Refund policy

 Return of Goods

Upon receiving notice of your cancellation, we will contact you and provide details of where you must return the Goods and other relevant instructions. You must then return the Goods to us without delay and at the latest within 14 days of notifying us of your cancellation.

You must return the Goods at your own risk and at your own cost unless we offer to pay the cost of return. We may offer to collect the Goods from you and charge you for the cost of collecting the Goods. If we offer to collect the Goods, we will contact you to ascertain whether you agree to us collecting the Goods, whether you agree to pay the costs of collection if we are charging you for collection, and if so, to make arrangements for collection. If you agree to pay the costs of collection, we may deduct this from any sum we owe you.

If the value of the Goods is reduced as a result of your handling of them beyond what is necessary to determine the nature, characteristics or functioning of the Goods, we will be entitled to claim this reduction in value from you and to deduct it from any money which you have paid us.

Refunds on cancellation

So long as you are entitled to cancel and have complied with your obligations under clauses 2 and 11.3, we will refund you the balance of the price you paid to us after deducting:

any reduction in the value of the Goods in accordance with clause 3.3; and

any cost to us of collecting the Goods (if applicable).

If the Contract is for the supply of goods only, or for goods and services with the main purpose being the supply of goods, unless we have agreed to collect the Goods from you, we will refund you the sum in clause 4.1 within 14 days after the earlier of:

the day on which we receive the Goods back from you, or

the day on which you supply evidence to us that you have sent the Goods back to us.

If the Contract is for the supply of goods only, or for goods and services with the main purpose being the supply of goods and we have agreed to collect the Goods from you, we will refund you the sum in clause 4.1 within 14 days of our receipt of your cancellation notice.

We will refund you the sum in clause 4.1 using the same method of payment used by you, unless you agree to a refund by a different method of payment.

 

Exception to the right to cancel

You will not have a right to cancel in the following situations:

  • The Contract is for goods which are bespoke or have been personalised or which may deteriorate (such as food).
  • The Contract is for goods and/or services the price of which is dependent on fluctuations in the financial market which cannot be controlled by us.
  • The Contract is for the supply of alcoholic beverages where their value is dependent on fluctuations in the market which cannot be controlled by us, we have agreed the price and we can only deliver after 30 days.
  • The Contract is for the sale of land or financial services.
  • The Contract is for rental of accommodation for residential purposes.
  • The Contract is for construction or conversion of buildings.
  • The Contract is for accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities where there is a specific date or period for performance.
  • The Contract is for the supply of sealed audio or video recordings and computer software and they have become unsealed after delivery.
  • The Contract is for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and they have become unsealed after delivery.
  • The Contract is for the supply of newspapers, magazines and other periodicals, except for subscription contracts.
  • The Contract is for the supply of goods which have become mixed inseparably with other items after delivery.
  • Complaints

If you have a comment, concern or complaint about any Goods you have purchased from us, please contact us by telephone on 01702680645, by email at info@stecommerceltd.org or by post at Kemp House, 152 - 160 City Road, 152-160 City Road, London, Capital, EC1V 2NX.

  • Liability and indemnity
    • We have a duty to supply Goods to you that conform to the Contract including a duty to ensure that
      • the Goods are as described in the contract
      • the Goods correspond to any samples we have sent you
      • the Goods are fit for any purpose you specifically told us they were required for, and are not faulty
    • We cannot exclude our liability for a failure to comply with these duties mentioned in this sub-clause. Nothing in these Conditions affects your legal rights if these duties are not complied with. You can obtain advice about your legal rights from Citizens Advice if you need to.
    • We cannot exclude or limit our responsibility to you for:
      • Death or personal injury resulting from our negligence or the negligence of our employees
      • Fraud or fraudulent misrepresentation
      • A claim for a defective product against us if we do not give you the name of the person who supplied the product to us within a reasonable time of your request for us to do so.
    • We are responsible for foreseeable loss or damage which you suffer as a result of a breach by us of the Contract or as a result of our failure to act with reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We are not responsible for unforeseeable losses.
    • You are purchasing the Goods as a consumer. If you purchase the Goods for any business purpose including for re-sale, we will not be liable for any business losses, loss of profits, loss of contracts, loss of business opportunities, loss of management time, loss of business data or losses due to interruption of your business.
    • We will not be responsible for any delay in delivering the Goods if
      • we have asked you to provide specified information that is necessary for delivering the Goods and
      • you have failed to provide complete and accurate information or you have provided such information later than the date we have asked you to supply it by.
    • We will not accept liability for any damage caused by pre-existing defects in any fittings, walls, pipes, wiring, gas installations in your premises or to any goods to which we connect or install or attach the Goods unless we have been negligent in not realising that such damage may occur or in the way we did the work.
    •  
  • Our rights of termination

We reserve the right to terminate the Contract by writing to you if you fail to make any payment to us when due and you still do not make payment within 14 days of us reminding you that payment is due.

  • Events outside our control
    • Except for our obligations under this clause, we shall not be responsible for delays or failures in delivery or performance of our obligations to you resulting from any act, event, omission, failure or accident outside our reasonable control ('Event Outside Our Control').
    • We will take all reasonable steps to minimise a delay in performing our obligations to you which arises from an Event Outside Our Control.
    • We will promptly notify you of any Event Outside Our Control which prevents us from or delays us in performing our obligations to you, giving details of it and (where possible) the extent and likely duration of any delay.
    • Our performance will be deemed to be suspended for the period that the Event Outside Our Control continues.
    • You may end the Contract after we have notified you of an Event Outside Our Control and we will then refund you any money you have paid to us under the Contract for the Goods which we have been unable to deliver to you.