Return Refund and Cancellation Policy
Our Cancellation Policy comes under the terms of a Code of Practice covered and detailed by a European Directive on Distance Selling which is incorporated into UK law by the Consumer Protection (Distance Sellling) Regulations 2000.
This regulation gives you, the consumer, the right to cancel your order within seven working days. The seven days begins from the date you receive your order.
The cancellation can be e-mailed to kelly@actionduchenne.org by fax to 02085562473 or by post to:
Action Duchenne
Epicentre
41 West Street
Leytonstone
London E11 4LJ
To be entitled to cancel the order the item must be un-used and in a re-saleable condition i.e. all packing, accessories etc and must be returned at your expense. We would advise you to insure the item(s), as the cost of any lost or missing items in transit will need to be met by yourself.
We reserve the right not to refund the full amount to your credit card on the return of the item(s) should it be judged that the item(s) are not in a re-saleable condition, item(s) have been used, the packaging is not the original packaging or part of the packaging is damaged or missing or the item(s) are damaged.
Should you wish to cancel an order once the item has left our premises, but has yet to arrive with yourself, and providing it is within the delivery schedule period, then we can arrange this but we reserve the right to charge for the 'aborted' delivery. This amount would be dependent on the item and the amount we get charged by the carrier(s).
All monies entitled to be refunded will be credited once the item(s) has been received by ourselves.
If you are returning an item because of an error on our part or because it is defective, we will be happy to refund the delivery charges incurred in sending the item to you. Otherwise you will be responsible for those charges and the costs of any other services provided to you in connection with your purchase, for example packaging.
For further guidance on this subject you may wish to browse through the following web sites:
Citizens Advice: www.adviceguide.org.uk
DTI Consumer Gateway: www.consumer.gov.uk
Office of Fair Trading: www.oft.gov.uk
Trading Standards: www.tradingstandards.gov.uk
How long does it take?
Items ordered before 2.00 pm on any business day (Monday - Friday) excluding Bank Holidays should be delivered within three working days (excluding Saturday), anytime up to 5.30pm. (assuming that the item is in stock). We do not guarantee this; however every effort is made by ourselves to achieve this goal
Orders taken on Friday (after 2.00pm), Saturday or Sunday will normally be dispatched on Monday (excluding Bank Holidays). Orders taken on Friday before 2.00 pm will normally be dispatched on the following Monday.
However, Action Duchenne relies upon the postal services, and whilst we endeavour to ‘keep to our word’ there are unfortunately a few occasions when the post fail to perform the service that they are required to. This happens usually due to strike action or problems with sorting offices, but because it does occur, albeit occasionally, we cannot be held responsible for the late delivery of an item. For the avoidance of doubt Action Duchenne will not refund the standard delivery charge if the post has failed to deliver the item(s) on the anticipated delivery date.