You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
if what you have bought is faulty or misdescribed, you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back) – see paragraph (i) below;
if you want to end the contract because of something we have done or have told you we are going to do, see paragraph (ii) below;
if you have just changed your mind about the product, see paragraph (iii) You may be able to get a refund if you return goods within the 30 days, you will have to pay the costs of return of any goods;
in all other cases (if we are not at fault and there is no right to change your mind), see paragraph (iv)
If you have any questions or complaints about our products, please contact us using the contact details set out under ‘Complaints’ below. We are under a legal duty to supply products that comply with this contract. Please see the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.
SUMMARY OF YOUR KEY LEGAL RIGHTS
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:
if your item is faulty, then you can get a full refund, up to 30 days or
up to six months: if your faulty item can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
If you wish to exercise your legal rights to reject faulty or misdescribed products you must either return them to us in person, post them back to us or allow us to collect them from you. If you receive an item that is faulty and you wish to replace it, please contact email@example.com to arrange a replacement. If the faulty item is no longer in stock and you do not want an alternative product in exchange, we will refund the cost of the goods as paid at the time of the order. We will refund the cost of your postage of a faulty item to us and we will pay the cost of shipping a replacement item to you if requested. Your right to claim an exchange or refund for a faulty item extends until six months from the date of purchase.
(ii) Ending the contract because of something we have done or are going to do
If you are ending a contract for a reason set out below, please contact firstname.lastname@example.org. The reasons are:
we have told you about an upcoming change to the product or these terms which you do not agree to;
we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
there is a risk that supply of the products may be significantly delayed because of events outside our control;
we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons; or
you have a legal right to end the contract because of something we have done wrong.
You must either return any products you have received to us in person, post them back to us or allow us to collect them from you. We will refund the cost of your postage. We will also refund you in full for any products which have not been provided.
(iii) Exercising your right to change your mind
If you change your mind, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order (or part of your order) and receive a refund. You must cancel within 30 days from the date you receive your items (or, if the items are split into several deliveries over different days, 30 days from the date you receive the last delivery). You do not have a right to change your mind in respect of:
any item which is not in its original condition, which is damaged or which is missing parts, through no fault of Malibu Bathrooms and Kitchens Ltd;
Once you have informed us of your wish to cancel your order (or part thereof) by contacting email@example.com , you must return the unwanted item(s) within 30 days of informing us you wish to cancel in an unharmed and reusable state, in the original packaging. We will refund your order (or the value of the returned goods if part of the order is returned) within 7 days of receiving the returned item(s). You are responsible for paying the postage costs for any items you return because you have changed your mind. We may reduce your refund of the price to reflect any reduction in the value of the items caused by your handling them.
(iv) Ending the contract where we are not at fault and there is no right to change your mind
Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before the product is delivered and paid for, but you may have to pay us compensation. If you want to end the contract in these circumstances, please contact firstname.lastname@example.org to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided, but we may deduct from that refund, reasonable compensation for the net costs we will incur as a result of your ending the contract.
Payment of Refunds
All refunds, including refunding of postage, will be made to the credit/debit card or PayPal account which you used to complete your order, once the above conditions have been met. If you are exercising your right to change your mind, refunds will be processed within 7 days from the day on which we receive the product back from you (or, if earlier, the day on which you provide us with evidence that you have sent the product back to us). In all other cases, your refund will be processed within 7 days of your telling us you wish to cancel the contract.
Complaints and Contact Details
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments by contacting us in writing, email or by phone using these details:
In writing: Malibu Bathrooms and Kitchens Ltd, Unit 4 Manor House Business Park, 97 Manor Farm Road, Wembley, HA0 1BN
Telephone: 020 8991 1126
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.