1. Exchanges and Returns Policy
1.1 We hope you are completely happy with your Product but if you are not there is no need to worry. We will be pleased to exchange or have a Product returned to us at our discretion.
1.2 If what you have bought is faulty, misdescribed, the wrong order or you have simply changed your mind you may have a legal right to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services on +44 (0) 121 354 6543 or email us at help@SpecialKids.Company. Please provide your name, home address, details of the order and, where available, your phone number and email address.
(b) Return the Product in its ORIGINAL CONDITION & PACKAGING via Royal Mail to SpecialKids.Company, Concorde House, Union Drive, Sutton Coldfield, West Midlands, B73 5TE together with proof of purchase and be sure to obtain proof of postage via the Royal Mail. You must also include either the returns form or a note stating your contact and order details and whether you are wanting a refund or an exchange. If this is not included, it could result in a delay.
(c) In all circumstances including where you are exercising your right to change your mind you must pay the costs of return.
(d) Please note that we are not responsible for any delays in the Product being returned to us.
(e) Returns from overseas customers must be made via a registered trackable service with proof of postage.
(f) Please note that refunds may take up to 7 days to be refunded into the system and a further 3-5 days to appear on your bank statement.
1.3 If you have just changed your mind about the Product you may be able to get a refund if you contact us within 14 days of placement of your order. You will have to pay the costs of return to us.
1.4 We will not accept returns or exchanges of the Product where it is purchased directly via one of our stockists. In these cases please see the individual stockist's policy on return and exchange.
1.5 Your legal rights under the Consumer Contracts Regulations are set under the Right Under the Consumer Contracts Regulations 2013 where a 14-day period to change your mind applies and the consumer pays the cost associated with its return.
1.6 We reserve the right on a case-by-case basis to refuse the return and refund of the goods at our discretion. You do not have the right to change your mind, exchange or return Products where they have been worn or soiled and each returned Product will be inspected on an individual basis. Returns should be in the original state, unused and in the original packaging.
1.7 We will refund you the price you paid for the Products by the method you used for payment. However, we may make deductions from the price. Deductions from refunds will be made on the price you paid for the Product to reflect any reduction in the value of the Product if this has been caused by your handling of the Product or the value of the Product has been reduced, including damage to the original packaging.
1.8 We may end the contract for a Product at any time by contacting you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products;
(c) you do not, within a reasonable time, allow us to deliver the Products to you or collect them from us;
1.9 We reserve the right to withdraw the Product. We may write to you to let you know that we are going to stop providing the Product. We will let you know at least 7 days in advance of our stopping the supply of the Product and will refund any sums you have paid in advance for Products which will not be provided and or suggest replacements