Refund and Returns Policy
Returns policy
We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.
If you have any questions about making a return, or about the contents of the policy, you can contact us via email on info@theblackcardcompany.com
If you are not happy with the way we deal with your return, you can raise a complaint. Please refer to our complaints policy for further details.
If you change your mind
This section sets out our policy on change-of-mind returns. Please refer to the sections below in
relation to faulty items.
Online purchases
Before despatch
If you change your mind after you placed an order online, you will have 3 hours after placing your order to cancel it. You can do this by emailing hello@blackcardcompany.com
If the order has not been despatched a refund will be sent to your original payment method.
After despatch
If you change your mind and would like to return an item that you have bought online, you should do so within 14 calendar days of receiving your item.
Returns by post
You can return your item by post by following the steps below
1. You should notify us that you intend to return the item within 14 days by email at hello@blackcardcompany.com or via the vendors email address.
2. Once you have notified us of your return, you will receive an acknowledgment and instructions confirming how and where to return your item. Returns should be made via Royal mail unless otherwise requested.
3. You must cover the postage and shipping costs of your return.
4. You should ensure that your item is returned to us within 14 calendar days of us acknowledging your return request.
5. We will conduct a quality check to ensure the item is in a sale condition.
Returns to our stores
If you change your mind and would like to return an item you can return it to the store it was purchased from, within 14 days of your purchase. The item must be unused and in its original packaging. You must provide proof of purchase. We will do a quality check in-store to ensure the item is still in a sale condition.
Processing your returns
Subject to the outcome of of the quality check, we will refund you via your original payment method. If you return the item by post, your refund will be sent to your original payment method within 14 days. If you return the item in-store, the store will refund via the original payment method whilst in store.
Exclusions
Please note that some online items may be excluded from our change of mind returns policy. If this is the case, this will be made clear to you at the time of purchase. Online items that are non-returnable in these circumstances include personalised items
This section does not affect your statutory rights.
How to return faulty items
We really hope that you will not need to return a faulty or damaged item to us. If you do so you should follow the instructions in this section.
If you are returning a faulty item within 30 calendar days of purchasing your goods you can request a full refund from us.
If you are returning a faulty item after this period you may request a repair or replacement from us in the first instance. If you are still not happy after the repair or replacement you may be entitled to all or some of your money back in accordance with your consumer rights.
Returns by post
You can return a faulty item to us by post. You can notify us of the fault hello@theblackcardcompany
Once we receive your returned item we will conduct a quality check and will notify you of the outcome. If you are entitled to a refund, this will be sent to your original payment method within 14 calendar days following the outcome of the quality check.
Returns to our stores
You can return a faulty item to our stores. Please make sure you bring your proof of purchase with you. We will conduct an assessment of the problem and a quality check.
If you are entitled to a return this will be sent to your original payment method within 5 business days.
If you are entitled to a repair or replacement we will usually arrange this within 14 business days following the outcome of the quality check.
Exclusions
Please note that some items may be excluded from our change of mind returns policy. If this is the case, this will be made clear to you at the time of purchase. Items that are non-returnable in these circumstances include:
Personalised items unless the personalisation is not as per original instructions
This section does not affect your statutory rights