How do I return an item? myDELUXE Shop Online Terms of Sale 1. ABOUT THESE TERMS These are the terms and conditions of sale (the "Terms of Sale") which apply to your purchase of goods from myDELUXE Shop Online, whether you buy through our website at www.my-deluxe.com, over the phone or otherwise ("myDELUXE Shop Online") - myDELUXE Shop Online and the goods supplied through it are provided by myDELUXE Limited (referred to here as "we", "us" and "our"). When we refer to "you" and "your" we mean the user of myDELUXE Shop Online and purchaser of goods. As well as these Terms of Sale, other important legal terms are set out in our Returns Policy. By agreeing to these Terms of Sale you also agree to the Returns Policy, all of which form part of a legally binding contract between us and you. You should read these Terms of Sale and the Returns Policy carefully before buying anything from myDELUXE Shop Online. We reserve the right to change the Terms of Sale and the Returns Policy at any time. Any changes to the Terms of Sale or the Returns Policy will be effective for all new orders placed after the change is published on the myDELUXE Shop Online website. You should check the Terms of Sale and Returns Policy posted on the myDELUXE Shop Online website before each order – they may have changed since your last visit. If you have any questions about the Terms of Sale, the Returns Policy, the goods or myDELUXE Shop Online please contact us or you can speak to an myDELUXE Shop Online advisor by calling 0041766021290.   2. INFORMATION ABOUT MY-DELUXE SHOP ONLINE AND THE GOODS Information provided on the myDELUXE Shop Online website 2.1. Separate Terms of Use apply to your use of the myDELUXE Shop Online website. By using the website (even if you don't buy any goods) you also agree to be bound by the Terms of Use. In the event of a conflict between these Terms of Sale and the Terms of Use, these Terms of Sale will apply. 2.2. We try to make sure that all information on the myDELUXE Shop Online website, including descriptions of our goods and listed prices, are accurate and correct at all times. However, mistakes do happen. We will try to resolve all errors in information on the myDELUXE Shop Online website as soon as reasonably possible and if we think that such an error has affected your order we will try to let you know. 2.3. You should bear in mind that buying goods over the internet provides a different shopping experience from buying in-store. In particular you should be aware that: the colours of goods as shown on the website will depend on many factors – including your display settings; the sizes and shapes of the goods may differ in real life from how they appear on your screen. We provide dimensions and measurements in the descriptions of the goods and it is your responsibility to check that the actual size of each item is suitable for your purpose; to feel safer about your decision, you are welcome to contact our sales team for any advice. pictures and images on the website are for illustration purposes only. For an accurate description of any item and details of what is included with the item, you need to read the corresponding written description; all goods are subject to availability and we may not be able to supply your order. We reserve the right to withdraw any goods from sale at any time, and our only liability to you for withdrawing any goods will be to refund to you any money paid to us in respect of those goods which we are no longer able to supply; we will do our best to deliver your goods in accordance with the delivery date set out in our final Delivery Advice email, but please note that all delivery dates given by myDELUXE Shop Online (whether on the website, over the phone or by email) are estimates only and delivery dates may vary. Please contact us to be sure about the delivery. not all goods and promotions that are offered by myDELUXE Shop Online will be available in-store, and vice versa. In principle, our online prices are the same as in our catalogue and in our stores. Occasionally, however, you may find a difference in price, for instance where there are different local store and online promotions. We reserve the right to adjust prices, goods and special offers at our discretion. 2.4. We will do our best to check the website for viruses but we do not warrant that the website is free of viruses or other malicious content. For your own benefit, you should make sure that you have appropriate software and systems in place to check for viruses and other malicious content on the internet. 1. About this Returns Policy The terms and conditions set out in this "Returns Policy" apply to all goods purchased from myDELUXE Shop Online worldwide, whether you buy through our website at www.my-DELUXE.com. over the phone eMail or otherwise. Together with the Terms of Sale this Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods from myDELUXE Shop Online All of the terms and conditions in the Terms of Sale will apply equally to this Returns Policy, including any defined terms. In the event of a conflict between the Terms of Sale and this Returns Policy, the Terms of Sale will apply. 2. Your right to cancel made to order goods 2.1 Goods that are ordered to your specification, cannot be cancelled or returned once the order is accepted. In this case, after we have sent you our Delivery Advice email you will have entered into a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they are default, not of satisfactory quality or reasonably fit for the purpose and we cannot remedy the fault to your reasonable satisfaction. 