Refund policy
Returns & Cancellation Policy (UK Consumer Contracts Regulations)
Your Right to Cancel
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to cancel, you must inform us of your decision within this 14-day period.
Once cancellation has been requested, you then have a further 14 days to return the item to us.
Conditions for Returns
Returned items must be in the same condition as when you received them: unused, unworn, with all tags attached, and in their original packaging. You must also provide proof of purchase.
You are responsible for any reduction in value of the goods if this is caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the item.
How to Cancel or Return an Item
To cancel or request a return, please contact us at:
Email: afp@allflutesplus.com
Phone: 020 7388 8438
Returns must be sent to the following address:
Unit 18 The Ivories
6 Northampton Street
London
N1 2HY
Items returned without prior notification will not be accepted.
Return Postage
Unless the return is due to an error on our part or a faulty or damaged item, you are responsible for the cost of return postage.
Refunds
Once we receive your returned item (or receive evidence that it has been sent back), we will process your refund within 14 days, as required by law.
Refunds will be made using the original payment method.
We will refund:
- The full cost of the item(s)
- The cost of standard outbound delivery
We do not refund:
- Premium or express delivery charges
- Return postage costs (unless the item is faulty or incorrect)
Damaged, Faulty, or Incorrect Items
Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged, or incorrect. In these cases, we will cover return postage and provide a full refund or replacement as appropriate.
Exceptions – Non-Returnable Items
Under the Consumer Contracts Regulations, the following items cannot be returned:
- Sale items
- Gift cards
- Items made to your specifications or clearly personalised (where applicable)
Exchanges
We do not offer direct exchanges. To receive a different item, please return the original item in accordance with this policy and place a new order.
Orders Outside the UK
We are unable to accept returns from outside the UK. This is due to import duty and VAT charges incurred upon re-entry, which cannot be reclaimed.
Orders delivered outside the UK are accepted on an irrevocable order basis.
Customer Rejection at Customs
If an order is refused or rejected at customs, a refund for the item will be issued once the item has been returned to us. Shipping and postage costs are non-refundable.