This Returns & Refunds Policy applies to purchases made from Terrace Cartel Ltd through www.terracecartel.com.
We want our returns process to be clear and straightforward. This policy explains your rights when returning products, cancelling an order or requesting a refund.
Nothing in this policy is intended to limit or exclude any statutory rights you have under applicable UK consumer law.
1. CHANGE-OF-MIND RETURNS
If you are a UK consumer purchasing eligible goods online, you generally have the right to change your mind and cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For eligible products, you have 14 days from the day you receive your goods to tell us that you wish to cancel your order.
After notifying us that you wish to cancel, you then have a further 14 days to return the goods to us.
To notify us that you wish to cancel or return an order, please contact:
Please include your name, order number and details of the item(s) you wish to return.
The change-of-mind cancellation rights described above do not generally apply to products that are made to your specifications or clearly personalised. Please see Section 6 for our Custom-Made, Personalised & Printed Products policy.
2. CONDITION OF RETURNED ITEMS
You are entitled to inspect goods in the same way that you reasonably would in a physical shop.
Returned products should be sent back in their original condition where reasonably possible, including any original packaging, labels and tags.
You are responsible for taking reasonable care of products while they are in your possession.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from your refund to reflect any reduction in the value of the item.
3. RETURN POSTAGE
Unless an item is faulty, damaged, incorrect, not as described, or we have agreed otherwise, you are responsible for the cost of returning unwanted goods to Terrace Cartel Ltd.
We recommend using a tracked or appropriately insured postal service and retaining your proof of postage until your return and refund have been completed.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can provide appropriate instructions.
4. REFUNDS
When you validly exercise your right to cancel an eligible order, we will refund the amount due to you in accordance with applicable UK consumer law.
This will normally include the price paid for the returned goods and, where applicable, the cost of our standard delivery option for the cancelled order.
If you selected a more expensive delivery method than our standard delivery service, we are not required to refund the additional delivery cost above the price of our standard delivery option.
We may withhold your refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
We will process refunds within the timescales required by applicable UK consumer law.
Please note that your bank, card issuer or payment provider may require additional time to make the refunded funds available after we have processed your refund.
5. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED ITEMS
Your statutory rights are not affected by this policy.
Products supplied by Terrace Cartel Ltd must meet the standards required by applicable UK consumer law, including the Consumer Rights Act 2015.
Goods must, where applicable, be:
- Of satisfactory quality
- Fit for purpose
- As described
If you believe an item is faulty, damaged, incorrect or not as described, please contact us as soon as possible at:
Please provide your order number and details of the problem.
We may ask you to provide photographs or other reasonable information to help us understand and resolve the issue.
Where you have a statutory right to reject, repair, replacement, refund or another remedy, we will deal with your request in accordance with applicable UK consumer law.
Nothing in this policy limits your statutory rights relating to faulty, damaged, incorrect or misdescribed goods.
6. CUSTOM-MADE, PERSONALISED & PRINTED PRODUCTS
Certain Terrace Cartel products may be custom-made, personalised or printed specifically to your requirements.
Where a product is made to your specifications or is clearly personalised, the normal statutory right to cancel an online purchase because you have changed your mind does not generally apply.
FINAL PROOF APPROVAL
For custom-made, personalised or printed products, Terrace Cartel will provide you with a final proof for approval before the product is produced and/or dispatched, where applicable.
It is your responsibility to carefully check the final proof before approving it.
You must check all information shown on the proof, including where applicable:
- Names
- Wording
- Spelling
- Numbers
- Dates
- Colours
- Sizes
- Positioning
- Personalisation details
- Other information or instructions supplied by you
By approving the final proof, you confirm that you have checked the information and design shown and that Terrace Cartel may proceed with producing your order.
CUSTOMER-APPROVED SPELLING OR WORDING ERRORS
Please check your proof carefully.
Terrace Cartel cannot accept a return, cancellation or refund solely because of a spelling mistake, wording error, incorrect name, incorrect number or other customer-supplied information where that information was clearly shown on the final proof and you approved the proof before production.
Once a proof has been approved and production has started, changes may no longer be possible.
If you notice an error after approving your proof, please contact us immediately. We will try to help where reasonably possible, but we cannot guarantee that production can be stopped or changed.
ERRORS MADE BY TERRACE CARTEL
If the finished product is materially different from the final proof you approved due to an error made by Terrace Cartel, please contact us at info@terracecartel.com.
We may ask for photographs showing the issue.
Where the mistake was made by us, or the product is faulty, damaged, not as described or otherwise does not conform to the contract, we will deal with the issue in accordance with your statutory rights.
NO CHANGE-OF-MIND RETURNS
Custom-made, personalised and printed products made specifically to your requirements cannot generally be returned or refunded simply because you have changed your mind after approving the final proof.
This does not affect your statutory rights where the product is faulty, damaged, not as described, does not match the approved proof due to our error, or otherwise does not conform to the contract.
7. EXCHANGES
We are not required to offer exchanges for unwanted products.
If you have ordered the wrong size or would prefer a different eligible product, please contact us at:
Where appropriate, you may need to return the original eligible item for a refund and place a new order.
Custom-made, personalised or printed products are subject to the restrictions in Section 6.
Your statutory rights remain unaffected.
8. CANCELLING AN ORDER BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will make reasonable efforts to stop the order before dispatch. However, orders may be processed quickly and we cannot guarantee that cancellation will be possible once processing has begun.
For custom-made, personalised or printed products, once you have approved your final proof and production has begun, cancellation may no longer be possible because the product is being made specifically to your requirements.
This does not affect any statutory rights that cannot legally be excluded.
9. HOW TO START A RETURN
Before returning an item, please contact us at:
Please provide:
- Your full name
- Your order number
- The item(s) you wish to return
- The reason for the return
- Details of any fault, damage or incorrect item, where applicable
For faulty, damaged or incorrectly produced products, we may ask you to provide photographs.
We will then provide the appropriate return instructions.
Please contact us before sending your return so that we can ensure it is handled correctly.
10. PROOF OF PURCHASE
We may require reasonable proof of purchase before processing a return, refund or claim.
Your Terrace Cartel order number, order confirmation or other appropriate evidence of purchase will normally be sufficient.
11. DELIVERY DAMAGE
If your order arrives damaged, please contact us as soon as reasonably possible at:
Please include your order number and, where possible, photographs showing the damaged product and packaging.
This will help us investigate the issue and arrange an appropriate remedy.
12. REFUNDS TO PAYMENT METHODS
Approved refunds will normally be returned to the original payment method used when placing the order.
Depending on the payment option selected at checkout, your payment may have been processed through services such as WooPayments, Stripe, Klarna or Clearpay.
Where you used a buy-now-pay-later or instalment payment provider, any refund may also be subject to that provider’s processing procedures and the status of your payment plan.
Terrace Cartel will process the refund owed by us in accordance with applicable law, but we cannot control the additional processing time taken by your bank or payment provider.
13. YOUR STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy is intended to restrict, exclude or replace your statutory rights.
Your rights may include rights under the:
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
and
Consumer Rights Act 2015
Where there is any conflict between this policy and a statutory consumer right that cannot legally be excluded or restricted, your statutory rights will apply.
14. CONTACT US
For returns, refunds, cancellations or questions regarding this policy, please contact:
Terrace Cartel Ltd
Website: www.terracecartel.com
Email: info@terracecartel.com