3. Your right to cancel "off the shelf" goods 3.1 Where you place an order through myDELUXE Shop Online for standard myDELUXE stock products which are not made to your specification you can cancel your order at any time before the goods are delivered to you. 3.2 Following receipt of the goods, you can cancel your contract by notifying us (as set out in section 4 below) within fourteen (14) days of the date on which the goods were delivered. This means that if you change your mind about the goods, or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund. If your order comprises more than one item you can cancel and return any of the items individually or in combination. All goods need to be in the new condition and unworn status. If they have been worn, there is no right to send them, despite material defects. 3.3 Nothing within this Returns Policy or the Terms of Sale affects your rights under law, and in particular you will always be entitled to return goods to us for a full refund if they where misdescribed, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction. 4. How to cancel 4.1 If you wish to cancel an order please contact myDELUXE Shop Online by calling 0041766021290 (11am-6pm). Please have your Order Acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return. Alternatively you may give us written notice of your cancellation. This can be done by eMail [shop@my-deluxe.com]. You must include your order number in the written notice, and clearly specify which goods you wish to return and for what reason to return. 4.2 Where you cancel your order after the goods have been delivered you agree to return the goods to us by following the procedure set out below. 5. Returning your goods 5.1 If you would like to return the goods yourself, you can take them to an myDELUXE store, Weite Gasse 8, 8001 Zürich, Switzerland. You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods. 5.2 To arrange collection of the unwanted goods please contact myDELUXE Shop Online by Contact Us. Alternatively you can speak to an myDELUXE Shop Online Advisor on 0041766021290. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected by an myDELUXE representative. A collection fee may apply. 5.3 You agree to return the goods in full, in a resalable condition and securely packaged (properly repacked in their original packaging if they were removed from it). You are responsible for all costs of returning the goods. 5.4 If you decide to return goods to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know by Contact Us or visiting Customer Services at www.my-deluxe.com. Alternatively you can speak to an myDELUXE Shop Online advisor on 0041766021290. 6. Taking reasonable care of the goods 6.1 You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, if you assemble or part assemble the goods or if you remove the goods from their packaging and fail to properly repack them. If your failure to take reasonable care of the goods means that they cannot be resold as new we reserve the right to apply a charge of 70% of the price you paid for the goods, which you agree we may discount from your refund for the goods. We can only re-sell opened, assembled or unused goods in-store at a significantly discounted price and the 70% charge is your agreed contribution to our likely loss on these goods. 6.2 If the goods are damaged whilst in your care (including damage caused in assembling or disassembling the goods), if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for our loss on these goods. Without limitation, this paragraph 12 will apply to mattresses and other goods which are delivered with a protective covering. You should make all reasonable attempts to examine the goods before removing the protective covering, and agree that removing the protective covering will constitute a failure to take reasonable care of the goods. 7. Conditions of Collection 7.1 Collection of the goods will only take place from the delivery address to which they were delivered, and will be subject to the following conditions: 7.1.1 you agree to provide myDELUXE Shop Online with as much detail as possible of relevant features of the delivery address in order to help our representative prepare for the collection; 7.1.2 you agree to ensure that there is suitable access to the chosen collection location; 7.1.3 if collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of collection, you agree to pay our reasonable additional collection fees and the costs of re-arranging collection; 7.1.4 if our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods); 7.1.5 you agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (including original packaging) which are included in the price of the goods being returned; 7.1.6 a collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods; 7.1.7 you keep the goods at your own risk until they have been removed by our collection agents from your premises; 7.1.8 if you are not personally available to undertake any of your obligations under this paragraph 7.1, you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own; 7.1.9 this paragraph 7.1 does not take away any rights you may have under law. To find out more information contact your local Citizens Advice Bureau (www.citizensadvice.org.uk). 8. Collection fee 8.1 We will charge a reasonable fee for the cost of sending a representative to collect your goods. In most cases the costs involved in collecting your goods are the same as the initial cost of delivering them; therefore usually the collection fee will be the same as the delivery fee. You agree that we may set-off the collection fee against any sums being refunded to you. 8.2 Collection fees will apply to each collection made by us and will be charged in full even if not all the items you ordered are being returned. 9. Refunding your money 9.1 We will make all refunds to the card used for payment. 9.2 The refund will include the cost of the returned goods and the original delivery fee (where you are returning all of the goods on the order) less any charges for failure to take reasonable care of the goods and any collection fees. 10. Your consumer rights 10.1 This Returns Policy does not take away any rights you may have under consumer law. For more information contact your local Citizens Advice Bureau (www.citizensadvice.org.uk). 10.2 This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Protection (Distance Selling) Regulations 2000.