Refund policy
RETURNS & REFUNDS POLICY
RIGHT TO CANCEL
If you purchase an item online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise your right to cancel, please contact us at info@incantonatura.co.uk within 14 days of receiving your order.
After notifying us of your cancellation, you must return the goods within a further 14 days.
Please contact us before returning any item. We will provide you with return instructions and the appropriate return address.
CONDITION OF RETURNED ITEMS
You may inspect the furniture in the same way that you would reasonably be able to inspect it in a shop.
You are responsible for taking reasonable care of the goods while they are in your possession.
We may make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.
RETURN AND COLLECTION COSTS
Where a return is requested for reasons other than damage or defect, including where you no longer want the item or do not like the colour or design, you will be responsible for the cost of returning the goods.
Due to the size and weight of our furniture, returns may require collection using a specialist delivery service.
Where collection is arranged by us for a return requested for reasons other than damage or defect, a collection charge equal to double the original delivery fee will apply.
The collection charge is based on the original delivery fee applicable to your order and therefore may vary depending on your delivery location.
This collection charge does not apply where the goods are faulty, damaged, incorrect, not as described or otherwise do not conform to the contract. In such cases, Incanto Natura will bear the reasonable cost of return or collection where required by applicable consumer law.
CUSTOM-MADE AND PERSONALISED FURNITURE
The statutory right to cancel may not apply to goods that are made to the customer's specifications or are clearly personalised.
An item is not necessarily considered custom-made simply because it is produced or assembled after an order is placed. Furniture made from standard options offered by us may still be covered by the normal cancellation rights.
We will clearly identify products that are genuinely made to your individual specifications or personalised before you place your order.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your furniture as soon as possible after delivery and contact us promptly if an item is damaged, faulty, incorrect or not as described.
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
Where goods are faulty, not as described or otherwise do not conform to the contract, you may be entitled to a refund, repair or replacement in accordance with UK consumer law.
Where you exercise the short-term right to reject faulty goods, this right generally lasts for 30 days.
We will bear reasonable return or collection costs where required by law.
REFUNDS
If you cancel an eligible online order within the cancellation period, we will refund the price paid for the goods together with the cost of our standard delivery service, where required by law.
If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of our standard delivery service.
Where a collection charge applies under this policy, the applicable collection charge may be deducted from the amount refunded to you where permitted by law.
Refunds will be made to your original payment method.
We will process the refund within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been returned.
SALE ITEMS
Your statutory rights also apply to items purchased in a sale.
Sale items are not excluded from statutory cancellation or return rights solely because they were discounted.
CONTACT
For cancellations, returns or questions regarding this policy, please contact:
Incanto Natura
SIA Northwood Commerce
Email: info@incantonatura.co.uk
Latgales iela 268/5-20
Riga, LV-1063
Latvia
Telephone: +371 27033050
Registration number: 40203773594