Refund policy
This Return & Refund Policy explains the procedures applicable to purchases made through allbirdsax.shop.
We want customers to understand clearly how cancellations, returns, refunds, damaged goods, incorrect items and faulty products are handled.
Nothing in this policy is intended to exclude, limit or replace any statutory consumer right or remedy that cannot lawfully be excluded under applicable UK law.
For assistance concerning a return or refund, contact:
Email: info@allbirdsax.shop
Statutory Right to Cancel Online Purchases
For qualifying online purchases, UK consumers generally have the right to cancel their contract without giving a reason.
The statutory cancellation period generally expires 14 days after the day on which the consumer, or a person nominated by the consumer other than the carrier, receives the goods.
Where multiple goods purchased in a single order are delivered separately, the cancellation period may run from receipt of the final qualifying item where applicable.
After informing us of the decision to cancel within the applicable cancellation period, the customer generally has a further 14 days to return the goods.
How to Exercise Your Right to Cancel
To exercise a cancellation right, email:
Your communication should clearly state that you wish to cancel the applicable purchase.
Providing an order number, the name or email address associated with the order and the items concerned will help us identify and process the request efficiently.
You do not need to provide a reason for exercising a statutory cancellation right.
We will provide return instructions and the applicable return destination after receiving and reviewing the request.
Customers should not send products to an address appearing on an original parcel or shipping label unless that address has been specifically confirmed by us as the correct return destination.
Returning Cancelled Goods
Where a statutory cancellation right applies, returned goods should be sent back without undue delay and generally no later than 14 days after the customer communicates the decision to cancel.
Customers should package returned products appropriately to reduce the risk of damage while in transit.
We strongly recommend retaining evidence of dispatch and tracking information until the return and refund have been completed.
Condition of Returned Products
Consumers are entitled to inspect goods in a manner broadly comparable to the way they would be able to inspect them in a physical retail store.
The customer may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Where permitted by law, a refund may therefore be reduced to reflect an actual reduction in value caused by unnecessary or excessive handling.
This does not remove statutory rights where goods are faulty or otherwise fail to conform to contract.
Return Costs for Change-of-Mind Returns
Unless otherwise stated or required by law, the customer is responsible for the direct cost of returning goods where the return results solely from exercising a change-of-mind cancellation right.
We do not charge a separate administrative or restocking fee for exercising a statutory cancellation right.
Where goods are faulty, damaged, incorrect or otherwise non-conforming and applicable law requires the seller to bear reasonable return costs, we will handle the return accordingly.
Customers should contact info@allbirdsax.shop before returning faulty or incorrect goods so that appropriate instructions can be provided.
Refunds Following Statutory Cancellation
Where a valid statutory cancellation applies, we will refund amounts legally due in accordance with applicable UK consumer law.
A refund may generally be withheld until we have received the goods back or until the customer provides evidence that the goods have been sent back, where applicable.
Refunds are generally required within the applicable statutory timeframe after the relevant return requirement has been satisfied.
Because allbirdsax.shop provides free standard shipping on all orders, there is normally no standard outbound shipping charge for us to reimburse.
If an optional paid delivery service is ever made available and selected by a customer, statutory reimbursement obligations relating to delivery charges will be handled according to applicable law.
Refund Method
Unless otherwise agreed or permitted by law, approved refunds will normally be issued through the original payment method used for the purchase.
The time required for a refund to become visible after it has been issued may vary depending on the bank, card issuer, payment processor or other financial institution involved.
Processing times imposed by a customer's financial institution are outside our direct control.
Faulty, Damaged or Misdescribed Goods
The statutory cancellation rights described above are separate from the customer's legal rights where goods are faulty, damaged, misdescribed, not of satisfactory quality, not fit for purpose or otherwise fail to conform to the contract.
Under the Consumer Rights Act 2015, qualifying consumers may have a short-term right to reject non-conforming goods, generally within 30 days, as well as rights to repair or replacement and, in appropriate circumstances, a price reduction or final right to reject.
Nothing in this policy limits those statutory rights.
If you believe an item is faulty, damaged or materially different from its description, contact:
Please provide your order details and a clear description of the issue.
We may reasonably request photographs, video or other information where necessary to verify the nature of the problem and determine an appropriate solution.
Items Damaged in Transit
Customers should inspect their order as soon as reasonably practicable after delivery.
If an item arrives materially damaged, contact info@allbirdsax.shop as soon as possible and provide the order number and evidence of the damage where reasonably available.
Do not dispose of the item or relevant packaging before contacting us if doing so would prevent us from reasonably investigating a delivery-damage claim.
Incorrect Products
If you receive a product different from the item ordered, contact info@allbirdsax.shop.
Once the issue has been verified, we will provide appropriate instructions and arrange the legally required remedy.
Customers will not be required to bear return costs that the seller is legally responsible for because the wrong goods were supplied.
Missing Items
If an order appears to be missing an item, contact info@allbirdsax.shop with the order number and details of the missing product.
We will review the order and fulfilment information and provide an appropriate response.
Exceptions to Change-of-Mind Cancellation
UK law provides certain exceptions to the statutory right to cancel.
Depending on the products offered by the store and the circumstances of the sale, exceptions may include personalised or custom-made goods, certain perishable products, sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, and certain sealed audio, video or software products once unsealed.
An exception to a change-of-mind cancellation right does not remove any applicable statutory rights concerning faulty or misdescribed goods.
Hygiene and Sealed Products
Where a product qualifies for a statutory health or hygiene exception, the cancellation right may be lost after the relevant seal has been broken.
We will not apply this exception more broadly than applicable law permits.
Personalised Products
Goods genuinely made to a customer's specification or clearly personalised may fall outside the statutory change-of-mind cancellation right where the relevant legal exception applies.
This does not affect rights relating to faulty, defective or incorrectly supplied personalised products.
Exchanges
Where an exchange is requested, contact info@allbirdsax.shop.
Exchange availability may depend on stock and the circumstances of the return.
Where an exchange cannot be provided, an eligible return may instead be handled as a refund followed by a new order.
Your statutory rights are not dependent on the availability of an exchange.
Order Cancellation Before Dispatch
If you wish to cancel an order before dispatch, contact info@allbirdsax.shop as soon as possible.
We will make reasonable efforts to process the cancellation before shipment, but we cannot guarantee that an order can be intercepted once processing or dispatch has progressed.
If the order has already been dispatched, applicable statutory cancellation rights may still be exercised after delivery.
Refused or Uncollected Deliveries
Refusing a parcel or failing to collect it does not necessarily provide us with all information required to identify the customer's legal intention to cancel.
Where possible, customers should contact info@allbirdsax.shop directly to clearly communicate a cancellation or delivery issue.
Any refund will be handled after the circumstances and status of the returned shipment have been verified and subject to applicable legal requirements.
Returned Parcels That Cannot Be Identified
Customers should provide sufficient information for us to associate a returned parcel with the correct order.
Failure to include or communicate identifying information may delay processing while we attempt to identify the transaction.
Fraudulent or Abusive Return Activity
Nothing in this policy requires us to accept fraud, deliberate misrepresentation or abusive activity.
We may investigate suspected return fraud and take reasonable measures to protect the store and customers, provided that such measures do not unlawfully interfere with legitimate statutory rights.
Statutory Rights
This policy operates in addition to applicable UK consumer law.
Nothing in it is intended to remove or restrict any right available under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or other mandatory law applicable to the transaction.
Contact
For cancellations, returns, refunds, faulty goods, incorrect products or questions about this policy:
allbirdsax.shop
Email: info@allbirdsax.shop
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