Refund policy
Returns and cancellations
We want you to be happy with your purchase from Cendorra. This policy explains how cancellations, returns and refunds are handled.
Cancelling an online order
If you are a UK consumer, you normally have the right to cancel an eligible online purchase within 14 days of receiving your goods, without giving a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
Before an item has been fulfilled, you may also be able to submit a cancellation request through your customer account.
To start a cancellation or return, please contact Cendorra through our Contact page and include your order number and the email address used at checkout.
Please do not return an item before receiving return instructions from us.
Condition of returned goods
You may inspect and handle goods in the same way that you reasonably would in a physical shop.
Returned goods should, where possible, be sent back with their original packaging, accessories, manuals and other supplied items.
We may make a reasonable deduction from a refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to inspect them.
Return postage
For a change-of-mind cancellation, you may be responsible for the direct cost of returning the goods unless we tell you otherwise.
If an item is faulty, damaged, not as described or we have supplied the wrong item, please contact us before returning it. Where required by law, Cendorra will cover reasonable return costs.
Refunds
Once a valid return has been received and checked, we will process the refund to the original payment method.
Where the statutory right to cancel applies, refunds will be made within the timescales required by UK consumer law.
Where applicable, we will also refund the cost of the standard delivery option originally paid for. If you chose a more expensive delivery method, we are not required to refund the additional cost above our standard delivery charge.
Banks and payment providers may take additional time to show the refund in your account after we have processed it.
Faulty, damaged or incorrect goods
If goods arrive damaged, are faulty, are not as described or are not fit for purpose, please contact us as soon as possible with your order details.
Your rights in relation to faulty goods are protected by UK consumer law. Depending on the circumstances, you may be entitled to a refund, repair or replacement.
Nothing in this policy affects your statutory rights.
Items that may not be eligible for change-of-mind returns
The statutory right to cancel does not apply to certain goods, which can include:
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personalised or custom-made goods;
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goods that are liable to deteriorate or expire rapidly;
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sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
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sealed audio, video or computer software once unsealed;
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newspapers, periodicals or magazines, except certain subscription contracts; and
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other goods or services excluded from the statutory cancellation right by applicable law.
This does not remove your rights where an item is faulty, damaged or not as described.
Exchanges
We do not currently operate a general exchange service.
If you need a different item, the simplest option will normally be to return an eligible item in accordance with this policy and place a new order.
Return address
Do not send returns to an address without contacting us first.
Return locations and instructions may vary depending on the product. We will provide the appropriate return instructions when your return request is approved.
Contacting us
For return, cancellation or refund enquiries, please use the Contact page on the Cendorra website.
Please include:
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your order number;
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the email address used for the order;
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the product concerned; and
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a brief explanation of the issue.
Cendorra reserves the right to update this policy where necessary, but changes will not reduce any statutory rights that applied when your order was placed.