INSTORE RETURN & REFUND POLICY

IN-STORE PURCHASES – CHANGE OF MIND

We want you to be happy with your purchase.

For items purchased in-store, Christmas Supermarket Limited offers a 14-day goodwill returns policy.

If you change your mind, we will offer a full refund or exchange provided that:

• the item is returned within 14 days of purchase;
• the item is unused, unopened and in its original condition;
• all original packaging, labels and accessories are present; and
• you provide the original proof of purchase.

This change-of-mind policy is offered voluntarily by Christmas Supermarket Limited and is in addition to your statutory rights.

There is generally no automatic legal right to return an item bought in-store simply because you have changed your mind.

If you are unsure whether an item is suitable, please speak to a member of our team before purchasing and do not open the packaging if you may wish to return it under our goodwill policy.

CHRISTMAS RETURNS DEADLINE

Christmas Supermarket Limited is a seasonal retailer and our store closes for the season on 24 December and does not reopen after Christmas.

Our voluntary 14-day change-of-mind returns policy is therefore available only while the store is open. All change-of-mind returns must be made on or before 24 December, even where 14 days have not passed since the date of purchase.

We recommend that customers purchasing items close to Christmas check their purchases promptly and return any unwanted items before the store closes.

The 24 December deadline applies only to our voluntary change-of-mind returns policy. It does not limit or affect your statutory rights if goods are faulty, not as described or otherwise do not conform to the Consumer Rights Act 2015.

If you need to contact us about a faulty or non-conforming product after the store has closed for the season, please contact:

info@christmassupermarket.co.uk

FAULTY, MISDESCRIBED OR UNSUITABLE GOODS

Your statutory rights are not affected by our goodwill returns policy or the 24 December change-of-mind returns deadline.

Under the Consumer Rights Act 2015, goods must be:

• of satisfactory quality;
• fit for purpose; and
• as described.

If an item does not meet these requirements, you may be legally entitled to a refund, repair or replacement, depending on the circumstances and when the fault is reported.

In particular, consumers generally have a 30-day short-term right to reject goods that do not conform to the Consumer Rights Act 2015 and receive a refund, subject to the requirements and exceptions contained in the Act.

After the short-term right to reject has expired, you may have the right to a repair or replacement and, in appropriate circumstances, a price reduction or final right to reject the goods.

We will not provide a statutory remedy where the problem has been caused by misuse, accidental damage, normal wear and tear, or where the customer was made aware of the relevant fault before purchasing the item.

PROOF OF PURCHASE

For returns under our voluntary change-of-mind policy, we require the original proof of purchase.

For claims concerning faulty or non-conforming goods, we may ask for reasonable proof that the item was purchased from Christmas Supermarket Limited. This does not necessarily have to be the original till receipt and may include other satisfactory evidence of purchase.

REFUNDS

Where a refund is due, we will normally refund the payment using the same payment method used for the original purchase.

Card refunds may take approximately 5–7 working days to appear in your account after we have processed them. Processing times may vary depending on your bank or card provider.

MANUFACTURER WARRANTIES

Some products may also come with a manufacturer's warranty or guarantee. You may choose to contact the manufacturer where appropriate.

However, a manufacturer's warranty or guarantee is separate from, and does not replace, your statutory rights against Christmas Supermarket Limited as the retailer.

If you believe an item purchased from us is faulty, you can speak to a member of our team or contact:

info@christmassupermarket.co.uk

YOUR STATUTORY RIGHTS

Nothing in this policy excludes, restricts or affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

 

ONLINE RETURNS & REFUND POLICY

We want you to be happy with your purchase.

This policy applies to goods purchased online from Christmas Supermarket Limited and is separate from our in-store returns policy.

ONLINE PURCHASES – YOUR RIGHT TO CANCEL

For most goods purchased online, you have a legal right to change your mind and cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may tell us that you wish to cancel your order at any time from placing your order until 14 days after the day you receive your goods.

You do not need to give us a reason for cancelling.

Once you have told us that you wish to cancel, you must return the goods to us within a further 14 days.

If an order contains multiple goods that are delivered separately, the cancellation period will generally run from the day after you receive the last of those goods.

HOW TO CANCEL AN ORDER

To exercise your right to cancel, you must clearly tell us that you wish to cancel your order within the cancellation period.

