Returns and refunds
A. STANDARD RETURN PROCEDURE
Initial Contact and Required Information
a) To initiate a return, customers must email our customer service team at info@uk-chinology.com.
b) The following information is required:
i) Order number.
ii) Details of the item in question (name, reference).
iii) Specific reasons for the return (defect, non-compliance, ordering error, etc.).
iv) Complete contact details (name, postal address, email address, telephone number).
Validation and Return Instructions
a) Once the request is received, our customer service team will assess whether it complies with this Return Policy.
b) If approved, we will provide instructions for returning the item (warehouse address, any required return slip, etc.).
Refund Processing
a) Upon receiving and inspecting the returned item, our after-sales service will issue a refund or facilitate an exchange, according to the validated request.
b) Refunds will be processed in accordance with the timeline and conditions outlined in this policy (see Section H.3 for refund timelines).
c) This procedure complies with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which govern how sellers must inform customers about returns and refunds for online or distance sales in the UK.
B. GENERAL PROVISIONS
Scope
a) This Return Policy applies to all purchases made from Chinology UK (“we” or “our company”) through our website or any other official sales channel within the United Kingdom.
b) In accordance with the Consumer Rights Act 2015, we aim to ensure that our policy is clear, fair, and does not mislead consumers regarding their statutory rights.
Timeframe and Coverage
a) Our standard return window is 30 days from the date the customer receives the product, unless otherwise specified. This exceeds the minimum 14-day requirement under UK law for the cancellation of distance contracts, offering a more generous period to our customers.
b) After this 30-day period, we are typically unable to offer a refund or exchange unless pre-approved by our customer service team.
c) Any complaints regarding the product must be submitted within 30 days of receipt; beyond this period, no refund will be granted.
C. PRODUCTS EXCLUDED FROM THE SATISFACTION GUARANTEE FOR HYGIENE REASONS
Exclusion of Used Items
a) For obvious hygiene and public health reasons, any item that has been used, opened, or shows signs of use cannot be covered by our 30-day “satisfaction or your money back” guarantee.
b) In accordance with the Consumer Rights Act 2015, goods that are not fit for re-sale due to hygiene or safety concerns can be exempted from return.
c) Examples of such items include, but are not limited to, personal care products, items that come into direct contact with the skin, or any product that cannot be resold without potential health risks once opened or used.
D. INCORRECT INFORMATION PROVIDED BY THE CUSTOMER
Obligation to Provide Accurate Details
a) Customers are responsible for providing accurate information when placing an order, including shipping address, billing address, email address, and telephone number.
b) Under the relevant contract law principles in the UK (including general provisions of the Consumer Contracts Regulations), the buyer must ensure that all details are correct to finalise the contract of sale.
Consequences of Incorrect Details
a) If the customer provides incorrect details (e.g. a wrong address) and the parcel is delivered elsewhere or remains undelivered, we cannot be held liable, and the satisfaction guarantee will not apply.
b) We will not accept claims for misdelivery if the error is solely attributable to the customer.
E. RETURN OF ITEMS FOR REFUND
Return to Our Warehouse and Proof of Posting
a) To qualify for the 30-day satisfaction guarantee, any eligible item must be returned to our warehouse.
b) A return slip (or written confirmation from our customer service) and proof of postage (such as a tracking number or postal receipt) must be provided by the customer. Without these, we cannot process the refund.
c) This requirement is consistent with The Consumer Contracts Regulations 2013, which allow traders to require proof of dispatch or return before issuing refunds.
Condition of Returned Items
a) The item must be intact, unused (or in its original condition if being returned due to a defect), and in its original packaging.
b) Any item that is damaged or incomplete due to reasons not attributable to our company may be refused or partially refunded at our discretion.
F. LOST OR UNDELIVERED PACKAGES
Free Replacement of the Product
a) If a package is declared lost by the courier or is not delivered correctly for reasons beyond the customer’s control, we will send a replacement item at no additional cost.
b) The customer must complete a declaration stating that they have not received the original item. Falsification of such a declaration may lead to legal consequences under UK law (e.g. fraud or misrepresentation).
c) Any abuse or knowingly false claim may result in legal action.
G. MULTIPLE ORDERS AND PARTIAL REFUNDS
Partial Returns
a) If multiple items are purchased and the customer wishes to use the guarantee, only the unused and eligible items (see Section C) can be returned.
b) The refund will be calculated on a pro rata basis according to the number of items returned relative to the initial order quantity.
c) Partial acceptance of goods is allowed under general UK contract law principles, provided that the conditions for hygiene and re-sale are met.
d) In the event of partial dissatisfaction, the customer may return the remaining unused portion of the product to receive a partial refund.
H. BANK DISPUTES AND PUBLIC COMPLAINTS
Evidence to Financial Institutions or Social Media Platforms
a) In the event of a dispute with a payment provider (e.g. credit card issuer) or a public complaint on social media, if the above return conditions have not been met, we reserve the right to provide relevant evidence to the financial institution or social media platform.
b) Under the Consumer Credit Act 1974 (for credit card transactions) and other related regulations, we can supply documentation supporting our position in a billing dispute.
Unfounded or Misleading Statements
a) If a customer makes defamatory, malicious, or knowingly false claims about us, we reserve the right to seek legal redress under the Defamation Act 2013 or other applicable UK laws.
b) We encourage customers to contact us first to resolve any disagreements amicably.
I. OTHER RELEVANT PROVISIONS
Manufacturing Defects or Damage During Transit
a) For items with manufacturing defects or those damaged in transit, please contact info@uk-chinology.com as soon as possible. We may request photographic or video evidence to expedite a replacement or refund.
Non-Refundable Items
a) Products considered “perishable” (such as gift cards or vouchers) cannot be refunded.
b) Where a product is found to be faulty, we will provide the remedies mandated by the Consumer Rights Act 2015, which may include repair, replacement, or refund, depending on the circumstances.
Refund Timelines
a) Refunds are processed after the returned items have been received and inspected.
b) The timeline may vary, but if you have not received your refund within 14 days from our confirmation, please contact us at info@uk-chinology.com.
Governing Law and Statutory Rights
a) This policy is governed by English law (or the law applicable in your part of the UK), without prejudice to any mandatory consumer protection laws that may apply in your jurisdiction.
b) Nothing in this policy is intended to override or reduce your statutory consumer rights as provided by the Consumer Rights Act 2015.
J. MEDICAL EXEMPTION OR ALLERGY CLAUSE
Eligibility for Refund Due to Health Reasons
a) If a customer is unable to use the mask due to a documented medical condition or an allergy to the mask’s materials, the customer may be eligible for a refund, even if the mask shows minor signs of use.
b) The customer must provide documentation from a licensed healthcare provider verifying the condition or allergy, along with any other supporting information requested by our customer service.
c) Once eligibility is confirmed, the refund will be processed according to the procedures described in Section E.
d) If the customer experiences an irritation, a photo must be provided to qualify for a partial refund.