Refund policy

Your right to change your mind

Your legal right to change your mind (distance contracts only). For most of our products bought online, by mail order, over the telephone or on your doorstep, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for:

  • services, once these have been completed, even if the cancellation period is still running;
  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • bespoke or personalised goods, or goods manufactured to your specifications, such as with hardware customisation or optional extras, or which are clearly personalised;
  • goods which become mixed inseparably with other items after their delivery; and products which are likely to deteriorate within the 14 day period.

The deadline for changing your mind. If you change your mind, you must let us know no later than 14 days after:

  • the day we deliver your product, if it is goods. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
  • the day we confirm we have accepted your order, if it is for a service. Once we have completed the services you cannot change your mind if you asked us to commence those services during the 14 day cancellation period.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team on 01945 427000 or email us at sales@mossman-trunks.co.uk You can also write to us at Broadend Industrial Estate, Broadend Road, Wisbech PE14 7BQ.

You must return the product at your own cost. If your product is goods, you must return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost unless we offered free returns when you bought the goods. You can bring the product to our premises at Broadend Industrial Estate, Broadend Road, Wisbech PE14 7BQ, or send the product back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, please contact our Customer Service Team (as above).

You will need your email receipt and details of the payment method you used to place the order.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

You must pay for services you received before you change your mind. If you bought a service, we don't refund you for the time you were receiving it before you told us you'd changed your mind.

We reduce your refund if you have used or damaged a product. All goods must be returned in their original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.

When and how we refund you. If your product is a service or goods that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract. We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription for goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team (as above).