This policy explains returns, exchanges and refunds at Eight Needles. It does not limit your statutory consumer rights.
1. Contact us: To request a return or exchange, email info@eightneedles.co.uk with your order number or other proof of purchase. We will provide the return address and instructions. You do not need to give a reason when exercising your statutory right to cancel an online purchase.
2. Your UK online cancellation rights: For purchases covered by the statutory cancellation right, you have 14 days after receiving your goods to tell us that you wish to cancel, followed by a further 14 days after notifying us to send them back. You may inspect the goods as you would in a shop. Opening packaging to carry out a reasonable inspection does not, by itself, remove this right.
3. Exchanges: We also accept change-of-mind exchange requests made within 14 days of receiving the goods. For this voluntary exchange service, the item must be unused and resaleable, with its original packaging undamaged. These conditions do not restrict your statutory cancellation rights or your rights if goods are faulty, damaged on arrival or not as described.
4. Return postage and fees: For change-of-mind returns, you pay the return postage. If the goods are faulty, damaged on arrival or not as described, we cover the reasonable return postage costs. Contact us so we can arrange the return. We do not charge a restocking or refund administration fee.
5. Sending items back: Pack the goods securely, include your order number or proof of purchase, and send them to the return address we provide. Please retain proof of posting.
6. Refunds: For an online cancellation, we refund you without undue delay and within 14 days after we receive the goods back or you provide evidence of having sent them back, whichever is earlier. Refunds are made to the original payment method unless you expressly agree otherwise. When you cancel the whole order under your statutory cancellation right, we also refund the standard outbound delivery charge; any extra paid for a premium delivery service is not refundable. We do not charge a return handling fee. Where the law permits, a refund may be reduced for loss in value caused by handling beyond what is necessary to inspect the goods.
7. Faulty goods: Your statutory rights to a refund, repair or replacement are not limited by the change-of-mind cancellation period or our voluntary exchange conditions. Where you are entitled to reject faulty goods for a refund, we refund without undue delay and within 14 days of agreeing that you are entitled to it. Email info@eightneedles.co.uk so we can help.