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Returns & refunds

Template wording for a store that is not trading yet. Have it reviewed, and fill in the placeholder addresses, before launch.

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days, starting the day after you receive the goods. Faulty items are covered separately by the Consumer Rights Act 2015 (see below).

The seller is ACSUPPLYCO LTD, trading as Puddle Hound: a company registered in England and Wales, company no. 17086875, registered office PLACEHOLDER registered office address (to be supplied).

How to cancel

  1. Tell us within 14 days of delivery: email [email protected] with your order number and the items you are returning. A clear statement is enough; you can also use the model form below.
  2. Send the items back within 14 days of telling us, to:
    PLACEHOLDER UK returns address (to be supplied)
  3. Keep proof of postage until your refund arrives.

Your refund

  • We refund the price of the items and the original standard delivery cost (if you paid for a faster service, we refund the standard rate).
  • We refund within 14 days of receiving the items back, or of you showing proof you sent them, whichever is sooner.
  • Refunds go back to the card you paid with. There is no fee.
  • You pay the cost of returning items you have changed your mind about.
  • You may handle items as you would in a shop to check them. If they are returned used beyond that, we may reduce the refund to reflect the loss in value.

Faulty or not as described

If an item is faulty, damaged or not as described, you can reject it for a full refund within 30 days of delivery, and we pay the return postage. After 30 days you are entitled to a repair or replacement, or a refund if that is not possible. Email us with your order number and a photo.

Model cancellation form

Copy this into an email to [email protected] if you like (you do not have to use it):

To ACSUPPLYCO LTD (Puddle Hound), PLACEHOLDER UK returns address (to be supplied), [email protected]:

I hereby give notice that I cancel my contract for the sale of the following goods: [items]. Ordered on [date] / received on [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].