Refund policy
Returns & Refunds Policy
We want returns, refunds and delivery problems to be dealt with as quickly and fairly as possible. Nothing in this policy affects your statutory rights.
Cancelling an Online Order – Change of Mind
If you are purchasing as a consumer online, by telephone or by mail order, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving your goods.
After notifying us, you have a further 14 days to return the goods.
To cancel or arrange a return, please contact:
Please include your name and order number so that we can identify your order.
You do not need our permission to exercise a statutory right to cancel, but please contact us before sending goods back so that we can identify and process your return correctly.
Return Address
Please return authorised or notified returns to:
TYGES LTD RETURNS
Unit 6H, Paynes Business Park
Dereham Road
Beeston
Norfolk
PE32 2NQ
Please include your name and order number with the return.
Condition of Returned Goods
You may inspect goods to establish their nature, characteristics and suitability in the same way that you reasonably could before purchasing them in a shop.
Opening packaging does not automatically remove your right to cancel.
However, if goods have been handled or used beyond what is reasonably necessary to inspect them and this has reduced their value, we may make an appropriate deduction from the refund to reflect that reduction in value.
This may include goods which have been used, consumed, contaminated, altered or otherwise handled in a way which means their value has been materially reduced.
Please package returned goods securely and appropriately for transport.
Return Postage – Change of Mind
Where you are returning goods because you have changed your mind, you are responsible for the cost of returning them to us, unless we have agreed otherwise.
We strongly recommend using a tracked service and retaining your proof of postage until your refund has been completed.
Please use a delivery service appropriate to the value and nature of the goods being returned.
Refunds for Change-of-Mind Returns
Where you validly cancel an order, we will refund the amount due using the same payment method used for the original transaction, unless you expressly agree otherwise.
Where applicable, the refund will include the cost of the least expensive standard delivery service offered for the original order.
If you selected a more expensive or enhanced delivery service, such as an express or premium service, we are not required to refund the additional amount above our standard delivery charge.
We will process the refund without undue delay and no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, as applicable under the cancellation regulations.
Any permitted deduction for diminished value caused by handling beyond what is reasonably necessary may be taken into account.
Faulty, Damaged or Incorrect Goods
Please inspect your order when it arrives.
If an item is:
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faulty;
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damaged;
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not as described; or
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different from the item you ordered,
please contact us as soon as possible at info@tyges.co.uk, including your name and order number.
We may ask you to provide photographs or other information to help us identify the problem and, where relevant, make a claim with the courier. Providing this information does not remove or restrict your statutory rights.
Where goods are faulty, damaged or incorrectly supplied, Tyges Ltd will bear the reasonable cost of returning the goods where we require them to be returned.
Your rights concerning faulty goods are separate from the 14-day change-of-mind cancellation rights.
Where the Consumer Rights Act 2015 applies, consumers may have a short-term right to reject goods which do not conform to the contract and may also have rights to a repair, replacement, price reduction or refund depending on the circumstances and when the problem is identified.
Items Excluded from the Change-of-Mind Cancellation Right
The statutory change-of-mind cancellation right does not apply in certain circumstances provided for by law, including, where applicable:
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goods made to your specification or which are clearly personalised;
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goods which deteriorate or expire rapidly; and
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sealed goods which are not suitable for return for genuine health protection or hygiene reasons where the seal has been broken after delivery.
These exclusions do not remove your rights where goods are faulty, damaged, not as described or otherwise fail to meet your statutory rights.
Lost Parcels
For consumer orders using a delivery service offered or arranged by Tyges Ltd, the goods remain our responsibility until they are received by you or by a person you have nominated to receive them.
If tracking indicates that a parcel may be lost, please contact us as soon as possible at info@tyges.co.uk.
We may need to open an investigation with the courier and allow them a reasonable opportunity to locate the parcel.
Where the courier confirms that an order has been lost or cannot be delivered, or where you otherwise become legally entitled to end the contract because the goods have not been delivered, we will provide the appropriate remedy.
Depending on the circumstances and your statutory rights, this may be:
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a replacement order; or
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a refund.
Store credit may also be offered if you choose it. Store credit will not replace a monetary refund where you are legally entitled to a refund unless you expressly agree to accept it.
You will not be required to pursue a claim directly against a courier appointed by Tyges Ltd.
Delayed Deliveries
Delivery estimates are provided in our Shipping Policy and are estimates unless we have expressly agreed a specific delivery time or date with you.
A parcel being delayed does not necessarily mean that it has been lost.
Where a parcel is delayed, we may contact the courier and allow an appropriate period for them to investigate, locate or deliver the parcel.
However, a courier's investigation procedure does not override your statutory rights.
Where you become legally entitled to end the contract because of non-delivery or delayed delivery, any refund due will be made without undue delay.
If delivery by a particular date is essential, please contact us before placing your order so that we can confirm whether that delivery requirement can be accepted.
Tracking and Delivery Problems
Where tracking is provided, please monitor the shipment using the tracking information supplied with your order.
Please contact us as soon as reasonably possible if:
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tracking stops updating;
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an order appears significantly delayed;
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a delivery attempt has failed;
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the courier reports the parcel as delivered but you have not received it; or
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there is another problem with delivery.
Prompt notification allows us to contact the courier and investigate while delivery information is still readily available.
This request does not transfer responsibility for delivery to you or limit your statutory rights.
Parcels Shown as Delivered but Not Received
If tracking shows your parcel as delivered but you cannot locate it, please check the delivery location, safe place information and with other members of your household or premises where appropriate.
Please then contact us promptly so that we can investigate the delivery with the courier.
We may ask the courier for delivery records, photographs, GPS information or other available proof of delivery as part of the investigation.
The outcome of a courier investigation does not remove any statutory rights you may have.
Refund Method
Where you are entitled to a monetary refund, it will normally be returned to the original payment method.
Processing times after we issue a refund can vary depending on your bank, card provider or payment provider.
Where a statutory monetary refund is due, we will not substitute store credit unless you expressly agree to accept it.
Sale and Discounted Items
Sale, promotional and discounted goods have the same statutory rights concerning faults, description and quality as full-price goods.
Business Purchases
The statutory consumer cancellation rights described in this policy apply to individuals purchasing wholly or mainly outside their trade, business, craft or profession.
Orders made for business purposes may be subject to different rights and any applicable business or trade terms.
Nothing in this section excludes any rights which cannot lawfully be excluded.
Contact Us
For returns, refunds, damaged goods or delivery problems, please contact:
Please include your name and order number wherever possible.
Tyges Ltd
Unit 6H, Paynes Business Park
Dereham Road
Beeston
Norfolk
PE32 2NQ