Customer Contracts Regulations 2013

Right to Cancel

In addition to our Good Will Returns Policy, when you purchase an order online or by phone you have a statutory right to cancel your order at any time up to 14 calendar days from the day after you receive the goods, without any reason.

After notifying us of your intent to cancel you have a further 14 calendar days to return the item(s) to us for a full refund. Please select reason code C on the Order Receipt when returning the item(s).

To notify us of your intention to cancel you can complete the cancellation form provided at the link below and return this to us by email to [email protected] or post to Everest House 31 Customer Service 31 Coniston,  Aylesham, CT3 3HZ.

Restrictions on Cancellation

Orders of made to measure or personalised items or perishable goods (such as hampers) or items sealed for personal hygiene reasons (which have been unsealed) may not be cancelled unless they are faulty, incorrect or damaged upon delivery.


Effect of Cancellation

Within 14 calendar days of receipt of the returned goods or proof of postage (whichever is earliest) we shall refund the amount for the item(s), including a refund the value of our standard delivery charge if you are returning your full order, without undue delay.

Refunds will be made to the same payment method you used to make the order.

If you choose not to use one of the return methods offered by Carpathian (as set out in our ‘How to return you item(s)’ section of our Goodwill policy) you will need to bear the costs of the return.

We are unable to provide a refund of the delivery charges when you are only cancelling part of your order.

We may make a deduction from the refund for any loss of value caused by your damage and/or unnecessary handling.