► What are my cancellation and return rights?
► How do I cancel my order or request a return?
► Will I receive a full refund?
► How do I return items to you?
► Can I return an item and exchange it for another?
► What if the item is faulty or I receive the wrong item?
► If I request an exchange do I have to pay delivery costs again?
► Can I return an item received as a gift?
What are my cancellation and return rights?
Our returns policy is that you may return goods to us, for any reason, within 30 days after receiving them, so long as they are unused, unwashed and otherwise in an undamaged condition.
In addition, you have a legal right to cancel an order within 14 days without giving any reason. You may cancel all of an order, or one or more items in the order. This cancellation period ends 14 days from the date on which you receive (or the person you have specified in your delivery instructions receives) the goods. If we send your order in more than one shipment, the cancellation period will expire 14 days from the date on which you receive (or the person you have specified in your delivery instructions receives) the last shipment.
Goods can be returned outside these periods if they are faulty, so long as the care instructions on the packaging and product labels have been complied with. We cannot accept goods as faulty if the care instructions have not been complied with and/or the damage to the goods is due to wear and tear or misuse.
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How do I cancel my order or request a return?
To exercise your right to cancel or return goods to us, you must tell us. You can do this in a number of ways:
Log in to your account
Select "Order History"
Select the relevant order using the "view icon" on the right hand side
Select the item to be returned using the green arrows on the right hand side
Most of the information will be automatically completed. Please complete the "Reasons for Return" and select continue.
If you don't have an account, please complete all the details on the Product Returns page.
You do not need to give a reason for cancellation if you do not want to. If that is the case, click "No longer required" as the return reason.
3. By telephoning us on 0345 548 9198
If you complete the Product Returns page or send an e-mail to the e-mail addresses set out above, we will send you an acknowledgement of receipt by e-mail.
Once you have cancelled your order or requested a return, you must return your goods to us without undue delay and, in any event, not later than 14 days from the day on which you submit your return or cancellation request.
(You also have the right to cancel your order in one of the following additional ways, but these may take some time to get to us and it will be quicker and easier for you to use one of the three methods above to cancel your order. You may cancel your order (a) by completing our cancellation form and returning it to us by e-mail or by post at the address on the form, or (b) by making any other clear statement (for example, a letter), and sending it to us by e-mail to firstname.lastname@example.org or by post to All Bamboo Limited, Unit 36, 88-90 Hatton Garden, London EC1N 8PN, United Kingdom. DO NOT SEND RETURNED ITEMS TO THIS ADDRESS OR TO THE ADDRESS ON THE FORM - see below for instructions about how to return items to us. You can find the cancellation form here.)
Will I receive a full refund?
If you cancel an order in full, we will refund to you the amount you paid for your products. We will also refund any amount you paid for delivery unless you chose a type of delivery other than the least expensive option offered by us (in which case we will refund to you the cost, if any, of the cheapest delivery option).
If you cancel an order in part only, we will refund to you all payments received from you in relation to the unwanted goods. If a lower delivery cost would have applied if you had originally ordered only those goods from your order which you want to keep, we will refund any difference between that price and the delivery price you paid. If a higher delivery cost would have applied if you had originally ordered only those goods from your order which you want to keep, we may deduct from your refund any difference between that price and the delivery price you paid.
We may make deductions from the refund for loss in value of any goods returned to us if it is caused by anything you may have done beyond what is necessary to establish the nature, characteristics and functioning of the goods. In particular, if the goods have been used or washed or are marked then we will be unable to re-sell them and this will affect the amount of any refund we make to you.
We will refund your money without delay, and not later than:
14 days after the day we receive back from you any goods supplied, or
if earlier, 14 days after the day you provide evidence that you have returned the goods.
We will refund you by the same means of payment as you used for the initial transaction, unless we have both expressly agreed otherwise. You will not incur any fees as a result of the refund. We may withhold your refund until we have received the goods back or you have supplied evidence of having sent back the goods.
You must return your goods to us without undue delay and, in any event, not later than 14 days from the day on which you you cancel your order. Instructions for returning your goods are below.
You will have to bear the cost of returning the goods. However, if we sent you the wrong item or the goods are faulty then we will arrange for the return of the goods at our cost.
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How do I return items to you?
You should let us know that you want to return your items or cancel all or part of your order as described above under "How do I cancel my order or request a return?" We will then e-mail you to let you know how to return the products to us.
Can I return an item and exchange it for another?
Yes, provided that you tell us that you want to do so within 30 days of receipt and so long as the item is unused, unwashed and otherwise in an undamaged condition.
On the Product Returns page please tell us which item you are returning and state the reason for return. In the comments box please list the item you require, for example "Double Bed Set Natural White". Alternatively, please call us on 0345 548 9198.
If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so that we can contact you to arrange payment.
Please follow the instructions above to return your goods.
What if the item is faulty or I receive the wrong item?
If you have received a faulty item or an item that you didn't order, please tell us by using the Product Returns page, by e-mailing us at email@example.com or by telephoning us on 0345 548 9198. We will then arrange for the return of the goods to us at our cost. Upon receipt we will arrange for a replacement item to be sent free of charge (or, at your option, provide a refund). Nothing in our refund policy affects your statutory rights.
If I request an exchange do I have to pay delivery costs again?
If your delivery address is in the United Kingdom or Isle of Man, we send your exchange items free of charge by standard delivery. If you request express delivery then, if it is available, we may offer that upon payment of the appropriate delivery charge shown on our website.
If your delivery address is not in the United Kingdom or Isle of Man, you will need to pay the appropriate delivery charge.
We will not refund the cost of returning goods to us unless they are faulty or we sent you the wrong item.
Can I return an item received as a gift?
The person who bought the goods has the rights to cancel an order and to return products as described above. However, we cannot provide a cash refund to someone who has received our goods as a gift. An item that was received as a gift can only be returned for an exchange if it is unused, unwashed and otherwise in an undamaged condition. Please complete your details on our Product Returns page and return the item to us following the instructions above. We will then be able to offer an exchange. In the "Faulty or other details" box on our Product Returns page, please include the following information:
the address to which you would like delivery,
the name and address details of the person who made the original order, and
the original order number (if you have it).
The provisions on this page are effective from 11 December 2015