ONLINE STORE RETURNS AND REFUNDS

1 HOW TO END THE CONTRACT WITH US

1.1 Tell us you want to end the Contract. To end the Contract with us, please let us know by doing one of the following:

(a) Email. email us at lochlomondgroup@mailmarkuk.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
(b) *Online. Complete the form on our website.

1.2 Returning products after ending the Contract. If you end the Contract for any reason after products have been delivered, you must return them to us using a proof of delivery service. Please email us at lochlomondgroup@mailmarkuk.com for a return label which should be printed and attached to the parcel. Any product returned must be in good condition, within its original packaging, contain the relevant paperwork and be adequately packed to avoid any possible damage. *If you are a consumer exercising your right to change your mind you must return the products within 14 days of telling us you wish to end the Contract.

1.3 When we will pay the costs of return. We will pay the costs of return:

(a) if the products are faulty or misdescribed; or
(b) if you are ending the Contract [due to an error in pricing or description or] because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.

1.4 How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

1.5 *When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:

(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if you have failed to take reasonable care of the products. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

1.6 When your refund will be made. *If you are a consumer exercising your right to change your mind, your refund will be made within 14 days from the day on which we receive the product back from you. **If you are a business, your refund will be arranged within 30 days of our acceptance to do so and after the safe receipt of the products. For information about how to return a product, see section above titled Returning products after ending the Contract.

Please note that provisions specific to consumers only are marked * and those specific to businesses only are marked **.