This policy is part of our Terms & Conditions (“Conditions”).
For most Products you have up to 28 days to notify us if you want to cancel the order or exchange the Product. The cancellation period will expire 28 days from the day on which you receive the Products you have ordered. This applies to Cancellable Products only. Cancellable Products and Non-Cancellable Products are defined below. After the expiry date neither we nor the Seller can offer you a refund or exchange.
1. Cancelling Your Order, Returning or Exchanging a Product
A. Send the details of the order you wish to cancel, or the Product you wish to refund or exchange to firstname.lastname@example.org ensuring that you provide us with your name and order number specified on the subject line.
B. If you have already received the Product, package the item up and send it back to either:
i. the Seller, if the Product was received from an ATBH Seller; or
ii. ATBH, if the Product was received from ATBH
within 14 days of letting us know that you want to cancel your order and return the Product. We recommend that you use a trackable shipping service with proof of postage or purchase shipping insurance. Please be aware that you will be responsible for covering the direct costs of returning the Product.
C. As the Seller’s payment agent, we will process the refund directly to your payment card, in no more than:
i. 14 days after the day the Product is received by the Seller: or
ii. if earlier, 14 days after the date you provide evidence that you have returned the product to the Seller; or
iii. if there was no Product or Products supplied, 14 days after the day on which you informed us in accordance with Clause 1.A above about your decision to cancel your order.
D. For Products, whereby no Seller is involved, we will process the refund directly to your payment card, in no more than:
i. 14 days after the day the Product is received by us: or
ii. if there was no Product or Products supplied, 14 days after the day on which you informed us in accordance with Clause 1.A above about your decision to cancel your order.
To be eligible for a return, your Product must be unused and in the same condition that you received it. It must also be in the original packaging.
Please be aware that you are fully responsible for the condition of the product while it is in transit back to the Seller or in transit back to us in context of a return.
Please do not destroy or throw away any Product, even if there is a fault with it, before you have spoken to the Seller or us and agreed that in doing so it will not affect any refund, which you may otherwise be entitled to.
All our Sellers comply with our Returns & Refunds Policy.
2. Non-Cancellable Products
Some Products are unfortunately Non-Cancellable and Non-Refundable:
A. Any Product that is made to your specific requirements, is personalised or otherwise due to a bespoke element.
B. Perishable Products such as food, flowers newspapers or magazines can be returned.
C. Creative Products that are specially commissioned when you place an order, such as art, sculpture and ceramics.
D. Personal items sold with a hygiene seal, such as underwear or cosmetics where the seal has been broken.
In order to avoid any disappointment, please ensure that you check whether or not a Product is Cancellable or Non-Cancellable before making an order.