6.1.
Right of withdrawal. We want to guarantee the total satisfaction of our customers. If you are not satisfied with the item ordered and you are a consumer in the UK or European Economic Area (“EEA”), you have the right to cancel any order you have placed (except for any products made to your specification or personalised), without giving reasons, at any time, up to thirty (30) calendar days, starting from the day after we have delivered the product (withdrawal period). Delivery is when you or a nominated person enter in physical possession of the product. In the event your order is split into several deliveries over different days: you have until 30 calendar days starting from the day after you (or someone you nominate) receives the last product ordered under the order you want to cancel. In the event you have purchased a set or bundle of items the withdrawal right can be applied to the whole set and not the single item of set.
6.2.
How do I exercise my right of withdrawal. If you are contracting as a consumer, to cancel the order without any liability to us, you must contact us within thirty (30) calendar days starting from the day after we have delivered the product, on:
(i) (i) our freephone line 0800 373792 (open from Monday - Friday, 9am – 5pm); or
(iii) by post/mail to Le Creuset House, 83-84 Livingstone Road, Walworth Industrial Estate, Andover, Hampshire, SP10 5QZ; or
(iv) by using the cancellation form that you can access
here with a clear statement of your decision to terminate the sale contract. To respect the withdrawal period, it is sufficient to send the notice of exercise of the right of withdrawal before the expiry of the period for exercising this right.
6.3.
Before returning the product to us. Before returning the product to us, we kindly ask you to contact us at helpline.uk@lecreuset.com or freephone 0800 373792 so that we can provide you with all information needed for the return procedure.
6.4.
How do I return the product. If you cancel your order, you must return the entire product unused and undamaged, in the original product packaging including the accessories, care and use booklet and all labels, together with a piece of paper placed within the product packaging on which you have clearly written or printed your full name, contact details and order number, within thirty (30) calendar days of notifying us of your decision to cancel the contract. The return should be addressed to: Le Creuset House, 83-84 Livingstone Road, Walworth Industrial Estate, Andover, Hampshire, SP10 5QZ. We ask that you provide us with evidence of sending the product back to us. We require this evidence to be in the form of four photographs clearly showing the detail noted below, as follows:
6.4.1. Photogragh 1 showing the piece of paper on which you have clearly written or printed your full name, contact details, and order number;
6.4.2. Photogragh 2 showing the product (and all labels and care and use booklets) in your chosen return packaging (the packaging should not, at this point, be sealed in order that we can see from your photograph that the product is inside your chosen packaging);
6.4.3. Photograph 3 showing the sealed return packaging; and
6.4.4. Photogragh 4 showing your receipt indicating the weight (if shown on the receipt) and price paid for the delivery, and showing the same delivery reference codes as any delivery reference code on the parcel.
6.5.
When will I receive my refund. We will refund the price paid for your product, including the original delivery fee, (except for any additional costs resulting from your choice of delivery type other than the standard delivery we offer in the purchase process), no later than fourteen (14) calendar days after the earlier of: (i) the day we have received the product back from you; and (ii) the date on which you have provided us with the evidence (as detailed in clause 6.4) that the product has been returned to us. We will refund you using the same payment method as for the original order.
6.6.
You have to return the product(s) to us at your own cost. If you are exercising your right to cancel under this clause 6, it is your responsibility to pay for the return carriage of the product to us. We recommend that you use a traceable and insured service to return the product(s) to us.
6.7.
We may reduce your refund if you have used or damaged a product. We reserve the right to discount the refund by up to the purchase price paid if the product is not returned as required above in clause 6.4. This is because the law entitles us to make a deduction from the refund, up to the contract price, if the value of the product is diminished as a result of handling of the product by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the product. Therefore, if you handle the product in a way which would not be acceptable in-store, we reserve the right to reduce your refund, to compensate us for its reduced value. For example, we may reduce your refund if the product's condition is not "as new", if price tags have been removed, if the Le Creuset packaging is damaged and/ or if accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team at helpline.uk@lecreuset.com or freephone 0800 373792 can advise you on whether we're likely to reduce your refund.
