory rights and these terms and conditions).
If your order has already been dispatched, you may still cancel your order if you change your mind. Simply return your order to our Online Returns centre within 28 calendar days of your receipt of purchase marking the returns code on your dispatch note as “C” cancelled.
Provided you have notified us on the dispatch note that you wish to cancel your order, you will be entitled to a full refund including delivery charges if deemed applicable. We are unable to provide a refund of the delivery charges where only part of your order is being cancelled, unless the order was faulty, damaged upon delivery or incorrect.
You may cancel your contract in respect of the following items provided that they are in their original condition. This includes the packaging where it forms part of the goods, i.e boxed garments and gift items. For hygiene and safety reasons items must not have been worn, opened, assembled, or used. Any seals must remain intact, unbroken and unopened. This includes (but is not limited to) cosmetics, duvets, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return.
You cannot cancel your contract in respect of made-to-measure/order goods, earrings and perishable goods including foods. An exception is made if the goods are faulty, damaged upon delivery or incorrect. Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and will return the goods to you at your own cost.
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