Our Returns & Cancellation Policy
We at Character.com are confident that you’ll be very happy with your purchase. However, we understand that sometimes you might need to send something back. This policy explains your legal right to cancel and our own enhanced returns policy.
You have a legal right to cancel your contract with us for any reason within 14 days of receiving your items.
Key Points:
Time Limit: Your right to cancel expires 14 days from the day you (or a person you nominate) receive your goods.
How to Cancel: To exercise your right to cancel, you must inform us of your decision with a clear statement. You can do this by contacting our customer service team by email or phone, or by completing and returning the Model Cancellation Form below. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Refunding Your Order: If you cancel your contract, we will refund you the price you paid for the items and the cost of our standard outbound delivery. Please note, if you chose a more expensive, enhanced delivery option (e.g., Next Day Delivery), we are only required to refund the cost of our standard delivery option.
Returning the Items: You must send back the items within 14 days of telling us you wish to cancel. Returns under the statutory cancellation right are made at your own cost. We recommend using a tracked service and keeping your proof of postage, as you are responsible for the items until we receive them.
Condition of Returned Items: You have a right to inspect the items as you would in a shop. However, if your handling of the goods has diminished their value, we may make a deduction from your refund. Items should be returned in their original, saleable condition with all original packaging and tags intact.
Model Cancellation Form
(You can use this form to cancel your order, but you don't have to.)
To: Character.com Returns, Unit 5 Celtic Trade Park, Bruce Road, Swansea, SA5 4EP, United Kingdom (customerservice@character.com)
I hereby give notice that I cancel my contract of sale of the following goods: [List items or provide order number]
Ordered on: [Date] / Received on: [Date]
Name of customer:
Address of customer:
Signature of customer (only if this form is sent on paper):
Date:
In addition to your legal rights, we offer a more generous 30-day 'change of mind' returns window, which runs from the day you receive your items.
If you are outside the 14-day statutory cancellation period but within 30 days of receipt, you can still return your purchase to us for a refund of the item price, subject to the conditions below.
Conditions: Items must be returned to us in their original, saleable condition. We ask that you return them with all original packaging, wrapping, tags, and labels intact and attached where possible.
Return Costs: Returns for this reason are made at your own cost. We recommend using a tracked service and keeping your proof of postage until we have confirmed receipt.
Refund: We will issue a full refund for the price you paid for the items to your original payment method. Please note that for returns made outside of the 14-day statutory cancellation period, the original outbound delivery charge is non-refundable.
We're very sorry if there's a problem with your order. Your statutory rights state that goods must be as described, fit for purpose, and of satisfactory quality.
If you have received a faulty or incorrect item, please contact our customer service team directly before sending anything back to us.
Our team will ask for some further details and arrange the return of the item for you, explaining the options available (such as a refund, repair, or replacement) in line with your statutory rights.
Prepare Your Package: Please ensure the item is securely packaged. Include a covering note with your package that clearly states your full name, address, and order number. Briefly state the reason for the return and provide your contact details.
Post Your Item: Please send your return to the relevant address below. (Please note: For faulty items, contact us first before posting).
For all returns, please remember to obtain proof of postage.
For orders from the UK: Character.com Returns Unit 5 Celtic Trade Park Bruce Road Swansea SA5 4EP United Kingdom
For orders from the EU (excluding Germany): OPT OnDemand (Character.com Returns) Hrbovická 107, Chlumec, Hrbovice, 403 39. Czech Republic +420 242 481 860
For orders from Germany: Tootonic FBA - C/o Ezi Returns Industriestraße 30 21394 Kirchgellersen Deutschland Germany
For orders from the United States: Gebruder Weiss (Tootonic) 2600 Mason Road Elgin, Illinois 60124 United States +1 847 795 4301
For orders from Canada: DWS LOGISTICS (Tootonic) 1475 Courneypark Drive Mississauga, Ontario L5T 2R1 Canada +1 905 677 3337
Refunds: For orders placed from outside the UK, please be aware that currency exchange rates can fluctuate. This means there may be a minor difference in the refunded amount compared to the original price paid. We cannot be held liable for these discrepancies.
Fees: Any currency conversion fees imposed by your bank or payment provider at the point of purchase are beyond our control, and we are unable to refund these costs.
Please note that we reserve the right to send back items to you that have been returned to us outside of our 30-day 'change of mind' policy. This does not affect your statutory rights.
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