According to The Consumer Rights Act 2015, you 'the consumer' are entitled to a refund, replacement or repair as adequate if the item is deemed to be faulty at the point of sale or not as described.
In addition, The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 affords additional rights to the consumer for distance selling which allows for 14 days from delivery of the item for cancellation for any reason. We just ask that the item is returned in the condition it was received in.
If you change your mind but the product has already been dispatched, we would require you to post back the item at the buyer's expense.
III. Damage during transit
What happens if my equipment is delivered damaged?
We require sufficient evidence of the damage incurred during shipment. Please email sufficient evidence together with your name to firstname.lastname@example.org
We define 'sufficient evidence' as:
- Written note from the courier of the damage; or
- Photographic evidence of the outer packaging with shipping label clearly in view; and
- Photographic/videographic evidence of the damage in question, cosmetic or otherwise
You may now use the following link to request a return:
On acceptance of a return, a prepaid return label and RMA (Return Merchandise Authorisation) number will be dispensed to you for the shipment to be returned. The RMA number will be instructed to be placed inside the parcel with the returned product. For example, you can write this number on a spare piece of paper, or print the returns email. The RMA number will speed up the returns process, but is not necessary for a claim. If a return is accepted with your own method of postage, please ensure this is disclosed to us otherwise the returned item cannot be tagged to your account.
We hold the right to deduct a portion of the sale amount if the product is returned to us in an 'unsaleable condition'.
We define 'unsaleable condition' as follows
- Missing items, for example instructions, warranty cards, tie wraps for cables, protective sticker removal.
- Cosmetic damage to the item or its packaging
- Functional damage to the item
It is the responsibility of the return sender to protect the item with adequate packaging to avoid damage during transit.
V. Refund timeline
Cancellation - Within 24 hours
Return - Within 48 hours on successful delivery of return
Item not delivered - 7 working days after last estimated delivery date
VI. Responsibility for return postage
The seller 'Sigma Coffee UK' will be responsible for the expense of a return postage label in all circumstances except where the following apply:
- You cancelled an order after dispatch because you changed your mind
- You cancelled an order after dispatch because you accidentally purchased the item
- You want to return an item because you did not like the item; for example where you have not opened the item and want to return it
We will define 'Pre-order' very clearly by visual description of the 'buy-button' being labeled as 'Pre-order'. The item description will also clearly annotate the intention of the sale being a 'Pre-order'. Ordering an item with this label puts you in a 'pre-order period'.
The terms of the pre-order will be clearly written on the product description page with an estimated shipping date. This shipping date is not binding however is a reasonable best estimate and is subject to our risk exposure to the supply chain which includes, but is not limited to; import inspection, product inspection, courier delay and loss of product in transit.
We define the 'Pre-order' period as the time bracket starting at payment for the product and ending on our actual dispatch date. Since our actual dispatch date is dynamic, you will be in the 'pre-order' period until the product is dispatched from our fulfilment centre and a confirmation email sent.
Your rights during the 'pre-order' period.
- You are entitled to free cancellation complete with full refund at any point during the pre-order period.
The cessation of the 'pre-order' period will be clearly communicated either by implication with a dispatch email, or by direct communication clearly stating your pre-order has been dispatched.