Delivery & Returns

Delivery Policy

Introduction
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.

Free delivery
2.1 We offer free standard delivery to all mainland UK addresses on all orders over GBP 40.00 (including VAT).
2.2 All other orders will be subject to delivery charges as detailed in Section 5.

Geographical limitations
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.
3.2 We may from time to time agree to delivery products to other countries and territories with prior communication.

Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
if your delivery address is on the United Kingdom mainland, you will be able to select standard Royal Mail 2nd class signed for (3-5 days), Royal mail 1st class signed for (1-2 days) or Royal Mail Next Day 1pm (by 1pm next day). If your order exceeds a weight we will use at our discretion in using another courier with an expected delivery time of 3-5 days.
4.2 If you place your order by 2pm GMT/BST on a working day, we will aim to post the same day. If you place your order after 2pm GMT/BST on a working day, or on a non-working day, we will aim to post the next working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges are as follows:
in respect of Royal Mail 2nd class signed for, delivery charges will be £4.95.
in respect of Royal Mail 1st class signed for, delivery charges will be £6.95.
in respect of Royal Mail Next Day 1pm, delivery charges will be £12.50.

Delivery tracking
6.1 Delivery tracking is available in respect of all orders for our products.
6.2 To track your delivery, enter your order number (which is provided in your order confirmation email) into our delivery service provider’s website here: www.royalmail.com/track-your-item.

Receipt and signature
7.1 All deliveries must be received in person at the delivery address, and a signature must be provided if required.

Additional deliveries
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider may make at least 1 more attempt to deliver the products in your order and should leave a card at your address with instructions on how to collect your product/s.

Collection
9.1 If your products remain undelivered the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

Delivery problems
10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
you provided the wrong address for delivery;
there is a mistake in the address for delivery that was provided;
the address for delivery is not reasonably accessible;
the address for delivery cannot safely be accessed;
if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns Policy

Introduction
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website or telephone.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

Returns
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
• we receive the returned product within 10 days following the date of dispatch of the product to you;
• the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
• you comply with the procedure set out in this policy in relation to the return of the product; and none of the exclusions set out in this policy apply.

Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us before returning in order to gain authorisation.
3.2 Products returned under this policy must be sent by Royal Mail Signed For delivery to Beluncle Farm, Stoke Road, Hoo, Rochester, Kent ME3 9LU.
3.3 You will be responsible for paying postage costs associated with returns under this policy.

Refunds
4.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
4.2 We will not refund to you the original delivery charges relating to the returned product.
4.3 We will not refund to you any costs you incur in returning the product to us.
4.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
4.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

Improper returns
5.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
we will not refund the purchase price or exchange the product;
we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Our details
6.1 This website is owned and operated by thepumpkinstore rochester.
6.2 Our principal place of business is at Beluncle Farm, Stoke Road, Hoo, Rochester, Kent. ME3 9LU.
6.3 You can contact us:
by post, using the postal address given above;
using our website contact form;
by telephone on our website; or
by email, using the email address published on our website.

Written on 16/09/2019, last updated on 16/09/2019

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