Returns and refunds

Changing your mind — the 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order without giving any reason within 14 days of the day on which you, or a person you have identified, take physical possession of the goods. Where an order arrives in several consignments, the period runs from the last item received.

How to cancel

Write to contact@cartoonandcardoon.com with your order number and the items concerned. A clear statement is enough; you may use the model cancellation form in our terms and conditions, but you do not have to.
We reply within two working days with the reference to write on the parcel. The return address is BCXDE LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom — write to us first so your parcel is matched to your order on arrival.
Send the goods back without undue delay and in any event within 14 days of telling us.

Condition of the returned goods

You may handle and try on an item as you would in a shop. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods — an item returned worn outdoors, washed, altered, marked or without its labels may be refunded in part to reflect that loss in value.

Please return items in their original packaging where you still have it.

Cost of returning

The direct cost of returning the goods is yours when you are exercising the right to cancel. We recommend a tracked service: until the parcel reaches us, proof of posting is what protects you.

Where an item is faulty, not as described or not fit for purpose, the cost of returning it is ours.

Your refund

We refund all payments received from you, including the standard outward delivery cost, within 14 days of the day we receive the goods back, or of the day you supply evidence of having sent them, whichever is earlier.

The refund is made using the same means of payment you used, and carries no charge. Where you chose a more expensive delivery method than our cheapest standard option, we refund the cost of the standard option. Where only part of an order is returned, the outward delivery cost is not refunded.

Your bank may take a few working days to show the credit on your statement.

When the right to cancel does not apply

Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 lists the contracts the 14-day right does not cover. Two of them can concern an order placed here:

goods made to your specification or clearly personalised — we do not currently sell any;
sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery — this would cover underwear or similar items if we ever offer them. None of the items currently on sale is supplied sealed on those grounds, so every product in the current catalogue can be cancelled and returned.

This exclusion never affects your rights over goods that are faulty, not as described or not fit for purpose: those rights apply to every item, without exception.

Exchanges

We do not process exchanges directly: cancel the item you do not want, and place a new order for the size or colour you would prefer. That way the new item is reserved for you immediately rather than depending on the return arriving.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015 the goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not:

within 30 days of delivery you have the short-term right to reject them and obtain a full refund;
after 30 days and within six months you may ask for a repair or a replacement; if that is impossible or fails, you may keep the goods and ask for a price reduction, or reject them for a refund;
within the first six months, a fault is presumed to have been present at delivery unless we show otherwise.

Write to contact@cartoonandcardoon.com with your order number and photographs of the fault. These rights are in addition to the 14-day right to cancel and are not affected by anything on this page.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it — a clear statement by email is enough.

To BCXDE LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, contact@cartoonandcardoon.com:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date: