Return Period
For consultation services, you have the right to cancel your booking within 14 days of making the reservation, provided the consultation has not yet taken place. This 14-day cancellation period begins on the day you enter into the contract with us.
If you cancel within this period and the service has not been provided, you will receive a full refund of any amount paid.
If you request that we begin providing the services during the 14-day cancellation period, you will be required to pay for the services provided up to the point you inform us of your wish to cancel. The amount payable will be proportional to what has been performed compared to the full service.
Once a consultation has been fully completed and you have received the service, your right to cancel under the Consumer Contracts Regulations 2013 is lost. However, refunds may still be available in exceptional circumstances, as detailed in our cancellation policy below.
Return Conditions
To be eligible for a return or refund, the following conditions must be met:
- Cancellation requests must be made in writing via email or through our contact form.
- For cancellations before the consultation date, requests must be received at least 48 hours prior to the scheduled appointment.
- Refund requests after service completion will be considered on a case-by-case basis and require documentation of the issue.
- All refund requests must include your booking reference number and reason for cancellation.
Return Shipping Costs
As we provide consultation services rather than physical products, there are no shipping costs associated with returns or cancellations.
If you have purchased any physical materials or documents as part of a consultation package, return shipping costs for these items will be the responsibility of the customer unless the return is due to our error or a defective product.
Return Process
To initiate a return or cancellation:
- Contact us via email at reply@grexalonshep.world or through our contact form, providing your booking reference number.
- Clearly state your reason for cancellation or return request.
- We will acknowledge your request within 2 business days.
- Upon approval, we will process your refund within 14 business days using the same payment method you used for the original transaction.
If you have received any physical materials, please return them to our address within 14 days of your cancellation request. We recommend using a tracked delivery service.
Non-Returnable Items
The following items or services are not eligible for return or refund:
- Consultation services that have been fully completed and delivered.
- Customized consultation reports or plans that have been specifically prepared for your garden.
- Services cancelled less than 24 hours before the scheduled appointment time, unless due to circumstances beyond your control.
- Digital products or downloadable materials that have been accessed or downloaded.
General Legal Requirements
This return policy complies with applicable consumer protection laws in England and Wales, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your booking for services within 14 days of making the contract, without giving any reason. This cancellation period will expire 14 days after the day on which you entered into the contract.
However, if you request that we begin providing the services during the cancellation period, you will be required to pay for the services provided up to the point you inform us of your wish to cancel. If the service has been fully performed and you have agreed to it starting before the end of the cancellation period, you will lose your right to cancel.
Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If our services do not meet this standard, you may be entitled to a repeat performance or a price reduction. However, we cannot be held responsible for outcomes that result from factors beyond our control, such as weather conditions or improper implementation of our recommendations.
Your statutory rights are not affected by this policy. If you believe your consumer rights have been violated, you may contact:
- Citizens Advice consumer service: citizensadvice.org.uk or 0808 223 1133
- Trading Standards: through your local authority
- Alternative Dispute Resolution providers, if applicable
You also have the right to seek legal advice if you believe your rights have been violated.
Cancellation Policy
You may cancel your consultation booking at any time before the service is provided. Cancellation terms are as follows:
- Cancellations made more than 48 hours before the scheduled consultation: Full refund.
- Cancellations made between 24-48 hours before the scheduled consultation: 50% refund.
- Cancellations made less than 24 hours before the scheduled consultation: No refund, unless due to exceptional circumstances such as illness or emergency.
If we need to cancel your consultation due to circumstances on our end, you will receive a full refund or the option to reschedule at no additional cost.
Refund Procedure
Once your return or cancellation request has been approved, we will process your refund as follows:
- Refunds will be issued to the original payment method used for the purchase.
- Processing time: 5-10 business days from approval.
- Time to appear in your account: Additional 3-5 business days depending on your bank or payment provider.
- You will receive email confirmation once the refund has been processed.
If you do not receive your refund within the expected timeframe, please contact us immediately with your booking reference number.
Under UK consumer law, if you cancel within the 14-day cancellation period and have not received the service, we must refund you within 14 days of receiving your cancellation notice. If you have received part of the service, we may deduct an amount for the services already provided, which will be proportional to what has been performed compared to the full service.
Contact Information
For questions about returns, cancellations, or refunds, please contact us:
Grexalonshep
Brunswick Industrial Estate
Unit 4 Sandison Ct
Newcastle upon Tyne NE13 7BA
Great Britain
Phone: +44 191 340 1271
Email: reply@grexalonshep.world
