1. Introduction
At Tarantula Army, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward returns and refund process in accordance with UK consumer law. Please read this policy carefully to understand your rights and how to return or exchange items purchased from us.
2. Your Right to Cancel
2.1 Cooling-Off Period:
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason. This 14-day period is known as the “cooling-off period.”
2.2 Exemptions:
Certain items are exempt from the right to cancel, including:
- Perishable goods.
- Custom-made or personalised items.
- Sealed items that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.
3. How to Cancel and Return an Order
3.1 Notifying Us:
To cancel your order within the 14-day cooling-off period, please notify us in writing by email at biteme@tarantulaarmy.co.uk. You can use the model cancellation form found at the end of this policy, but it is not mandatory.
3.2 Returning the Goods:
Once you have informed us of your decision to cancel, you must return the goods to us within 14 days. The goods should be returned in their original packaging and condition. Please include your order number and details of your request.
3.3 Cost of Returns:
You are responsible for the cost of returning the goods unless the goods are faulty or not as described. We recommend using a tracked delivery service to ensure the goods reach us safely.
3.4 Return Address:
Unit 14a Manley Close, Tonyrefail, CF39 8NS, United Kingdom
4. Refunds
4.1 Processing Refunds:
Once we receive the returned goods, we will inspect them and notify you of the approval or rejection of your refund. If approved, we will process your refund within 14 days. The refund will be made to the original payment method used when placing the order.
4.2 Full Refunds:
If you cancel your order within the cooling-off period and return the goods in their original condition, you will receive a full refund, including the cost of the original delivery (standard delivery cost). If you chose an enhanced delivery method, we will only refund the standard delivery cost.
4.3 Deductions:
We may deduct from your refund for any loss in value of the goods if the goods have been used or damaged while in your possession, beyond what is necessary to establish their nature, characteristics, and functioning.
5. Faulty or Damaged Goods
5.1 Your Rights:
Under the Consumer Rights Act 2015, you have the right to a refund, repair, or replacement if the goods you receive are faulty, not as described, or do not last a reasonable length of time.
5.2 Reporting Faults:
If you believe the goods you received are faulty or not as described, please contact us as soon as possible at biteme@tarantulaarmy.co.uk. We may ask for evidence of the fault or damage (such as photos) before arranging a return.
5.3 Return of Faulty Goods:
If the goods are confirmed to be faulty, we will cover the cost of returning the goods to us. Once we receive the faulty goods, we will offer you a repair, replacement, or full refund.
6. Exchanges
6.1 Requesting an Exchange:
If you wish to exchange an item for a different size, color, or product, please contact us at biteme@tarantulaarmy.co.uk. Exchanges are subject to product availability. You will need to return the original item, and we will dispatch the replacement once we receive it.
6.2 Cost of Exchanges:
You are responsible for the cost of returning the original item unless it is faulty. We will cover the cost of sending the replacement item to you.
7. Contact Us
If you have any questions or concerns about this Returns and Refund Policy, please contact us at:
Email: biteme@tarantulaarmy.co.uk
Address: Unit 14a Manley Close, Tonyrefail, CF39 8NS, United Kingdom
8. Model Cancellation Form
If you wish to cancel your order, you may use the form below and send it to us.
To: Tarantula Army, Unit 14a Manley Close, Tonyrefail, CF39 8NS, United Kingdom, biteme@tarantulaarmy.co.uk
I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:
Ordered on: [Order Date]
Received on: [Delivery Date]
Order Number: [Order Number]
Name of Consumer(s): [Your Name]
Address of Consumer(s): [Your Address]
Signature of Consumer(s) (only if this form is notified on paper): [Your Signature]
Date: [Date]
*Delete as appropriate.