This Returns and Refund Policy applies to purchases made through the Anne London online store at anne-london.uk. Anne London is the trading name under which the trader sells products to consumers in the United Kingdom. For any questions about refunds, cancelling your order, damaged or incorrect items, or orders that have not arrived, please contact us at info@anne-london.uk.

1. Your legal right to cancel

If you are buying as a consumer, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel a contract made at a distance within 14 days without giving any reason, except where the law provides an exception. The 14-day cancellation period begins on the day after you, or a third party you have nominated (other than the carrier), receive the goods. If you ordered several items in one order and they are delivered separately, the period begins on the day after you receive the last item. If an item is delivered in several parts or consignments, the period begins on the day after you receive the last part or consignment.

You do not need to give a reason to exercise your right to cancel.

2. How to cancel

To exercise your right to cancel, you must inform Anne London of your decision by a clear statement. You can send your notice to: info@anne-london.uk. Please include your order number and the details needed to identify your order. You may use the model cancellation form at the end of this Policy, but you do not have to.

To meet the cancellation deadline, it is sufficient for you to send your notice before the 14-day cancellation period has expired. You do not need to give a reason or send photographs of the item in order to exercise your legal right to cancel.

3. Effects of cancellation

If you validly cancel the contract, Anne London will refund all payments received from you under the contract, including the original standard delivery costs where the law requires them to be refunded. If you expressly chose a more expensive delivery option than the cheapest standard delivery we offered, we are not required to refund the additional cost of that choice. We will make the refund without undue delay and no later than 14 days after the day on which we are informed of your decision to cancel, in line with the applicable legal rules.

Because Anne London does not normally require the item to be physically returned, you will not be required to send the item back as a condition of receiving your refund where we have told you that you may keep or dispose of it. We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not be charged any fees as a result of the refund.

4. What happens to the item after cancellation

As part of our business model, Anne London does not normally require items to be physically returned. When you exercise your legal right to cancel, Anne London may tell you that you can keep or dispose of the item without returning it. If we confirm that no return is required, you do not need to send it to Anne London or to our supplier. This does not affect your right to a refund or any other legal rights you have.

We do not require the original packaging as a general condition of exercising your right to cancel. You may be liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning, as permitted by law.

5. Additional 30-day refund policy

In addition to your 14-day legal right to cancel, Anne London allows you to request a refund up to 30 days from the date your item was delivered. This additional commercial policy allows us to consider requests submitted within that period. You can send your request to info@anne-london.uk. Requests under this additional policy may be considered in particular where:

• The item arrived damaged.
• You received the wrong item.
• Your order has not arrived after the maximum estimated delivery time stated.
• You are not satisfied with the item and told us within the applicable period.

Each request is assessed on its own circumstances. When a request is approved, you may be told that you can keep or dispose of the item without needing to return it. This additional 30-day policy is not a commercial guarantee and does not replace or limit your legal right to cancel or your statutory rights in relation to faulty goods. The end of the 30-day period does not remove any rights you have under the law.

6. Damaged, incorrect, faulty or not-as-described items

If you receive an item that is damaged, incorrect, faulty or otherwise not as described, please contact us at: info@anne-london.uk. Please describe the problem and include the details needed to identify your order. Where reasonably necessary to assess the problem, we may ask for photographs of the item, its packaging or other reasonable evidence. Requests for evidence will never be used to unreasonably restrict your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have legal remedies, including a short-term right to reject the goods within 30 days of delivery for a full refund, and the right to a repair or replacement, a price reduction or a final right to reject, under the conditions set out in the law. Where you are entitled to a repair or replacement, it will be provided at no cost to you. Your rights in relation to faulty goods are not limited to the first 14 or 30 days after delivery: in England, Wales and Northern Ireland you may bring a claim up to six years after delivery, and in Scotland up to five years, subject to the applicable rules. Anne London will not use its additional refund policy to limit or exclude its legal responsibility for faulty goods.

7. Orders that have not arrived

If your order has not arrived after the maximum estimated delivery time stated, please contact us at info@anne-london.uk. We will check the available tracking information and the information provided by the carrier or supplier. If the order is not delivered, your statutory rights in relation to non-delivery apply. Where the legal conditions for ending the contract due to non-delivery are met, you are entitled to an appropriate refund of the amounts paid, in accordance with the law. Your rights in relation to non-delivery are not limited by the additional 30-day policy.

8. Refund process and timescales

Where you are entitled to a refund, it will be made using the same payment method used for the original transaction, unless another lawful method has been expressly agreed. If you cancel under your legal right, the refund will be made without undue delay and no later than 14 days after we receive your cancellation notice, subject to the applicable legal rules. For refunds approved under the additional commercial policy, the refund is processed once the request has been approved and in line with all applicable legal deadlines.

Once Anne London has processed your refund, your bank, card issuer or other payment provider may usually take 5 to 10 working days for the amount to appear on your account or card statement. This 5 to 10 working day period relates to processing by your financial institution and does not extend the legal deadline within which Anne London must issue the refund. The name that may appear on your card statement or account is: Anne London

9. Exceptions to the right to cancel

The legal right to cancel does not apply in certain cases set out in the law. These exceptions may include:

• Goods made to the consumer's specifications or clearly personalised.
• Sealed goods that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery.

These exceptions only apply where the legal conditions are met.

10. Exceptions to the additional 30-day policy

Without affecting your statutory rights as a consumer, the additional refund policy may not apply to:

• Items made to the customer's specifications or clearly personalised.
• Gift cards.
• Sealed items that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery.

These limits on the additional commercial policy do not exclude any statutory rights that apply to the item or the contract.

11. Model cancellation form

You may use the model form below if you wish to cancel the contract. Using it is not compulsory. Any clear statement of your decision to cancel, sent within the legal deadline, is sufficient.

To:
Anne London
Email: info@anne-london.uk
Website: anne-london.uk

Notice of cancellation:
I hereby give notice that I cancel my contract for the sale of the following goods:

Product name:
Order number:
Date ordered:
Date received:
Name of consumer:
Address of consumer:
Email address of consumer:
Date:
Signature of consumer (only if this form is submitted on paper):

You can send the completed form to info@anne-london.uk. You do not need to use this form if you have already told us of your decision by another clear statement.

12. Contact

Anne London
Website: anne-london.uk
Email: info@anne-london.uk
Market: United Kingdom