Low Sutton - Masham
North Yorkshire

Bed & Breakfast in the Yorkshire Dales - Home of Low Sutton Wool

returns & cancellations policy

consumer rights act 2015

With effect from 1st October 2015 The Consumer Right Act 2015 is designed to protect paying customers who expect their goods to as described, fit for purpose and of satisfactory quality. During the lifespan of your product you are entitled to the following:

  1. Up to 30 days - if your goods are faulty, you can get a refund
  2. Up to 6 months - if it can not be repaired or replaced, then you are entitled to a full refund in most cases
  3. Up to 6 years - if the goods do not last a reasonable length of time you may be entitled to some money back

You DON'T have a legal right to a refund or replacement just because you change your mind, however you do have 14 days in which to cancel the contract, starting from when the goods are received, without having to give a reason.

Customers may cancel goods purchased from Low Sutton Wool by sending a written notice of cancellation by post. The notice of cancellation must be delivered within 7 working days of the date of delivery of the goods.

The Customer will be responsible for the cost of returning the goods to Low Sutton Wool if they exercise this right of cancellation.

We advise that the Customer obtains proof of postage from the Post Office as we reserve the right to refuse a refund if an item is lost whilst being returned. If the Customer does not return the goods to Low Sutton Wool, the Customer is under a duty to make the goods available for collection at the Customer's expense from the address to which they were delivered.

The Customer is under a duty to retain possession of the goods whilst awaiting return to Low Sutton Wool and to take reasonable care of them during this period. The Customer will be liable for any loss of or damage to the goods if he or she fails to comply with this obligation.

Any credit or refund for goods returned under the Regulations will be for the cost of the goods less any postage and packaging charges incurred. In any event, a refund will only apply if the goods are in an unused and as new condition.

The refund if given will be paid by a method agreed with the customer. Nothing in these terms and conditions affects your statutory rights as a consumer.