Returns Policy

 

Returns

For a goodwill refund or exchange (i.e. where there is no legal right to a refund or exchange under the Consumer Contracts Regulations), items must be unused and returned in the original packaging and in a re-saleable condition within 21 days of receipt of your goods. Please ensure your items are accompanied by a copy of the original delivery note

 

Returns over Christmas

For our Christmas Last Posting Dates and Extended Returns Policy this will be indicated on our website front page in December.

 

Cancelling an order

You have the legal right to cancel your order, and therefore the Contract with us, for any reason within 14 days from the day after you receive the Goods (subject to certain exceptions set out below). This is the “Cancellation Period”.

To cancel your order, you must let us know by calling on 07868 607882 or by post at:

 

A. C. E. Embroideries,

Unit 14 Hurst End Ind Est

Folly Lane

North Crawley

MK16 9HS

 

You can also let us know by calling  07868 607882

 

You should keep evidence of having sent us notice of cancellation (e.g. an e-mail receipt).

Products must be returned to us at your own risk and cost within 14 days of notifying us that you wish to cancel in accordance with the returns instructions on your dispatch confirmation email. The goods must be returned unused with the original packaging.

If the nature of the goods means that you cannot return them by post, you will be responsible for the cost of couriering the items to us. We can arrange this for you - please contact Customer Services and we will try to provide you with an estimate of the cost.

We will ordinarily refund the full purchase price together with the standard delivery charge paid within 14 days of receipt of your returned products or proof of postage. If you chose to pay for a non-standard delivery, we will only refund the cost of standard delivery.

You must take care of the products before you return them to us and we may reduce the amount we refund to you if you use them, damage them or do something beyond what would be reasonable if examining them in a shop before purchase that reduces their resale value.

 

Faulty goods

All of our products come with the standard manufacturer’s warranty. If any product we supply fails prematurely due to a manufacturing defect we will provide you with a refund, replacement or repair. Simply  call us on 07868 607882 and we will arrange everything for you.

Please ensure that you inform us as soon as possible after receiving you goods of any damage to avoid any delays in receiving a replacement or refund.  

What if I have received my parcel, but they were not the goods ordered?

In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please call us on 07868 607882 and one of our advisors will be happy to assist you. Goods can be returned to the school for our collection in this instance.  Customers must always send back their order with an accompanying original delivery note - this will ensure we can process your return quickly.

 

Exchanges

Should you wish to return a non-faulty product for an exchange, the following applies:

A full refund will be given (less postage) or exchange goods sent out upon receipt of the goods. We will, however, refund the postage back to you if the need for an exchange is as a result of a mistake made by us (e.g. we sent out the incorrect size).

You must take reasonable care of the goods whilst they are in your possession. We would consider that reasonable care has not been taken of the goods, for instance, if you have used them to an extent beyond what would be reasonable if examining them in a shop before purchase.

The goods must be returned to us within 21 days, in the original packaging and labels attached and at your own expense to the address below.

 

Unacceptable returns

If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.

 

How do I make a return?

If you wish to make a return, contact us on 07868 607882