If a product has been damaged in transit or is faulty, please contact us on 01423 500234 within 3 working days of order receipt to arrange a replacement or a refund and return of the faulty item by second class post. In such cases we will refund the postage cost of returning the item and any replacement will be sent with no further P&P charge.
If you change your mind and cancel AFTER your order has been sent to you or after receiving the goods the following procedures apply :-
- When you receive your order, as per the EU Distance Selling Directive, you have a "cooling off period" of 7 days to return the ordered products if you have changed your mind and wish to cancel. The goods must be returned in the same condition as they were originally despatched from Suemar. We will not accept for exchange or refund any item which has been used or is not in the exact condition in which it was despatched by us
- You must contact us by phone to confirm which items are being returned. You will be requested to return the goods by second class post (we recommend you get Proof of Posting) and will be required to pay the cost of returning the goods. The reason why we do not offer a free returns policy, is because we try and offer the goods at the lowest possible price, without putting in these hidden extras that you may never need. There will be no refund of the cost of returning the goods. Any free gifts associated with an item must be returned at the same time. Please return them to the address at the bottom of the page along with a note of your details and the reason for return. Refunds will be made to the original charged account within 14 days of receipt of the returned goods.
If you wish to cancel BEFORE we have sent goods, you must do so by phone and confirm by email. If your order has not been sent, it will be cancelled and there will be no charge whatsoever.
These conditions do not affect your statutory rights.
Returns received by prior arrangement for an exchange, in normal circumstances will be posted with no further P&P charge. However if an exchange is made and then subsequently returned resulting in no purchase made at all, Suemar will refund the original purchase minus any initial and subsequent P&P charges incurred by Suemar.
