Emporium Wellbeing Live – Shipping Policy (UK Consumer Law Compliant)
1. Pre‑Purchase Transparency (Consumer Contracts Regulations 2013)
• Before checkout, customers must see clear information on delivery options, times, and charges — including if delivery excludes certain UK regions.
• Any delivery costs or surcharges must be disclosed early, not hidden after checkout.
2. Delivery Timing
• By default, goods must be delivered within 30 calendar days of the order date, unless a different date is expressly agreed.
• If agreed delivery times are missed, customers have the right to cancel and receive a full refund, including delivery costs.
3. Returns & Cancellation Rights – Cooling Off Period
• Customers have a 14‑day cooling‑off window starting the day after the goods are delivered, where they may cancel for any reason and receive a refund.
• Once cancellation is communicated, customers have a further 14 days to return the items.
• A full refund must be issued within 14 days of either receiving the goods back or being notified of cancellation—whichever occurs later.
4. Who Pays for Return Shipping?
• Unless the retailer voluntarily covers it, for non-faulty goods returned under the 14-day cooling-off, the customer pays the return postage.
• For faulty or misdescribed goods, refunds must include the full cost of item plus standard delivery, and return postage must be free.
• Retailers may not charge restocking or admin fees within the statutory returns period.
5. Misleading Claims & Remote Areas
• Promotional statements like “free UK delivery” must not mislead customers — e.g., by excluding remote areas unless clearly stated in advance.
• If delivery charges apply to areas like Scottish isles or offshore locations, these must be clearly indicated upfront.
6. Liability Until Delivery
• The retailer remains responsible for goods during transit until they reach the customer or a named recipient at the delivery address.
• Customers must raise delivery issues promptly.
