Cancellation policy

Cancellation Policy – Ferrara Design UK

1. Right to Cancel (Consumer Orders)  
Under the Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 calendar days from the day they receive the goods.

To exercise your right to cancel, you must inform us of your decision by a clear written statement (e.g. email).

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2. Cancellation Before Dispatch  
Orders can be cancelled free of charge before they have been dispatched.  
Once the order has been processed and dispatched, it will be treated as a return.

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3. Cancellation After Delivery (Cooling-Off Period)  
If you cancel your order within 14 days after receiving the goods:
- You must return the items within 14 days of notifying us  
- Items must be unused, unopened, and in their original packaging  
- You are responsible for return shipping costs unless the item is faulty or incorrect  

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4. Non-Cancellable Items  
The following items are non-refundable and cannot be cancelled once ordered:
- Custom-tinted or bespoke products (e.g. mixed colours, special finishes)  
- Products made to order or tailored to specific requirements  

This is in accordance with UK consumer law exemptions.

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5. Refunds  
Once we receive and inspect the returned goods, we will process your refund within 14 days.

Refunds will include:
- The cost of the product  
- Standard delivery charges (if applicable)

We may deduct an amount if the goods show signs of use or damage.

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6. Faulty or Incorrect Products  
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with evidence (photos).

In such cases:
- We will arrange replacement or refund  
- Return shipping costs will be covered by us  

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7. How to Cancel  
To cancel an order, please contact:

Email: contact@ferraradesign.co.uk
Phone: 07841527517

Please include:
- Your order number  
- Full name  
- Reason for cancellation 

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8. Business Customers (B2B)  
Cancellation rights for business customers may differ and are subject to individual agreements.  
The statutory 14-day cooling-off period does not apply to B2B transactions.

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9. Contact Information  
Ferrara Design UK  
contact@ferraradesign.co.uk
Phone: 07841527517

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