Linenvale is a trading name of EMC Delivers Ltd, registered in Northern Ireland (Company No. NI647583), with its registered address at:

• 19B Annvale Road
  Keady
  Co. Armagh
  BT60 2SA
  United Kingdom

Email: eamonn@linenvale.net
Phone: +44 7351 840363

This policy sits alongside your legal rights and does not replace or limit them.

1. Cancelling your order– 14-day cooling-off period

If you are a consumer buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you the right to cancel your order without giving a reason.

For most goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel. If an order contains multiple goods that are delivered separately, the cancellation period generally runs from the day after you receive the last item.

Once you have told us that you are cancelling, you have a further 14 days to return the goods to us.

To cancel, email eamonn@linenvale.net with your order number and details of the items you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to.

If you cancel under your statutory cooling-off rights:

• We will refund the price paid for the goods.

• We will also refund the cost of our least expensive standard delivery option. If you chose a more expensive or upgraded delivery service, we are not required to refund the additional delivery cost.

• Unless we agree otherwise in writing, you are responsible for the cost of returning goods when you have simply changed your mind.

• You may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you could reasonably examine them in a shop.

• Where possible, please return goods complete and with their original packaging. Original packaging is not, by itself, a condition of exercising your statutory cancellation right, except where a specific legal exemption applies.

• We may reduce your refund to reflect any reduction in the value of the goods caused by handling beyond what would reasonably be permitted in a shop.

We will make the refund without undue delay and no later than 14 days after we receive the returned goods, or 14 days after you provide evidence that you have sent them back, whichever is earlier.

Cancelling before dispatch

If your order has not yet been dispatched, please contact us as soon as possible. If we are able to stop the order before dispatch, we will cancel it and refund you in full.

If the order has already been dispatched or cannot be stopped in time, your normal cancellation and return rights described above will apply.

2. Goods excluded from the 14-day cancellation right

The statutory 14-day cancellation right does not apply in certain circumstances, including:

• goods that are liable to deteriorate or expire rapidly, including certain perishable food and drink products;

• sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery;

• certain sealed personal-care, cosmetic, toiletry or baby-feeding products where, for health protection or hygiene reasons, they are not suitable for return once unsealed; and

• goods that, after delivery, have become inseparably mixed with other items.

Other statutory exceptions may apply depending on the type of product.

These exclusions do not affect your rights where goods are faulty, damaged, unsafe, not as described, or otherwise do not conform to the contract.

3. Faulty, damaged, expired or incorrect items

Please check your order as soon as reasonably possible after it arrives.

If an item is damaged, defective, past its use-by date, unsafe, not what you ordered, or otherwise not of satisfactory quality or as described, please contact us at eamonn@linenvale.net.

To help us resolve the issue quickly, please provide:

• your order number;

• the item name or SKU; and

• where appropriate, a photograph of the item, its outer packaging, and any relevant batch number, use-by date or other date code.

Under the Consumer Rights Act 2015, goods supplied to consumers must be of satisfactory quality, fit for purpose and as described.

If goods do not meet these requirements, you may have a 30-day short-term right to reject them and receive a refund, subject to the circumstances and applicable law.

After the initial 30-day period, you will normally have the right to request a repair or replacement. If a repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time, or would cause significant inconvenience, you may have the right to a price reduction or to reject the goods and receive a refund.

Where a fault becomes apparent within the first six months after delivery, the law will generally presume that the fault was present when the goods were supplied unless we can show otherwise. After six months, you may be required to show that the fault was present when the goods were supplied.

These rights may continue beyond six months and are not limited by this policy.

We will cover reasonable return costs for goods that are faulty, damaged or incorrectly supplied. Depending on the circumstances, we may provide a prepaid returns label or arrange collection.

For food, drink and certain hygiene-sensitive products, we will often be able to deal with the issue using photographs or other evidence without asking you to return the item.

Please do not consume or use anything that you reasonably believe may be unsafe. We will advise you whether the item needs to be retained or may be disposed of responsibly.

Where possible, please report shortages or damage caused in transit within 7 days of delivery so that we can investigate the matter promptly and raise it with the carrier. This is a request only and does not affect your statutory rights.

4. How to start a return

1. Email eamonn@linenvale.net with your order number and details of the item or items you would like to return.

2. We aim to reply within 2 working days with a returns reference and return instructions.

3. Unless we tell you otherwise, returns should be sent to:

Returns — EMC Delivers Ltd
19B Annvale Road
Keady
Co. Armagh
BT60 2SA
United Kingdom

Please contact us before sending a return where possible so that we can log it and match it to your order. Returns received without sufficient order or customer details may take longer to identify and process.

For returns where you are responsible for postage, we recommend obtaining proof of postage and using a tracked service where appropriate.

Please keep your proof of postage until your refund has been 

completed.

5. Refunds

Refunds will be made to the original payment method, unless we expressly agree otherwise.

For returns made under your statutory 14-day cancellation right, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods or, if earlier, 14 days after receiving evidence that you have sent the goods back.

Where permitted by law, we may make a deduction for any reduction in value resulting from handling beyond what is reasonably necessary to inspect the goods.

For faulty, damaged or incorrectly supplied goods, refunds will be processed in accordance with your rights under the Consumer Rights Act 2015 and other applicable consumer law.

Once we have issued a refund, card and PayPal transactions will typically appear within 3–5 working days, although the exact timing may depend on your bank, card issuer or payment provider.

If we have confirmed that a refund has been issued and you have not received it within a reasonable period, please contact us at eamonn@linenvale.net.

6. Exchanges

We do not currently operate a direct exchange service.

If you would like a different item, the quickest option is usually to return the original item for a refund, where you are entitled to do so under this policy or applicable law, and place a new order.

7. Customers outside the United Kingdom

If we sell and deliver goods to consumers outside the United Kingdom, additional mandatory consumer-protection laws in the country of delivery may apply.

Consumers in the Republic of Ireland and other European Union countries will generally have a 14-day right of withdrawal for qualifying distance purchases, subject to applicable legal exceptions, including certain perishable goods and sealed hygiene-sensitive goods once unsealed.

For a change-of-mind return, you will normally be responsible for return postage and any return-related charges where permitted by applicable law and where you were informed of those costs before purchase.

Where goods are faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required by applicable law.

Nothing in this section limits any mandatory consumer rights that apply in the country where you live.

8. Complaints

If you are unhappy with how we have handled a return or refund, please email eamonn@linenvale.net.

We aim to respond to complaints within 5 working days.

If we cannot resolve the matter between us, consumers in Northern Ireland can seek advice from Consumer line on 0300 123 6262.

Consumers in England and Wales can contact the Citizens Advice consumer service on 0808 223 1133.

Nothing in this policy affects your statutory rights.

Model Cancellation Form

Complete and return this form only if you wish to cancel your contract.

To:
EMC Delivers Ltd
19B Annvale Road
Keady
Co. Armagh
BT60 2SA
United Kingdom

Email: eamonn@linenvale.net

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:

Ordered on / received on (delete as appropriate): ______________________

Order number: ______________________

Name of consumer(s): ______________________

Address of consumer(s):

Signature of consumer(s)

(only if this form is submitted on paper):

Date: ______________________