Please contact us at:

info@christmassupermarket.co.uk

Please provide your name, order number and details of the item(s) you wish to return so that we can identify your order and process your return efficiently.

We will provide you with instructions for returning the goods.

CONDITION OF RETURNED GOODS

You are entitled to handle and inspect goods in the same way that you reasonably could in a shop.

You should take reasonable care of goods while they are in your possession and, where possible, return them with their original packaging, labels and accessories.

You may remove goods from their packaging where reasonably necessary to inspect them.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and their value has been reduced as a result, we may make an appropriate deduction from the refund to reflect that reduction in value.

RETURN POSTAGE

Unless the goods are faulty, damaged, incorrectly supplied or otherwise do not conform to your statutory rights, you are responsible for the direct cost of returning goods to us, provided that we informed you of this responsibility before you entered into the contract.

We recommend obtaining proof of postage or using a tracked service when returning goods, as you remain responsible for ensuring that the goods are returned to us.

If goods are faulty, damaged, incorrectly supplied or otherwise do not conform to your statutory rights, please contact us before returning them so that we can arrange an appropriate return.

REFUNDS FOLLOWING CANCELLATION

Where you exercise your statutory right to cancel, we will refund the price you paid for the returned goods.

We will also refund the cost of our least expensive standard delivery option available for your order.

If you chose a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

We will make any refund due without undue delay and no later than 14 days after we receive the returned goods, or, where applicable, after you provide satisfactory evidence that you have sent the goods back.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.

After we have processed your refund, your bank or payment provider may take additional time to show the funds in your account.

EXCEPTIONS TO THE RIGHT TO CANCEL

The statutory right to cancel does not apply, or may cease to apply, to certain goods.

These can include, where applicable:

• goods made to your specifications or clearly personalised;
• goods which are liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery;
• sealed audio or video recordings or sealed computer software once unsealed; and
• goods which, after delivery, become inseparably mixed with other items.

These exceptions do not remove your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

DAMAGED GOODS ON DELIVERY

If your order arrives damaged, please contact us as soon as reasonably possible at:

info@christmassupermarket.co.uk

Where possible, please provide your order number and photographs showing the damage to the product and/or packaging. Photographs can help us investigate the problem but do not replace or restrict your statutory rights.

FAULTY, MISDESCRIBED OR NON-CONFORMING GOODS

Your cancellation rights for online purchases are separate from your rights where goods are faulty or otherwise do not conform to the contract.

Under the Consumer Rights Act 2015, goods must be:

• of satisfactory quality;
• fit for purpose; and
• as described.

If goods do not meet these requirements, you may be legally entitled to a refund, repair or replacement, depending on the circumstances and when the fault is reported.

Consumers generally have a 30-day short-term right to reject goods that do not conform to the Consumer Rights Act 2015 and receive a refund, subject to the requirements and exceptions contained in the Act.

After the short-term right to reject has expired, you may have the right to a repair or replacement and, in appropriate circumstances, a price reduction or final right to reject the goods.

We will not provide a statutory remedy where the problem has been caused by misuse, accidental damage or normal wear and tear, or where the customer was made aware of the relevant fault before purchasing the item.

PROOF OF PURCHASE

For online purchases, your order confirmation, order number or other reasonable evidence of purchase can be used to identify your purchase.

We may ask you to provide information reasonably necessary for us to locate your order and process your return.

SEASONAL CLOSURE

Christmas Supermarket Limited is a seasonal retailer and our physical retail store closes for the season on 24 December.

The closure of our physical store does not affect your statutory cancellation or consumer rights relating to purchases made online.

Online customers may continue to contact us regarding cancellations, returns, refunds and faulty goods at:

info@christmassupermarket.co.uk

Please do not attempt to return goods to our physical retail store after it has closed for the season. Contact us first so that we can provide the appropriate return instructions.

MANUFACTURER WARRANTIES

Some products may also be supplied with a manufacturer's warranty or guarantee.

You may choose to contact the manufacturer where appropriate. However, a manufacturer's warranty or guarantee is separate from, and does not replace, your statutory rights against Christmas Supermarket Limited as the retailer.

YOUR STATUTORY RIGHTS

Nothing in this policy excludes, restricts or affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer protection legislation.