16) CONSUMERS – RIGHT TO CANCEL This clause applies only to consumers
a) If you are a consumer, and you made your order away from our premises, you have a legal right to cancel a Contract during the period set out below in clause 16c. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product or Equipment, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
b) Your cancellation right does not apply in the case of any Products or Equipment that have been custom-made to your specifications.
c) Your legal right to cancel a Contract starts from the date of the Written Order Acknowledgment, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 7 (seven) working days in which you may cancel, starting from the day after the day you receive the Products. If you have hired Equipment or ordered Services, you have a period of 7 (seven) working days from the date the Contract between us is formed, unless the Hire Period or Services have started with your consent, in which case your right to cancel ends when the Hire Period or Services start. Working days means that Saturdays, Sundays or public holidays are not included in this period.
d) To cancel a Contract, you must contact us in writing by sending an e-mail to [email protected] or by sending a letter to us at Malakkastraat 51 3199 LK Maasvlakte – Rotterdam. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.
e) You will receive a full refund of the price you paid for the Products or any hire Charges, and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 16d. If you returned the Products or Equipment to us because they were faulty or mis-described, please see clause 16f.
f) If you have returned the Products or Equipment to us under this clause 16 because they are faulty or mis-described, we will refund the price of a defective Product or the hire Charges in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
g) We refund you on the credit card or debit card used by you to pay.
h) If the Products or Equipment were delivered to you:
i. At our election, we will ask you to return the Products or Equipment to us, or we will collect the Products or Equipment from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
ii. Unless the Products or Equipment are faulty or not as described (in this case, see clause 16f), you will be responsible for the cost of returning the Products or Equipment to us, or us collecting the Products or Equipment from you. We charge our standard collection costs for collection of Products or Equipment;
iii. You have a legal obligation to keep the Products or Equipment in your possession and to take reasonable care of the Products or Equipment while they are in your possession.
i) Details of your legal right to cancel and an explanation of how to exercise it are provided in the Written Order Acknowledgment.
j) As a consumer, you will always have legal rights in relation to Products or Equipment that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 16. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.