Returns and Refunds Policy

If you are unhappy with your product or have simply changed your mind you can always return your item within 30 days of it being delivered, let us know as soon as possible and we will make the process as quick and easy as possible. You will either be provided with a free post shipping label to print that will need to be stuck to the parcel and visible to delivery drivers and then just take it to your local Royal Mail collection point or post office. And for larger items we will just need to know your full address along with what days you will be available for a collection and we can book a courier to come and collect it from you. Once the item arrives back with us it is processed and checked over before we issue a full refund.

Customer returns on unwanted products (non faulty) 30 day returns

  • Sometimes we simply change our mind once we get a new item home. In this instance, Items can be returned to Cardy's, however the return costs must be covered by you, the customer.
  • Should you have any difficulties in arranging the return yourself, we can arrange to collect the item from you but the cost of this collection will be deducted from the overall refund. The collection cost will be agreed with you before the collection is arranged. Unfortunately as collection costs vary from item to item we are unable to define a pre-set collection cost.
  • Please retain the original packaging for the product when returning. This will help us return the item to stock more quickly, additionally it is a requirement that all return items are boxed as our drivers and couriers are unable to collect non-boxed items.
  • If an item is sent back as unwanted (non faulty) not in its original packaging there is no re-boxing fee.
  • If the customer orders by mistake and the item has not been shipped yet we can cancel the order and refund the money back to the customer the the order will just be stopped from going out with no re-stocking fee.
  • If the customer has ordered by mistake and the item is already on its way to the customer this is also fine and can simply be returned once the item is delivered or if the customer refuses delivery the item will be delivered back to us, however the return costs must be covered by you, the customer in these examples and a charge will also be made for refusing a delivery for the return to sender costs. again no re-stocking fee will be added.

 

To return a product you will need to mail it back to us at;

Ecom Distribution Ltd
5 Towerfield Close 
Shoeburyness
Essex
SS3 9QP

Or in most cases we should be able to provide you with a returns shipping label or arrange a collection for your return.

Missing or Damaged Parts

  • We stock a range of spare parts for most of our products. In the event that you receive an item from Cardy's and there is a missing or faulty part, please contact us within 7 days of receiving your delivery. Please give as much information as possible including the product details, the part, the order number/ID and a description detailing whether the part is missing or damaged. We will then check our stock to see if we hold a replacement part.
  • If we do have the part in stock then we will arrange for this to be sent to you, but in the event that we do not have a replacement, then we will arrange for a swap for you if there is stock, or collect the item and issue you a full refund.

 

Item is not as described or advertised (or faulty)

  • In the unlikely event that you receive an item from Cardy's and you believe that it is not as described on our website, then please contact us as soon as possible. We are happy to discuss your concerns. Ideally the customer should message within 7 days of you receiving the item so that we can understand the issue and work with you to resolve any problems as quick as possible.
  • If you believe the Cardy's item you have received is not as described or advertised, please retain the original packaging for the product for at least 30 days. This will give you time to contact us to discuss your concerns, for us to reach a resolution and if agreed, arrange a return of the item using the original packaging.
  • Whilst this process is happening, please refrain from further opening or assembly of the product as this may void your eligibility to receive a replacement or refund.
  • Any products that arrive with faults or not as described will have a paid for return sorted out by Cardys either with a prepaid shipping label for the customer to print or with an arranged collection and return using our arranged couriers.

Customer order cancellation

  • Orders can be cancelled up to 24 hours before they are processed and shipped giving us a day to cancel and refund the order for you. There maybe instances where the order has already been processed and we are unable to provide a refund/cancel order before a delivery attempt is made.
  • Due to the quick turn around of our product shipping process, all order cancellations should be made on the same day of the order being placed. Any cancellations after this period may be too late to stop the shipping and will need to be returned as part of our 30 days return period as detailed below. Return postage will be payable by the customer. 
  • In the event of a refused delivery, we will apply a return postage fee of between £10-£40 depending on the product size and delivery method, this is to cover the cost incurred to us by the courier. This will be charged back to the customer and taken off any refund given.