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I Ordered Online from upupandaway.co.uk. What is the Returns, Exchanges and Refund Policy?
UK consumers and consumers from the rest of the European Union have the right to cancel contracts for the purchase of items within fourteen (14) calendar days of the day after receipt of the ordered goods. To do this, please return your item(s) to us by post (at your own cost) or in store. Unwanted products should be returned to us (at your own cost), unopened in their original, sealed and undamaged packaging so that they are fit resale.
• Return to store: Return the item to the Up Up and Away store along with the email we sent you when we dispatched it. Refunds are only made onto the card that made the original payment, not in cash. PayPal payments are refunded to your payment card.
• Return by post: The return is at your own risk and at your own cost and we will not refund your costs in returning the item to us and other services provided to you in connection with the purchase such as recorded or courier delivery. Include the reason for the return, your order number and your email address or telephone number. We may withhold refund until the item(s) are returned (or evidence of return is provided by you). Items should be appropriately packaged to prevent risk of damage.
Faulty, Incorrect or Defective Items
If you are sending something back that’s faulty or incorrect due to our error, we will refund the return postage costs to your payment card, but not in other circumstances. If the item is not working, refer to any warranty information relating to it. It may be quicker for you to get a replacement product direct from the manufacturer rather than by returning it to us.
You should inspect any product(s) you purchase from the website as soon as you can after delivery and notify us if you consider they are defective as soon as possible. If a product is incorrect, faulty or defective you are entitled to either:
• During the first 30 days after the delivery date, you can ask us to reimburse the price paid for the relevant product(s) to the credit or debit card used to purchase the goods.
• During the first 6 months after the delivery date, you can ask us to repair the product(s) at our own expense, or ask us to supply replacement product(s) free of charge.
• After 6 months you should check whether your item is under warranty. You can contact the manufacturer directly if your item is covered.
You have statutory rights against us and any warranty applicable to an item is additional to those rights. You can also obtain free legal advice on your statutory rights in relation to faulty or misdescribed goods from Trading Standards (via Citizens Advice Consumer Service on 03454 040506) or your local Citizens Advice Bureau. Our Customer Service Team will also be able to advise you.
How Do I Return Items for a Refund?
Within 14 calendar days of receipt you can either return items to the Up Up and Away store or by post. Bring the item to Up Up and Away store along with your order
dispatch email. Refunds are made onto your card, not in cash. PayPal payments are refunded to your payment card.
Or post the item back to us at the address printed on the delivery note included with your order.
For items returned by post:
• The items must be in the original condition and packaging with any security seals intact.
• Repackage the products securely and send to the address printed on the delivery note.
• Include the reason for the return, the invoice number and your email address or telephone number.
How Long Have I Got to Return an Unwanted Item?
You have 14 calendar days after delivery to return an item for a refund.
Can I Return a Faulty Item?
If you are sending something back that is faulty or incorrect due to our error then we will refund your postage costs to the card you paid with.
My Order has Arrived Incorrect or Damaged. What Do I Do?
You can request a refund within 14 working days after the item was delivered. Return it to us within 14 days of receipt for a full refund or exchange. Keep any warranty information.
If you are sending something back that’s faulty or incorrect due to our error we’ll refund your postage costs to the card you paid with.
Balloon Course cancellation procedure
If you need to cancel we require you to notify us by email as soon as possible, so we have the chance to offer your cancelled course to another customer. If we are unable to sell on your cancelled balloon course, the following will apply;
Up to 30 days notice a full refund will apply. A 50% refund will be made for cancellations received no less than 30 days before the course date, no refund thereafter.
Returns Notification
All Returns must be notified within 14 days. Goods must be received within 14 days of notification. Returns are at customer’s cost and must be unopened and in resaleable condition. Please complete the form below when returning goods.
| Company Name | Order Number | Purchase Date | Product Code | Qty | Reason For Return |