Returns

Returns, damaged, faulty or wrongly delivered goods

We will offer you a refund of the full purchase price, including the cost of delivery for sending the goods to you, and the cost of returning the Goods to us, provided that you return the Goods to us and the conditions set out in paragraph below are met. We must also be reasonably satisfied that:

  •  the Goods have not suffered damage after delivery;
  •  the Goods have not been misused or used other than in accordance with the instructions; and
  •  the problem is not due to normal wear and tear.

In addition to the requirements, the Goods in terms of which you are claiming a refund must have:

  1.  been damaged on delivery.
  2.  been delivered in a faulty condition.
  3.  have been delivered to you in error.

Alternatively, at your option, instead of a refund (and subject to returning the Goods as required under this clause) we will replace the Goods with the same or a similar product (subject to stock availability).

Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return the Goods to us.

In order to claim a refund or replacement item please send us a cancellation notice as soon as you become aware of a problem and no later than 14 days after receipt or the fault developing by email to sales@silhouettes.co.uk or a letter to 57 Canterbury Road, Worcester WR5 1NU. Your cancellation notice must quote your name, address, the name or a description of the Goods, a brief description of the problem, fault or damage and your order reference number.

Upon receiving your cancellation notice, we will contact you and provide details of where you must return the Goods and other relevant instructions. You must then immediately return the Goods to us. We reserve the right, at our option, to collect the Goods from you. If we wish to collect the Goods we will notify you of when they will be collected by us.

 

Incorrectly priced or described Goods

Whilst we try and ensure that all the information on our Website is accurate, errors may occur. In the unlikely event that the price and/or description of an item listed on the Website has been incorrectly advertised, we will not be under any obligation to sell or provide those Goods to you.

If we discover the error before sending you a Confirmation Notice we will at our discretion, either reject your order and notify you of such rejection, or inform you as soon as possible and give you the option of cancelling your order or reconfirming it at the correct price and/or description. If we give you the option of cancelling your order or reconfirming it at the correct price and/or description but either cannot contact you or do not receive your response within 14 days of sending you notification (whether or not you receive it), we will reject your order.

If we discover the error after sending you a Confirmation Notice we may, at our discretion and without incurring any liability to you, cancel the Contract provided that the error is, in our reasonable opinion, obvious and unmistakable and could have reasonably been recognised by you. We will notify if we cancel the Contract.

We strive to supply quality products to our customers at all times, but in the unlikely event that your goods arrive in an unsatisfactory condition please contact us sales team who will be happy to try and resolve any problems you may have experienced.