Returns Information

We hope that you are delighted with your purchase from Romney Marsh Wools. However, we understand that occasionally you may wish to return or exchange an item.

The information below explains our returns policy and your rights when purchasing from us online.

Change of Mind – Online Purchases
If you purchase from us online, you normally have the legal right to change your mind and cancel your order within 14 days of receiving your goods, without having to give us a reason.

If your order contains several items which are delivered separately, the cancellation period normally runs from the day after you receive the last item.

To exercise your right to cancel, please let us know clearly that you wish to cancel your order within the 14-day cancellation period.

You can contact us by:

Email: info@romneymarshwools.co.uk 
Telephone: 01233 721800
Post: Romney Marsh Wools Limited, Rushfield, Giggers Green Road, Aldington, Ashford, Kent, TN25 7BT

Once you have notified us that you wish to cancel, you should return the goods to us without undue delay and normally within a further 14 days.

Our 28-Day Returns Policy
In addition to your statutory rights, we are happy to accept eligible returns within 28 days of you receiving your order, provided that you have notified us of your intention to return the item within the first 14 days.

For change-of-mind returns, we ask that products are returned unused and, wherever reasonably possible, in their original packaging and in a condition suitable for resale.

You are entitled to examine an item in the same way that you reasonably would if purchasing it in a shop. However, if an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.

Returning an Item
Unless an item is faulty, damaged, incorrectly supplied or not as described, you will normally be responsible for the cost of returning it to us.

We recommend obtaining proof of postage when returning an item, as the parcel remains your responsibility until it reaches us.

Please return items to:

Romney Marsh Wools Limited
Rushfield
Giggers Green Road
Aldington
Ashford
Kent
TN25 7BT

Please include your name and order number with your return so that we can identify and process it promptly.

Refunds
Once we have received your returned goods, or you have provided appropriate evidence that they have been returned where applicable, we will process any refund due without undue delay and within the timescales required by law.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

Where you exercise your statutory right to cancel the whole order, we will also refund the standard outbound delivery charge you paid, where applicable. If you selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional delivery cost.

Exchanges
If you would like to exchange an item for a different size, colour or product, please contact us and we will be happy to advise whether an exchange is available.

Any difference in price and any applicable additional delivery charges will be confirmed with you before the replacement item is sent.

Faulty, Damaged or Incorrect Items
If an item arrives damaged, is faulty, has been incorrectly supplied or is not as described, please contact us as soon as possible so that we can put things right.

Your rights in these circumstances are separate from your right to change your mind.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Consumers normally have a short-term right to reject faulty goods within 30 days, subject to the circumstances and applicable law. Other rights, including repair, replacement, price reduction or a refund, may apply after this period.

If you believe an item is faulty, please contact us before returning it so that we can advise you on the appropriate return arrangements.

Items That Cannot Normally Be Returned for a Change of Mind
There are certain circumstances where the statutory right to cancel an online purchase does not apply. These can include:

·         goods made to your specification or clearly personalised;

·         goods which are liable to deteriorate or expire rapidly; and

·         sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.

Where an exception applies to a particular Romney Marsh Wools product, we will make this clear where appropriate.

This does not affect your rights if an item is faulty, damaged or not as described.

Cancelling Before Dispatch
If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible on 01233 721800 or at info@romneymarshwools.co.uk .

If we are able to stop the order before dispatch, we will cancel it and arrange the appropriate refund.

If your order has already been dispatched, you can still exercise your applicable cancellation and return rights as explained above.

Your Statutory Rights
Nothing in this returns policy is intended to limit or exclude your statutory rights as a consumer.