Terms and Conditions
1. Return and Refund Policy.
At Lote-Tree, we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. According to Islamic trading guidelines, a customer has the Right of Inspection of an item they have purchased without seeing it first. That's why under our 14-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the date you received the item.
By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for digital items (eg: e-Books) where the item has been downloaded. We regret that we also cannot accept cancellations of contracts for the purchase of video, DVD, audio, video games, and software products where the item has been unsealed.
To cancel your purchase within the seven-working-day cooling-off period, please e-mail us at returns@LoteTree.co.uk, quoting your order number, and the reason for returning the item, such as “I just do not want it any more”. Please package the relevant item(s) securely and send it to us, quoting your order number clearly on the package, so that we receive it within seven working days of the day after the date that the item was delivered to you.
Please note that we cannot accept returns if you deliver them to us by hand.
For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.
You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: giftwrapping).
As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge--we cannot refund any priority, express or courier component of the postage charge.
How Refunds Are Calculated.
Items returned because they are damaged, defective or incorrect.
If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us We will also refund the cost of giftwrapping and other services provided to you in connection with your purchase, where applicable.
Lote-Tree will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
Items returned within the seven-day cooling off period.
By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights.
Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:
• where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
• where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
• we will refund only standard (Airmail) postage charges for items delivered outside the UK
• where we collect an item from you, we reserve the right to recover the costs of collection from you.
We will not refund the cost of giftwrapping, your costs in returning the item to us and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.
Items returned under the 14-day returns guarantee.
Where you are withdrawing from your purchase between seven and 14 days after delivery, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of giftwrapping, delivery or other services provided to you in connection with your purchase.
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