Refund policy
Returns and Refunds
How can I return an item?
Consumers have statutory rights (i.e. rights protected by law) to return items that are faulty. There are also statutory rights to return certain goods purchased online, so called “cancellation rights”. These statutory rights are explained below.
Alcove Art also offers customers return rights under our “Change of Mind” policy. This allows you to return products (subject to exclusions) within 30 days of purchase if you change your mind. See details of our policy and applicable exclusions below.
Please note that all refunds will be made back to the original tender type.
Your statutory rights
Cancellation Rights
Under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one from the moment you place your order until 30 days from the day of delivery of the goods.
When cancelling an order under these Regulations you are responsible for the cost of returning the goods to us or our cost of collection if the goods are ones which cannot normally be returned by post.
We will refund the cost of the goods including the standard delivery charge once the correct item(s) have been received by us. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing, or the goods or their packaging have been damaged.
Exclusions
This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:
• Personalised items or custom made products.
• Items with a hygiene seal that has been opened/removed.
If you wish to cancel your order please follow our returns procedure below. Where goods have been received, you must return the goods to us within 14 days of cancelling your order. Alternatively, you may post a Cancellation Form to Alcove Art, The Line Road, Meelin, Cork P51 E3V5 within the 30 day period.
Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.
Returning a faulty item
Alcove Art is committed to selling only high-quality products, but if an item is damaged or faulty on arrival we will refund, repair or replace it as described below.
If a fault develops within 30 days of delivery, please return the item with proof of purchase (your name, address and order number will suffice) and we’ll replace it or refund you.
After 30 days from delivery, we’ll repair or replace the faulty item on receipt of the item and proof of purchase. If a repair or replacement is not possible, you will be entitled to a refund.
After 6 months your statutory rights require you to prove the fault existed at the time of purchase/delivery. If you are able to evidence this, we will repair or replace the affected item and if this is not possible you’ll be entitled to a refund, although this amount may be reduced for any fair use.
Please note that we will only refund the delivery charge if the whole order is damaged or faulty. Please contact us to organise a refund or replacement. You can write to us via the website contact page, or you can email us at alcoveartonline@gmail.com.
Change of mind
Alcove Art's Change of Mind policy - Returning a product because you changed your mind
We hope you’re happy with your Alcove Art purchase, however, if you decide it isn’t right for you, you can return unwanted items within 30 days of purchase.
To return an item where you’ve changed your mind (after the statutory 30 day cancellation period if that applies to your purchase) you must:
• ensure the product is unused and in its original condition (including all packaging, and tags and hygiene and security seals intact – we are unable to provide a refund if a product’s hygiene or security seal has been removed, broken or visibly tampered with); and
• have your Alcove Art receipt or order confirmation – without this, we are unable to provide a refund under our Change of Mind policy.
We cannot accept a return under our Change of Mind policy for the following items:
• Personalised items or custom made products.
For health and hygiene reasons we are unable to offer “change of mind” refunds on the following items if the item has a hygiene or security seal, and the seal is no longer intact:
• Earrings
Delivery charges are not refunded under our Change of Mind policy. Delivery charges for products will only be refunded where the whole order is damaged or faulty.
The Alcove Art Change of Mind returns policy is in addition to, and doesn’t affect your statutory rights.
How do I return an item?
If you purchased an item online or by phone and subsequently returned it, your refund will be processed when the item is back with us and has been logged. This may take up to, but no more than 7 days. We'll send you an email to confirm once your item has arrived, been inspected, and a refund has been issued.
The correct item must be returned to us before we are able to process a refund. It is advisable to use a tracked and insured service to return an item, as in the event that we do not receive the returned item(s) we are not obligated to provide a refund. Please keep your proof of postage until your refund has been received.