New Image Office Design Ltd / Nene Lodge, Funthams Lane, Whittlesey / Tel: 01733 202080 / Email:
12.1. If you wish to cancel an Order for a product that is made to order, we may find it difficult to resell this to another
customer at the full selling price. We will charge a cancellation fee of 20% of the full selling price in these
circumstances, and our normal refund policy will not apply. This does not affect your statutory rights, and will not
apply if the Product is faulty.
12.2. When You return a Product to us, We will examine the returned Product and will notify You of Your refund via e-mail
within a reasonable period of time.
12.3. We will usually refund any money received from You using the same method originally used by You to pay for Your
12.4. We will usually process the refund due to You as soon as possible and, in any case, within 30 days of the day We
received Your cancellation or the day We confirmed to You via e-mail that You Were entitled to a refund for delivery
of the defective Product.
12.5. If We find that a Product has not been returned to us in a fully resaleable condition, or We, in our discretion, believe
that the Product is personalised, or We are unable to resell the Product within a period of 21 days, then We reserve
the right to refuse a refund on the Product, or deduct up to 20% of the purchase price from the amount of any refund.
12.6. Products returned by You because of a defect will be refunded in full, including a refund of the delivery charges for
sending the item to You and the cost incurred by You in returning the item to us.
12.7. Products returned by You within the 8-day cooling-off period in these Terms will be refunded in full, including the cost
of sending the item to You. However, You will be responsible for the cost of returning the item to us.