1. Return & Refund

1.1 The Customer may cancel the Contract and receive a refund, if the Customer notifies the Supplier as set out in clause 1.3 within 14 days of receipt of the Supplier’s email acknowledging and accepting receipt of the Customer’s Order.

1.2 However, this cancellation right does not apply in the case of: (a) Non-stock Goods

1.3 To cancel the Contract, the Customer must contact the Supplier’s Retail Department via email to sales@vine-works.com or by telephone on 01273 891777. Any email must include details of the Order. If notice to cancel is sent by email, cancellation is effective from the date of the email. Notice will be given in time as long as the email is received before midnight on that day.

1.4 If Goods are returned within a period of 12 months after Delivery under this clause 1 because they are found to be faulty by the Supplier, the Supplier will arrange for the Goods to be collected from the address to which they were delivered (the cost of which will be covered by the Supplier) and [replace or repair the Goods free of charge]. The Customer must notify the Supplier in writing of the suspected faulty Goods in particular specifying the date of purchase, the Order number, the Goods in question, the fault claimed and any supporting photographic evidence. The Supplier must be notified of any fault within seven days of Delivery or within seven days of discovery of the fault (if such fault could not have been reasonably discovered upon inspection at the time of Delivery).

1.5 Clause 1.4 does not apply to any fault arising from:
(a) Fair wear and tear;
(b) Wilful damage, abnormal storage or working conditions, accident or negligence by the Customer (including the Customer’s employees, agents, consultants and subcontractors);
(c) Failure to use or operate the Goods in accordance with any associated instruction for use; and
(d) Any alteration or repair carried out on the Goods or any part thereof by the Customer or a third party who is not an authorised repairer. Under no circumstances will open or broken Goods or packages or those in neglected or unsaleable condition be accepted for return.

1.6 If Goods have been delivered prior to the cancellation of the Order by the Customer, the Customer must return the Goods without undue delay and in any event not later than 14 days after the day of cancellation. The Goods must be unused, in a saleable condition, complete with their original packaging and any promotional items associated with the purchase. The Supplier reserves the right to impose a handling charge of 20% on the price of the returned goods. A minimum charge of £20.00 applies for all returns.

1.7 The Supplier will not accept returns of Goods unless prior authorisation has been obtained and a returns number issued. The returns number must be clearly identified on both the outer packaging of the Goods returned and on any internal paperwork. The cost of return is to be borne by the Customer and the Customer must retain proof of postage.