6 Cancelling an Order and Product Returns
Cancellation by us:
General
6.1 If we cancel your Order for any reason, any sum debited by us from your credit/debit card account will be credited back to your account, in full, as soon as possible or in any event, no later than thirty (30) days from the date of cancellation of the Order.
Cancellation by you:
6.2 Except in relation to the Products set out in Clause 6.3 below, once you have placed an Order with us, you may cancel your Order (a) at any time prior to the receipt by you of the Products; or (b) within seven (7) days of the day after you have received the Products, assuming the Products are not damaged, defective, incorrectly or non-delivered Products. If you cancel your Order in accordance with this Section 6.2, we shall refund you the monies paid by you as set out below. You do not need to give us any reasons for cancelling your Order, but a brief explanation will help us to improve the service and Products we offer to you in the future.
6.3 You will not be able to cancel your Order if 1) you have taken any audio and/or visual recordings or computer software out of the sealed package in which they were delivered to you or 2) the Products ordered by you are customised or made to your personal specifications (including without limitation OS Select maps and Historical Mapping Products) or 3) the product ordered by you has been downloaded from a website. Such Order may not be cancelled and the Products may not be returned unless damaged, defective or incorrectly delivered (see Section 7: Damaged, Defective, Incorrectly or non-delivered products).
Cancellations before you have received the Products:
6.4 To cancel your Order before you have received the Products, you should notify us by contacting our Customer Service Centre (see Section 22: Contact us), giving us your full name, address and order reference number.
6.5 Once you have notified us that you are cancelling your Order, any sum debited by us from your credit or debit card account or any cheques cashed by us (including the delivery charges for your Order) will be credited back to your account, in full, as soon as possible or in any event no later than thirty (30) days from the date of your notification. Alternatively, you may ask us to substitute a Product instead of providing you with a refund but we can only do that if the Product you wish to substitute is of equivalent value to the Order you are cancelling, and further we are not obliged to provide you with a substitute Product for any reason. If we elect to provide you with a substitute Product we shall be deemed to have performed our obligations under the Contract in respect of said initial and substitute Product.
Cancellations after you have received the Products:
6.6 This policy in relation to cancellations after you have received the Products does not apply to Products which are damaged, defective or incorrectly delivered (see Section 7: Damaged, Defective, Incorrectly or Non-delivered Products)
6.7 To cancel your Order after you have received the Products, you must, within seven (7) days of the receipt by you of the Product, notify us by contacting our Customer Service Centre (see Section 22: Contact us), giving us your full name, address and order reference number. If you are contacting us in writing, by fax or by email, you are required to provide us with a contact telephone number at which we may return your call to advise you of the returns address and a returns number. If you fail to comply with this notification process, we are deemed not to have been notified of your intention to cancel the Contract.
6.8 You must return the Products to us at the address, using the method and including the allocated returns number advised to you by our Customer Service Centre. Until we take possession of any returned Product, you bear the risk of loss or damage to that Product. We therefore recommend that you take reasonable care of any Product for the duration the Product is within your possession and control including without limitation, taking reasonable care when handling and/or examining the Products, and securely packing and insuring them for posting. If you fail to take reasonable care of the Products before it is returned to us resulting in damage or deterioration, we will be entitled to charge you for the reduction in value by deducting it from the amount to be re-credited to you. We will not be liable for any additional costs you incur if you choose to return any Product by a method other than the one recommended to you by the Customer Service Centre.
6.9 If you do not return the Products delivered to you upon your cancellation in accordance with Sections 6.6 and 6.7, we will be entitled to deduct the direct costs of recovering the Products from you from the amount to be re-credited to you.
6.10 Where you cancel an Order relating to Products which have been purchased using a promotional offer, we will refund the purchase price less the value of any promotional offer amount and applicable charges.
By way of example:
(a) The promotional offer is ‘Spend over £25 and receive £5 off’ .You order two items, one at £20.00 and one at £28.00, meaning you pay £43.00 exc p&p. You return the item costing £28.00 which reduces the total value of the order to £20.00. In this case, the refund (£28.00) on the returned item is reduced by the value of the promotional offer (£5.00) and you receive a refund of £23.00 exc p&p.
(b) The promotion is a 3 for 2 offer – ‘buy 3 maps, pay for 2’. The standard price for each map is £7.99. You order three maps, meaning you pay £15.98 exc p&p. If you return one map, reducing the number of maps purchased to two, the refund (£7.99) on the returned map is reduced by the value of the promotional offer (one free map at £7.99), so you receive no refund. If you return two maps, the refund (£15.98) is reduced by the value of the promotional offer (£7.99) and you receive a refund of £7.99.