Delivery and returns
The delivery of items may only take place:
-Either to the customer’s usual place of residence.
-Or to the delivery address indicated by the customer at the time of placing their order.
Free delivery and return in the UK is available for purchases greater than £80. *Excluding Zone 2 and Zone 3 (Highlands and Island of Scotland, Northern Ireland, Isle of Man, Isles of Scilly BT (N Ireland).
Free International delivery is available for purchases greater than £150.
If the delivery address is not within the United Kingdom or the European Union, the customer may be subject to import duties and taxes, which are levied once a shipment reaches the destination country. Any such additional charges for customs clearance must be borne by the customer. Please note that there is a wide variation of customs policies in different countries.
Please note that the Company can only exchange an item for the same style in a different size or colour, there will be no credit note. Where an item requested for exchange is no longer available, the Company will process a refund for which the customer will be notified via email. You can manage your exchange with the return slip at the back of the invoice in your package or send an email to firstname.lastname@example.org
All sale items are final. If an item goes on sale after a customer has purchased it, the price will not be reduced.
Damaged goods or wrong deliveries
The warranty contained in the policy on returns is subject to the following conditions:
(i) The goods must be stored in appropriate conditions. If you do not store them in appropriate conditions, the Company cannot be held responsible for faults or problems that arise as a result.
(ii) Any claim by the customer in respect of any shortages and/or defects in the goods must be notified to the Company by the customer within seven days of the delivery date, stating the nature of the shortage/defect and quoting the invoice no. If the customer fails to notify the Company, it will deem that the customer has accepted the goods. In some cases the Company may require the customer to return the defective goods to the Company at the customer’s own cost. Where the customer makes a valid claim in respect of any shortages or defects and the Company is liable for the claim, the Company has the option of remedying the shortages or replacing the goods free of charge, or refunding the price of the goods to the customer.
Thereafter the Company will cease to have further liability to the customer. If the Company is not notified of any such defects accordingly, the Company shall have no liability for any defects and the customer shall be bound to pay for the goods.
Right of cancellation and policy on returns
In accordance with the provisions of the Consumer Contracts Regulations 2013, online customers are entitled to a full refund if they request one in writing within 14 working days of receipt. In this context, customers have the option to return the items delivered during this timeframe, in their original packaging, in perfect condition, undamaged, unworn and neither spoilt nor dirty, and fully complete with hang tags and accompanied by a copy of the sales invoice and a return slip. It will be up to the customer to keep any proof of having made this return, which presupposes that the items are returned by recorded delivery or by any other means that makes it possible to establish a certain date. At all events, the customer will be responsible for paying for the cost of returning the items. The price invoiced for items that have been returned will be refunded as chosen by the customer by crediting the customer’s bank account as from the time when the Company received the returned items. Items that are returned in an incomplete state or whose condition has deteriorated or have been dirtied by the customer will not be fully reimbursed and cannot under any circumstances give rise to the issuing of a credit note for a sum equivalent to the cost of the initial order. If repayment conditions are met, the customer has to use the return slip at the back of the invoice placed in the package. A free returns service is only available in the United Kingdom for items over £80. Outside of the United Kingdom, the customer is liable for all costs of returning items.
After receipt and review by the Company of compliance requirements, the customer will receive an email to confirm the acceptance for the return of items. Whatever the means of payment used, reimbursement is activated by Ana Heart as soon as possible and at the latest within 30 days of purchase.
International orders can be shipped back via a recorded shipping company.
The items must be returned to the following address:
Key Mail UK Limited
Unit12 Saxon Way Trading Estate
If you have any questions, please contact Customer Services at: email@example.com.