Cancelling your order with us
In addition to our goodwill policy regarding returns, as a consumer you have a legal right to cancel a contract with us under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 ("CCR") during a specific time period without giving any reason. Your right to cancel a contract begins when you (or a third party nominated by you) acquires physical possession of the good and ends 14 calendar days after the day you receive the products.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. email or letter from the details provided in the Contact Us section of this website) during the time period specified above.
You may download and use the attached model cancellation form to notify us but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery to you (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
For the avoidance of doubt, if you only cancel the contract in respect of some but not all of the products in an order you will not be entitled to a refund of the delivery charge as our delivery charges are charged at a flat rate per order and not by weight.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than:
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Return of cancelled goods
You shall send back the goods or hand them over to us at our Returns address (Turtle Mat c/o Ingram) without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
All products are returned at your own risk. Please make sure that you get a 'proof of posting' certificate from your Post Office when posting them.
Please note, nothing in these terms and conditions affects your legal rights as a consumer (as 'consumer' is defined at clause 3(c) above) in respect of products which are faulty or not as described. Advice about your legal rights is available from the Citizens' Advice Bureau or Trading Standards.