DELIVERY AND RETURNS POLICY
Posting costs are worked out on an order by order basis depending on goods and quantity ordered and the postal service that is used at the time. Also calculated on location as we also sell internationally. All items will be well packed and checked before posting but should anything arrive with you damaged please let us know immediately, we will then contact the Courier / Postal carrier to investigate and send you a refund or replacement depending on the outcome of the investigation.
Returns will be dealt with on a case by case basis but normally we do not accept goods back that have been opened or used as we cannot re-sell them. Any unopened and un-used goods can be returned within 14 days of purchase at the cost of the customer returning them. Once the goods are received back and checked we will refunded the cost of the goods in full (we do not refund the cost of the original shipping). The goods must be returned in as new condition. Any goods sent back to us and found to be opened used or damaged will be returned to the customer, this is for the shop section only.
If you have a customised item then the new 13 June 2014 "the Consumer Contracts Regulations act", which implement the Consumer Rights Directive in UK law, came into effect, and is as follows-
Exemptions. There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel. These include, CDs, DVDs or software if you've broken the seal on the wrapping, perishable items, tailor-made or personalised items. So customised items do not come under the 14 day right to cancel directive.
A customised item made by CH comes under "tailor made or personalised items" and therefore cannot be returned for a full refund. If the customisation is damaged or has a fault on arrival then it can be sent back to us for repair. Under no circumstances can we issue a refund as the customisation, no matter how basic, cannot be put up for re-sale. The customer must be fully aware that when they commit to buying a custom product tailored to them, it cannot be returned for a refund, these rules also mirror paypal rules for returns, paypal will not issue a refund on a custom item.