Returns, Refunds, and Cancellation Policy

Company Information: handscentshop, 17 Jaxons Court, Wigan WN1 1LR, United Kingdom

This policy outlines the terms and conditions for returns, refunds, and cancellations related to the services and products provided by handscentshop, in accordance with UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Your Statutory Rights

This policy does not affect your statutory rights as a consumer under UK law. You have the right to receive services that are:

• Performed with reasonable care and skill
• Completed within a reasonable time
• Provided at a reasonable price

If services do not meet these standards, you may be entitled to repair, replacement, price reduction, or refund under UK law.

Service Cancellations

For event décor services, cancellation terms are specified in individual service agreements. Cancellation requests must be submitted in writing via email or post. Refund eligibility depends on the timing of cancellation and work already completed:

• More than 30 days before event: Full refund minus non-refundable deposit (typically 30-50%)
• 14-30 days before event: 50% refund of remaining balance (after deposit deduction)
• Less than 14 days before event: No refund, except where cancellation is due to our fault or circumstances beyond your control

If we cancel a service due to our fault, you will receive a full refund including deposit.

Distance Contracts - 14-Day Cooling-Off Period

If you book our services online or by phone (distance contract), you have a 14-day cooling-off period under UK Consumer Contracts Regulations 2013, starting from the day you enter into the contract.

Exception: The cooling-off period does not apply if you have expressly requested that we begin providing services within the 14-day period, or if the service is fully customised to your specifications.

To exercise your right to cancel, contact us within 14 days. We will refund all payments received within 14 days of receiving your cancellation notice.

Rental Returns

Rented items must be returned in the same condition as received, allowing for reasonable wear and tear. Return dates and locations will be specified in rental agreements. Please note:

• Items must be returned by the agreed date and time
• Any damage beyond normal wear and tear may result in repair or replacement charges
• Late returns may incur additional rental fees
• Missing items will be charged at replacement cost

We will inspect items upon return and notify you of any charges within 7 days.

Custom Orders

Custom-designed backdrops and décor items are created specifically for your event. Due to their personalised nature:

• Custom orders are generally non-refundable once production has begun
• If you cancel before production begins, you may receive a partial refund (deposit may be retained)
• If there is a defect in materials or workmanship, we will repair, replace, or provide a full refund
• You have the right to reject faulty custom items under Consumer Rights Act 2015

Faulty Goods and Services

Under UK Consumer Rights Act 2015, if goods or services are faulty, not as described, or not fit for purpose, you have the right to:

• Short-term right to reject: Full refund within 30 days if goods are faulty
• Repair or replacement: We will repair or replace faulty items at no cost
• Price reduction or final right to reject: If repair/replacement is not possible or fails

Please report any faults immediately. We will investigate and respond within 14 days.

Refund Processing

If a refund is approved:

• Refunds will be processed using the original payment method
• Processing times: 5-10 business days for card payments, 3-5 business days for bank transfers
• You will receive email confirmation when the refund is processed
• Deposits are typically non-refundable unless the cancellation is due to our fault

Damaged Items

If you receive damaged items, please contact us immediately (within 24 hours of delivery/collection). We will:

• Arrange for replacement or repair at no additional cost
• Collect damaged items if necessary
• Provide a full refund if replacement/repair is not possible

Subject to verification of the damage and confirmation that damage occurred during our care or delivery.

Contact for Returns

To initiate a return or discuss refund options, please contact us at:

Email: ask@handscentshop.world
Phone: +447883341365
Address: 17, Jaxons Court, Wigan WN1 1LR, United Kingdom

Please include your order reference number and reason for return in your communication.