Returns & cancellation
Consumer Contracts Regulations 2013 · Consumer Rights Act 2015
The summary, in plain English
You have 14 days from the day the parcel reaches you to change your mind for any reason at all. You have a further 14 days to post it back to us. We refund within 14 days of receiving the goods. That is the statutory minimum; in practice Iris tends to process refunds the same working day.
1. The right to cancel (statutory)
You may cancel any order placed at the cabinet within 14 calendar days of the day you (or someone you nominate) take physical possession of the goods. You do not need to give a reason. This right derives from regulation 29 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. How to tell us
Write to [email protected] with your order reference (MW-XXXXXX) and the items you wish to return. The model cancellation form below is provided for convenience but is not compulsory.
To: Eleanor Whitmore, 14 Henrietta Mews, Bath BA2 6LR.
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*] / received on [*],
Name of consumer(s) [*],
Address of consumer(s) [*],
Signature of consumer(s) (only if this form is notified on paper),
Date,
[*] Delete as appropriate.
3. How to send the parcel back
- Repackage in a sturdy box, ideally the one the cabinet sent.
- Use a tracked service — Royal Mail Tracked 48 is a sensible choice.
- Address it to: Eleanor Whitmore, 14 Henrietta Mews, Bath, BA2 6LR.
- You pay the return postage. Keep your tracking number until the refund arrives.
- Goods must be sent back within 14 days of you informing us of the cancellation.
4. The refund
We will refund the full price paid for the goods, plus the original outbound postage charge (capped at the cabinet's standard Royal Mail Tracked 48 rate of £3.95). The refund is issued by the same method you used to pay, within 14 days of us receiving the goods back. If you have only returned part of the order, the outbound postage is not refunded.
If the value of the goods has been diminished because you have handled them more than is necessary to establish their nature, characteristics and functioning (for example, scratching a console housing), we may make a corresponding deduction.
5. Faulty or wrongly-described goods
If something arrives faulty or differently from the catalogue description, you have a separate statutory right under the Consumer Rights Act 2015 to reject the goods within 30 days for a full refund (including the return postage we pay). Write to [email protected] with a clear description and we will arrange a pre-paid return label.
6. What we can't take back
The right to cancel does not apply to:
- Sealed digital media (CDs, DVDs, Blu-Rays, console game discs) whose factory seal has been broken — Regulation 28(1)(g).
- Goods made to your specifications (custom orders), if any.
This does not affect your statutory rights in respect of faulty goods.
7. Hardware warranty (separately)
All console hardware carries a 12-month working-order warranty from delivery. Faults that develop after the 14-day cancellation window but within the warranty period are dealt with under section 7 of the Terms of trade.