Return and Refund Policy
Welcome to Consca! At Consca, we prioritize your satisfaction and aim to provide a seamless shopping experience. This Return and Refund Policy outlines your rights and procedures for returning products and obtaining refunds. It is designed to comply with the Consumer Contracts Regulations (UK) and other applicable UK laws. Please read this policy carefully to understand our practices and your rights.
Return Eligibility
General Return Conditions
To be eligible for a return, the following criteria must be met:
• Timeframe: Returns must be initiated within 14 days from the date you receive the product. For orders containing multiple items, the 14-day period starts from the day you receive the last item.
• Condition: The item must be in its original, unused condition. It should be returned with all packaging, labels, and accessories included. Items should be returned in a resalable condition.
• Proof of Purchase: A valid proof of purchase is required. This includes the order number, receipt, or invoice.
• Exceptions: Certain items are non-returnable under UK law, including:
- Digital products or downloadable content.
- Custom-made or personalized items.
- Perishable goods (e.g., food, flowers).
- Health and hygiene products, once unsealed.
Special Circumstances
• Faulty or Defective Items: If the item is faulty, defective, or not as described, you are entitled to a full refund or replacement. Please contact us within 30 days of receiving the item for such issues.
• Incorrect Items: If you receive an incorrect item, please contact us immediately with your order details. We will arrange for the correct item to be sent to you or offer a refund.
How to Initiate a Return
Contact Us
To initiate a return:
1. Reach Out: Contact our customer service team by email at [contact email] or call [contact number]. Provide your order number, the reason for the return, and any relevant photos if applicable.
2. Return Authorization: Our team will issue a Return Authorization Number (RAN) and provide detailed instructions on how to return the item. This ensures that we can process your return efficiently.
Prepare the Package
• Packaging: Repackage the item in its original packaging. Ensure that all original labels, accessories, and manuals are included.
• Documentation: Include the RAN with the returned item. If you have the original packing slip, it should be included as well.
Return Shipping
Costs
• Customer Responsibility: Return shipping costs are generally the customer’s responsibility unless the return is due to a faulty or incorrect item.
• Prepaid Labels: In cases of faulty or incorrect items, Consca may provide a prepaid shipping label. Contact our customer service team to request this.
Shipping Instructions
• Trackable Service: We recommend using a trackable shipping service or purchasing shipping insurance for items valued over £50, as we cannot guarantee receipt of the returned item.
• Address: Return shipments should be sent to [return address]. Please ensure that the package is properly labeled and includes all necessary documentation.
Refunds
Processing Time
• Inspection: Upon receiving your return, we will inspect the item to ensure it meets our return criteria.
• Refund Issuance: Refunds will be processed within 14 days of receiving the returned item. If there are delays, we will notify you.
Method
• Original Payment Method: Refunds will be issued to the original payment method used for the purchase. This may take additional time depending on your payment provider.
• Partial Refunds: If the item is not returned in its original condition, or if it is returned without original packaging, a partial refund may be issued based on the item's condition.
Charges
• Restocking Fees: A restocking fee may apply for items returned due to reasons other than defects or errors. This fee will be disclosed at the time of return authorization.
Exchanges
Procedure
• Initiate Return: To exchange an item, initiate a return following the procedures outlined above.
• Specify Exchange: Indicate the item you wish to receive in exchange. If the requested item is not available, we will issue a refund.
Availability
• Stock Levels: Exchanges are subject to product availability. If the replacement item is out of stock, you will be offered a refund or an alternative product.
Damaged or Incorrect Items
Reporting
• Notification: If you receive a damaged or incorrect item, report it to us within 48 hours of delivery.
• Evidence: Provide clear photos of the damaged or incorrect item along with your order number.
Resolution
• Replacement: We will arrange for a replacement item at no additional cost.
• Refund: If a replacement is not feasible, we will issue a full refund, including return shipping costs.
Consumer Rights
Cancellation Rights
• Legal Right to Cancel: Under the Consumer Contracts Regulations (UK), you have the right to cancel your order and return the item within 14 days of receipt without providing a reason.
• Notification: Notify us of your decision to cancel by email or telephone. You will receive instructions on how to return the item.
Statutory Rights
• No Impact: This policy does not affect your statutory rights, including those related to faulty or misrepresented goods.
Contact Information
For any questions or concerns about our Return and Refund Policy, please contact us:
• Email: info@consca.world
• Phone: +447534256469
• Address: 207, 3rd Floor, Regent Street, London, LONDON W1B 3HH, United Kingdom
Policy Updates
Amendments
• Changes: Consca reserves the right to update or amend this Return and Refund Policy at any time. Changes will be posted on this page.
• Effective Date: Any updates will be effective immediately upon posting.
Notifications
• Customer Information: We will notify you of significant changes to the policy via email or through our website.
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