Return of FAULTY GOODS bought IN STORE at any time:
- Initially please contact the shop directly 01768 862063 and speak with a member of staff or email @cowperspenrith.co.uk. A member of staff will ask you questions about the problem which they may be able to resolve over the phone
- If we are unable to resolve the issue over the phone, ask a member of staff to email or post you a Returns Note. Then either:
Option 1 – Return item in person to Cowper’s Chemist, 49-50 King Street, Penrith, Cumbria CA11 7AY together with your completed returns note
Option 2 – Return via Royal Mail at your own cost. Cost will be variable and you will have the option to make the package trackable. Enclose your returns note and take your parcel to your local Post Office. Please ensure you ask for proof of postage. We regret that we cannot be held responsible for returned goods lost in transit.
- In some cases the manufacturer/supplier may require us to return the item(s) to them before repair or replacement can be agreed. In order to comply with Health & Safety regulations, any faulty items being returned for assessment must be in a clean and dry condition
- We shall initially replace or repair faulty items within 6 months of purchase or within the Manufacturer’s Warranty timescale
- If a replacement or repair is not appropriate a refund shall be offered providing the customer has proof of purchase (receipt)
- We can only process refunds via the original payment method used for the purchase.
We do not have to offer a refund if customers:
- are clearly made aware, prior to purchase, an item is reduced in price due to a known minor defect such as a scratch/dent etc. No item will be sold if any defect affects the operation of the item and no item will be sold if knowingly faulty
- damage an item by trying to repair it themselves or getting someone else to do it (this will also affect any warranty left)
- purchase items in the shop then decide they no longer want an item (e.g. because it’s the wrong size or colour)
- None of the above affect your statutory rights for faulty goods
At all times we will treat customers fairly and with respect.
We will not tolerate any abuse towards our staff members who are entitled to be treated with the same courtesy as they show to customers.
