By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This only applies to unopened items in their original, sealed packaging.
Customers must return unwanted goods at their own cost using a ‘signed for’ courier service. We are unable to exchange items that are not damaged, defective or incorrect after these seven days, nor if they have been used or removed from their original packaging. Upon inspection, we will credit the sale less the initial carriage charge.
We hope that you won’t need to return an item, however, if you do, it is our aim to make the process as simple as possible. By following the guidance below you can help us to help you when a product is not what you expected, or is faulty.
Studio Anne Carlton allows for a 7 day period from the day we despatch the items for you to return any unwanted goods. Items should be unused, in a saleable condition, with their original packaging and with all component parts and any promotional items received. You should include your original delivery note. Items not returned in their original condition will be subject to a charge.
Please note, unless the goods are faulty, incorrect or damaged, it is the customer’s responsibility to return the items to us. We can assist with this but there may be a small charge. Distance selling regulations do not cover the costs of sending the item back to the seller.
To return an item you must email sales@studioannecarltongames.com with your order number and details of the items you will return. You must then wait for us to confirm we authorised the return.
In case of unwanted goods, we won’t refund the delivery charges.
Faulty Goods
If you purchased the item more than 14 days ago and has proven to be faulty, email us at sales@studioannecarltongames.com for further advice.
Damaged in transit
Goods must be inspected upon arrival by the customer – if the goods have been damaged in transit, you must inform us within 48 hours of the receipt of goods. After this time, you cannot make any claim.
