We hope you are delighted with your order from Cut To The Smoke. If something is not right, please contact us at he***@**************co.uk and we will be happy to help.
For most products purchased online, you have the right to tell us that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days to return the goods.
To request a return, please email he***@**************co.uk before sending anything back. Include your name, order number and the reason for your return so that we can provide the appropriate instructions.
Returned products should be unused, in their original packaging and in a resalable condition. We may reduce a refund if a product has been handled beyond what is reasonably necessary to inspect it and its value has been reduced.
Cancellation rights may not apply to goods that are liable to deteriorate or expire rapidly, or to sealed goods that are not suitable for return for health protection or hygiene reasons once their seal has been broken.
Please do not return an opened food product unless it is faulty, damaged, incorrectly supplied or not as described. This does not affect your statutory rights.
If your order arrives damaged, faulty, incorrectly supplied or not as described, please contact us as soon as possible at he***@**************co.uk.
Please include your order number, a description of the problem and clear photographs of the product and packaging where possible. We will arrange an appropriate refund, replacement or other remedy in accordance with your statutory rights.
Where an item is confirmed as faulty, damaged or incorrectly supplied, we will cover reasonable return costs where a return is required.
If you are returning an eligible item because you have changed your mind, you are responsible for the cost of returning it to us. Original delivery charges will be refunded where required by law, although any additional cost for an upgraded or express delivery service may not be refundable.
We recommend obtaining proof of postage and using a tracked service where appropriate, as returned goods remain your responsibility until they reach us.
Once your return has been approved, it should be sent to:
Cut To The Smoke
176 Gosport Road
PO16 0QJ
Please do not send a return without contacting us first.
We will let you know when your returned item has been received and inspected. Approved refunds will be issued to the original payment method.
Refunds will be processed without undue delay and, where the statutory right to cancel applies, no later than 14 days after we receive the returned goods or receive evidence that they have been sent back.
Your bank or payment provider may require additional time to place the funds into your account after we have processed the refund.
Sale items have the same statutory rights as full-price items. Any additional goodwill return offer may be subject to the conditions explained on the relevant product page.
If you would like to request an exchange, contact us at he***@**************co.uk. Exchanges are subject to product availability.
Refunds are normally returned to the original payment method used by the person who placed the order. Please contact us if a gift has arrived damaged or incorrect and we will explain the available options.
For questions about cancellations, refunds or returns, email he***@**************co.uk.
