BOTS SHOP
RETURN & REFUND POLICIES
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Email us, immediately
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Not eligible for a refund
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Ensure you have Return Code when Returning Items
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Receiving Returned Products
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Will you refund my postage costs to return an item?
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What should I do if my item is damaged?
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What should I do if my item is faulty?
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I have not yet received my item.
Thank you for your purchase. It is our hope that all of our customers are happy with their BOTS product.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then this will need to be reported to us immediately so we can look into the matter.
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However, if you are not completely satisfied with your online purchase please...
1. Email us, immediately
Please email us immediately with your query so we can find the right solution:
Solution 1: Reissue another product
Solution 2: Issue an online store credit
Solution 3: Issue a refund
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2. Not eligible for a refund
We will not refund...
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For unwanted gifts
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For items no longer required
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Where the wrong item was selected
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We do not refund for items left at neighbours, items left outside in a safe place, items delivered to a different location from your personal address
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If the items - products are damaged in any way
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If the refund process is initiated 14 calendar days after purchase
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3. Ensure you have a Return Code when Returning Items
Once a decision has been made regarding your query, whereby items must be returned, we will issue you with a return numerical code which must be written clearly on the outside of the package. Without this numerical code it will be difficult to process your return and the entire process will take much longer.
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The package must be returned to us within 14 days from the date of purchase to qualify for another product, an online store credit or a refund.
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4. Receiving Returned Products
Once we have received your product you will be alerted by email.
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Our team of professionals will inspect the product and process your query. If a refund is issued, it will be minus the postage and packaging unless specified. Any monies will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take up to 7 to 10 business working days for a refund to show on your account.
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Once we have dealt with your case we will alert you via email of our next steps, or actions currently taken.
Please remember, the product must be returned to us in the same condition that you received it, ie undamaged unless you have submitted photo evidence which we have confirmed in writing that we accept full responsibility for.
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Return it to this address
Address Line 1
Address Line 2
Address Line 3
5. Ensure you have a Return Code when Returning Items
We are more than happy to refund postage costs; to return an item to us; where the return is required due to our error.
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For instance: If we sent you the wrong item. However in other cases, postal costs will depend on each individual case and this will be communicated to you in writing.
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We will not refund postage costs to return items to us
1. For unwanted gifts
2. For items no longer required
3. Where the wrong item was selected
4. We will not refund postage costs to return any item due to reported damage or fault where no error was found in the delivery process.
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These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
6. What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
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We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may result in a delay of the parcel being returned and processing your query in a timely manner.
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Please send us a picture immediately on delivery of the damaged item.
In cases where we accept full responsibility. We will substitute the item & cover postage costs both ways.
7. What should I do if my item is faulty?
Please send us a picture immediately on delivery of the faulty item so we can process your query.
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In cases where we accept full responsibility. We will substitute the item & cover postage costs both ways.
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Please note: All electrical products & gadgets are sold through us via a third party. We take care to ensure that all items which we sell include a warranty, therefore, as per our terms and conditions you will need to contact the relevant company for faulty queries.
8. If you have not received your item
If you have not received your item:
Unlisted Item
Sometimes we ship items separately to make sure that any delayed items do not prevent you from receiving your remaining items.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not listed then you'll need to allow longer for it to be delivered. We will send you an email as soon as your order is on the way, so that you can find out when it will arrive. For tracked orders, you can use the tracking link provided in your email to check where your order is.
Listed Item
If the item is listed and you still have not received it
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Please check, have you received a delivery card? Has your parcel been left somewhere safe, such as with a neighbour?
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2. Still not found?
Please email us immediately with
“MISSING ORDER for (INSERT YOUR NAME)” in the subject heading.
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If you have further questions please feel free to email us on hello@beautyonthespot.co.uk