Cancellation of Orders and Returns Policies
Prior to dispatch
You may cancel you order at any time prior to your order being dispatched by using our contact us page.
Please ensure that you quote your name, address and order reference.
After Receipt of goods by customer
In line with distance selling regulation (non face to face contact selling) we provide you with
a "cooling off period" of seven working days (7) starting from the day after you receive the
goods.
You will receive a full refund for the full value of the goods purchased in accordance with our
returns policy conditions listed below , your statutory legal rights remain unaffected.
Should you wish to cancel your order you must inform us in writing within the 7 working day
period beginning the day after you received your order by emailing us at sales@therapythehub.co.uk.
Please ensure that you quote your name, address and order reference.
You must return the goods to us immediately (within fourteen working days (14) starting from the
day after you received the goods), at your own cost and risk and in the condition you received
the good in. You are legally obliged to take care of the goods whilst they are in your possession.
If you fail to do so, you may be liable for a claim against you from us for compensation.
Please be aware that you cannot return CD or DVD products supplied by us unless they are faulty
In which instance an identical replacement will be supplied, as opposed to a credit.
In addition we are unable to accept back any items you have opened up, where the packaging or
the security seal has been broken.
All Styli and Head Shells are checked prior to dispatch should you find fault with one we have supplied
to you we will send it to the manufacturer for testing to establish if the fault has been cause by neglect or abuse
before a replacement or credit is sent. Due to the consumable nature of the Styli and Head Shell we are unable
to accept back any non defective items.
Refunds Policy
Refunds on goods returned under the cooling off period policy
If you cancel your purchase within the 7 day cooling off period detailed in our Cancellation of
Orders and Returns Policies section, we will process, once we have received the goods back from
you, the refund due to you as soon as possible, and within 30 days from the day you gave notice
of cancellation. In this situation we will refund the full cost of the item, you will however be
responsible for the initial cost of sending and returning the goods.You may also be liable to pay us
compensation for any wear and tear or damage to the goods which may have occurred during
the time you were responsible for the goods this will be established when we examine the
returned goods.
Refunds on Damaged or Defective items
If you feel that you have received goods which are damaged or defective,please contact us
immediately by either writing to the address on your receipt or by using our contact us page,
we will then contact you to discuss the matter. Once we have
responded and agreed to your request to return the goods you must return the goods to us
immediately (within fourteen working days (14) starting from the day after you received the
goods).Once the damaged or defective goods have been returned to us we will examine them to
establish if the goods are damaged or defective and that they are not damaged or defective due
to neglect or malicious actions of the customer (you). As soon as we have examined the goods we
will notify you of our findings. If we establish that the goods are damaged or defective but not
through the neglect or malicious actions of the customer (you) then we will supply a replacement
item if one is available. Should no replacement be available we will refund the full cost of the
item, the initial delivery to you and the cost incurred to you in returning the item to us.You
must however return the goods to us in the same condition that you received them. If a replacement
item is available we will pay the cost of delivery to you and the cost incurred to you when you returned
the damaged or defective goods.
Refunds on Items Incorrectly Delivered
Our mistake, If goods are not delivered due to an error on our part we will refund your order,
or send the goods again without any extra charge depending on your wishes. Please be aware when
you place your order that the address you give at the time of ordering will be the address the goods
will be dispatched to, if this address given to us by you is incorrect we will not refund any postage charges.
If you receive items in your order that you have not ordered, we will refund you for the items you didn't order
and also for the cost of the outgoing postage on those individual items once you have returned them to us.
You are legally obliged to take care of the goods whilst they are in your possession. If you fail to do so,
you may be liable for a claim against you from us for compensation should they be damaged or defective
when they are returned to us.
Your mistake, If you do not receive your items because you gave us incorrect information, or
because the post office could not deliver the package because there was no one available to receive
it and/or no one came to collect it from the sorting office, you will only be refunded for the items not the
delivery costs. We can resend your parcel put you will have to pay for additional postage.
We will usually process any refund due to you as soon as possible, and within 30 days from the
day we confirm to you via email that you are entitled to a refund. Refunds will normally be
refunded using the same method you paid for the goods.
