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Refund/Cancellation Policy

Effective Date: 25th April 2025

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At A Touch of Joules CIC, we are committed to delivering high-quality products and services that support wellbeing, creativity, and community engagement. We understand that clarity around refunds and cancellations is essential for maintaining trust and transparency with our customers. This policy outlines our approach to refunds and cancellations in accordance with UK consumer protection laws.

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1. General Policy

We take great care to ensure that all our products meet high standards of quality and craftsmanship. As a small community interest company, we operate with limited resources, and therefore, we do not accept refunds for items unless they are proven to be defective.

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2. Refunds for Defective Items

If you receive an item that is defective or not as described, you are entitled to a refund or replacement, in line with the Consumer Rights Act 2015.

To qualify for a refund or replacement:

  • Notification Period: You must contact us within 5 days of receiving your item.

  • Proof of Defect: Provide clear photographic evidence of the defect.

  • Return of Item: The item must be returned in its original condition, unless otherwise agreed upon.

Upon verification of the defect, we will offer you the choice of:

  • A full refund, processed via your original payment method.

  • A replacement item, subject to availability.

Please note that this policy does not cover damage resulting from misuse, accidents, or normal wear and tear.

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3. Non-Refundable Items

We do not offer refunds or exchanges for items that are:

  • Personalised or custom-made, unless they are defective.

  • Perishable, such as food items or plants.

  • Digital downloads, once the download has commenced.

This is in accordance with the Consumer Contracts Regulations 2013.

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4. Cancellations

Once an order has been placed, it cannot be cancelled. We begin processing orders immediately to ensure timely delivery. If you have any concerns about your order, please contact us as soon as possible at hello@atouchofjoules.org.

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5. Statutory Rights

This policy does not affect your statutory rights under UK consumer law. For more information on your rights, please visit the UK Government's consumer rights website: https://www.gov.uk/consumer-protection-rights

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6. Contact Us

If you have any questions or concerns regarding this policy, please reach out to us:

Email: hello@atouchofjoules.org

We are here to assist you and ensure your experience with A Touch of Joules CIC is positive and fulfilling.

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