Return/Exchange/Faulty goods

Your right to cancel

Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations you have the right to cancel you contract with us within 30 days without giving any reason.

The cancellation period will expire 30 days from the day:

  • on which you acquire, or a third party other the carrier and indicated by you acquires, physical possession of the goods,
  • (if products you ordered are delivered separately) on which you acquire, or a third party other the carrier and indicated by you acquires, physical possession of the last good.

 

To exercise the right to cancel, you must inform us:

Kontri Ltd.
49 Hevea Road DE13 0SH Burton-on-Trent

e-mail: contact@othereden.co.uk

of your decision to cancel this contract by a clear statement by post or email.

You may use the model cancellation form, which is available here. This is however not obligatory. You can scan a signed copy and email it to contact@othereden.co.uk. Alternatively you can just email us with your cancellation request.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

 

Effects of cancellation - Returning the products

You shall send back the goods, without undue delay, an in any event not later than 14 days from the day on which you communicate your cancellation from this contract. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods to us unless the products were delivered to you in error, or if they are defective or damaged.

You are only liable for the diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Please make sure that bottoms are tried on over your own underwear and when trying on bras or other garments avoid make up or lotions coming into contact with the item.

Please note that our registered company address is not the returns address.

All our returns are handled by amazon.co.uk. Return address may vary depending on the fulfilment centre that dispatched the order. So if you wish to return an item please follow the return process outlined below.

Return process

  1. Inform us about that you wish to cancel.
  2. After submitting your request to us, you will receive a link by e-mail to amazon.co.uk website with a dedicated return label to print. You will need to return the package and include the top label inside the box and the bottom label on the outside of the box for shipping.

 

Effects of cancellation -Reimbursement

Refunds connected with cancellation of the contract will be issued without undue delay, and not later than:
a) 14 days after we receive back the goods supplied by you, or
b) (if earlier) 14 days after the day you provide evidence that you have returned the goods (proof of dispatch), or
c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

The refund will be made by the same means of payment as you used for initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

If you choose to have the items you ordered delivered by a more expensive means than the cheapest delivery option offered by us, you will be refunded only the cost of the cheapest delivery.

If returned items show evidence of use beyond necessary handling (in order to inspect the products) which result in diminished value of the products, we have the right to reduce the amount refunded.

 

Exchange of products


In order to exchange an item you will need to proceed as if you cancel your contract with us (please see Your right to cancel section).
You will need to:
1) return the original item
2) place and pay for the new order (including the delivery cost).

Please contact us before sending any returns as the return address may vary.

You will have to bear the direct cost of returning the goods to us unless the products were delivered to you in error, or if they are defective or damaged.

Once we receive your return you will be refunded according to the "Reimbursement" section.

If you'd like to reduce the time necessary to receive a new product you can always reverse this process- place and pay for the new order and then return the original one to us.

 

Faulty products

All retailers are, under EU liable for any lack of conformity for goods with the contract. If we deliver a product to you that is not of satisfactory quality, you can contact us for a repair or replacement or, where this is not possible, for a refund.

If a defect is detected please inform us by:
  • writing e-mail to contact@othereden.co.uk or
  • sending a letter via post to:

    KONTRI LTD.
    49 Hevea Road
    DE13 0SH Burton upon Trent


Please specify:

  • the nature of the fault as well as the time when the fault was discovered


Afterwards, please return the faulty item to us via post to:
KONTRI LTD.
49 Hevea Road
DE13 0SH Burton upon Trent

Please make sure that the product is properly packed in order to avoid any damages in transport. The cost of returning the faulty goods to us will be returned to you once we receive the product. We will keep you updated as to the status of your faulty goods return.

 

Online disputes

The European Commission provides Online Dispute Platform which will allow consumers to submit a complaint about a product or service to a trader based in another European country via an online form and settle it out-of-court. This platform is available here http://ec.europa.eu/consumers/odr/

 

 

 

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