Refunds & Returns


Cancellation policy

How to cancel your order

Faulty and damaged items

Wrongly dispatched items


1- Cancellation policy

Under the Distance Selling Regulations you have a right to cancel your order within 7 working days of receiving your items. You may return your items within 28 days of the purchase date, however you will have to pay the cost of returning the items, unless the items have been approved to be faulty or the wrong item has been delivered, please see the relvant sections below.

If you cancel your order, Items must be returned with their original packaging in perfect condition and must be accompanied by the original delivery note. We recommend that you send items by recorded delivery. Please make sure that the items are securely packaged to avoid damage in transit.

Distance selling regulations require us to say that your money will be returned within 30 days of cancellation, however we aim to refund you in a much shorter time.  This will normally take 2 to 5 working days.

Refunds (excluding delivery charge) will be made to the card you originally used for the purchase. Please note that refunds take around 3 to 5 working days to be credited to card. Depending on the card issuer, it can take up to 20 days for your refund to appear on your statement.

Nothing in these conditions affects your statutory rights as a consumer.

 

2- How to cancel your order

To cancel your order contact our customer services via email customerservice@evolutionstores.co.uk or write to us as soon as possible within 7 days of receiving your items. You may prefer to ring us to discuss your cancellation which is fine, though we will require you to follow this up by email or post. Please remember to quote the order reference number and also provide us with your details. We will then reply with instrutions on how to return your items.

We would appreciate if you could provide us with a brief explanation to help us to improve the service we offer to customers in the future.

Items must be returned with their original packaging and must be accompanied by the original delivery note. We recommend that you send items by recorded delivery.  Please note for all cancellations, return postage or courier costs are at your own expense.

Our customer services will send you an e-mail to confirm the cancellation. We will also notify you by e-mail when we have processed your refund to your card.

Please note that refunds take around 3-5 working days to be credited to your payment card.

 

3- Faulty and damaged items

If the item is faulty or damaged we are happy to send you a refund in full (including the original postage charge) or replacement where available.

Please notify us within 7 days of receiving your order by email customerservice@evolutionstores.co.uk or in writing providing details of the problem. You may prefer to ring us to discuss your faulty or damaged items which is fine, though we will require you to follow this up by email or post. Please remember to quote the order reference number and also provide us with your details. Where possible please send us a photo of the damage to the item and packaging and please tell us whether you would like a replacement or refund.

Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

If you would like us to replace your item, please be aware that we can only replace it for the same product. You will receive a full refund if the item cannot be replaced; however if you wish to return the faulty item for a full refund please let us know.

You may return your purchase to us for a replacement or full refund within 14 days of the invoice date.  We will provide you with instructions on how to send the faulty item back to us.

Please return the item in their original packaging including the original delivery note.

Once we have received your returned item we will send you a confirmation email for your refund or replacement.

 

4-Wrongly dispatched items

Although we try our best to get your orders correct each time, if we have sent you the wrong item, please notify us within 7 days of receiving your order by email to customerservice@evolutionstores.co.uk or in writing. You may prefer to ring us to discuss the wrong items you have received which is fine, though we will require you to follow this up by email or post.

Please remember to quote the order reference number and please tell us whether would like us to resend you the correct item or receive a full refund.

You may return your purchase to us in perfect condition within 14 days of the invoice date. Items must be returned in their original packaging including the original delivery note. We will provide you with instructions on how to send the item/s back to us.

We cannot accept items for a refund or exchange if they are not in perfect condition. Please make sure that the items are securely packaged to avoid damage in transit.

We will resend the correct item to you as soon as possible. If you chose to get a full refund, we will refund your purchase onto the card you originally used for the purchase. Please note that refunds take around 3 to 5 working days to be credited to cards. Depending on the card issuer, it can take up to 20 days for your refund to appear on your statement.

If any of this is not clear or you would like more information about Refunds & Returns, please don't hesitate to email us at customerservice@evolutionstores.co.uk or phone us on 01223 868555.

Thanks

The Evolution Stores Team