Your 'cooling off' period
In the unlikely event that you have a change of heart once you have made your purchase, you are entitled to a 14-day 'cooling off' period. This means that you can cancel your order from the moment you place it, up to 14 working days from when you receive your goods. You then have 14 days to return the items from the date you notified us that you intend to do so. At Ailsa Black we will happily accept return items or exchange your goods within this timescale, provided they are in their original condition and original packaging.
You will need to notify us in writing [by email is fine] providing an item description and reason for return within 14 days of your purchase. You must then mail the item back to us using Recorded or Signed for delivery within the 14 days after you notify us of your intent to return an item. As the customer, you do have to pay the postage for returning the goods in this situation.
Return of damaged/faulty goods
If an item arrives damaged or faulty you will be offered a full refund or exchange. You will need to notify us in writing and provide us with a photograph [by email is fine] and reason for return within 14 days of your purchase.
Please send all returns to Ailsa Black, Merlin, Carsethorn, Dumfries, Scotland DG2 8DS.
Non delivered goods
Please ensure that delivery information is 100% accurate as we cannot be held responsible for a delay in delivery of goods for this reason. As the customer, you will be required to pay for goods to be re-delivered should they be returned to us due to an incorrect address, you not being in for delivery attempts or them not being collected from a depot by yourself the customer. If you have ordered goods and they have not been delivered you have 30 days from the date of dispatch to inform us of this at which point upon confirmation of non-delivery we will organise for a refund or re-delivery.
Sales of Goods Act
We conform with the Sales of Goods Act in that we endeavour to give honest and full descriptions of all of our products, provide goods of satisfactory quality and ensure they are fit for purpose. Please be aware that due to the nature of the web, slight variations in products shown may occur.
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Competitions are sometimes announced on social media. Winners will be notified on the social media platform on which the competition is on. People have 28 days to respond and if they do not respond within that time another winner will be chosen.There will be one winner per give-away, unless otherwise stated. There is no cash alternative. Prizes will be sent out within 28 days of receiving the winners address. If the winner cannot be contacted or address details are not received within 28 days of being notified, a new winner will be picked. The winner will be picked at random using a random generator such as random.org. Giveaways are restricted to the EU. Free postage within the UK unless specified otherwise. The winners name and county is available upon request.
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If you have any problems please contact us by email at [email protected] or by telephone 07789128833 Monday to Friday 9am - 5pm