Cancellation, Returns & Refund Policy

Returning an unwanted item?

At Toby Carvery, we pride ourselves in quality and hope you absolutely love your items! 
However, if it isn’t quite what you expected or you change your mind, please see our Cancellation, Returns and Refund policy below.

You have the legal right to cancel your order within 14 days from the date you receive your goods.

If you wish to cancel your order within this 14-day period because you have changed your mind:
•    Return the Goods to us using the Returns Document and Pre-Paid Returns Label included with your Goods within 14 days from the date you received your Goods. 
•    Goods must be returned in their original condition and packaging, unless faulty or not as described.

We will refund:
•    The full purchase price of the goods.
•    The standard delivery charge (if applicable).

Refunds will be issued within 14 days of us receiving the cancelled goods.
The refund will be issued to your original payment method.

 

After that?

We don't accept returns for unwanted items after the relevant cancellation period above. If you try to make a return, we may elect to send it back to your default delivery address and ask you to cover the delivery costs.

 

Condition of Return

Hygiene and our customers’ safety are super important, so certain items can’t be returned for refunds. In addition, where we do make any refund, we may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. You are only liable for any diminished value of the goods resulting from any handling other than that which is necessary to establish the nature, characteristics and functioning of the goods.

It's fine to try on an item like you would in a store, but please don't wear it too long. If an item is returned in an unsuitable condition (worn, washed, damaged, etc.) or outside of the return’s timeframe, we won't be able to give you a refund. If the item is sent back to you, you may be asked to cover the delivery costs.
 
We will inspect all returns. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a refund. In addition to the original packaging, all tags and labels should remain attached.

 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost. 

 

Want to exchange an item?

We don’t offer exchanges unless the item is faulty. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order!

 

Returning a faulty or incorrect item?

If your order arrives faulty, damaged, or incorrect, please return it to us as soon as possible so we can get this sorted for you. You have up to 30 days of receiving the item to let us know of the issue and to request a refund. We’ll either arrange a replacement (on faulty items only), or full refund (including any shipping costs).  Please note orders outside of this return policy’s timeframe may not be refunded.

 

How to Return

In the parcel you will find return instructions, a pre-paid returns label, please apply this label to the outer parcel. Please also include your return’s form inside the parcel.

Pack your items securely and drop them off at a FedEx location. To find the closest FedEx location to you please go to: Find FedEx location

Please keep the receipt as proof of postage for your records.

 

Refunds

Once your return is received and checked, we’ll process your refund to your original payment method.

Please allow 14 working days for the refund to appear in your account.

 

Need Help?

If you have any questions about your return, our customer care team is here to help. Contact us at: - Customercare@tobycarveryshop.co.uk

 

YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT

If you think there is something wrong with your product, you may contact us at: Customercare@tobycarveryshop.co.uk.

We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.