I

Your statutory right to cancel

If you are a consumer in the United Kingdom or the European Economic Area, you have the legal right to cancel your order for any reason within 14 days of receiving it. This is in addition to anything else set out in this policy.

To cancel, email support@theblackenedteeth.com with your order number, or use the model cancellation form in the appendix to our Terms and Conditions of Sale. You then have a further 14 days to return the goods to us.

When we receive the returned goods (or proof that you have returned them, if earlier) we will refund you in full, including the cost of standard outbound delivery, within 14 days. The refund is made to the same payment method you used for the order. You are responsible for the cost of returning the goods unless they are faulty, damaged or not what you ordered.

• Goods must be returned in their original, unused condition. We may reduce your refund if the goods show signs of unnecessary handling that has reduced their value.
• The 14-day cooling-off period does not apply to custom-made, personalised or engraved items (see section III).
• If your order was delivered in more than one parcel on different days, the 14 days runs from the day you receive the last parcel.

II

Goodwill returns and exchanges

If you change your mind after the 14-day statutory period has expired, we offer the following as a goodwill policy.

• You may return the item for store credit to the same value, or exchange it for a different item, provided it reaches us within 30 days of you receiving it.
• The item must be in its original, unused condition with its original packaging. If the packaging has been removed or tampered with we will not be able to accept the return.
• Return shipping is your responsibility. We strongly recommend a tracked service.
• For exchanges, if the new item costs more than the item returned, we will invoice you for the difference and for outbound shipping of the new item before it is dispatched.
• Sale items can be exchanged or returned for store credit only, within the same 30-day window. They are not refunded.

We aim to process returns within 5 working days of receipt and will email you to confirm.

III

Custom, personalised and engraved items

Custom-made, personalised and engraved items are made specifically to your request and cannot be resold. They are non-refundable and non-exchangeable for change of mind, and are not covered by the 14-day cooling-off period. This includes, but is not limited to, custom engraved plaques and custom engraved bones.

Your statutory rights still apply if a custom item arrives faulty, damaged or not as you ordered it. In those cases we will repair, replace or refund the item in line with section IV and your rights under the Consumer Rights Act 2015.

IV

Damaged, faulty or incorrect items

Risk in the goods only passes to you when you take physical possession of them, so anything that goes wrong in transit is ours to resolve, not yours. In every case below, please do not send anything back until we have confirmed the next steps.

V

International returns

If you are returning goods to us from outside the United Kingdom, please note the following.

• You are responsible for the cost of return shipping, which for heavier items may be substantial. We strongly recommend a tracked service.
• Any import duties, customs charges or sales taxes you paid on receipt of the goods are not refunded by us. These may be recoverable directly from the relevant tax or customs authority once the goods have been returned; please consult that authority for guidance.
• Mark the parcel clearly as "returned goods", using any equivalent wording your local customs authority requires. If we are charged UK import duty because the parcel was incorrectly declared on its way back, we may deduct this from your refund.

Where the goods are faulty, damaged or incorrect, section IV applies and we will refund reasonable return postage.

VI

Returning goods to us

Include your original packing note or a printed copy of your order confirmation email in the parcel. Returned items are checked on arrival.

VII

Refund timing and method

Where a refund is due, we process it without undue delay and in any event within 14 days of whichever comes first:

• the day we receive the returned goods;
• the day you provide evidence that you have returned them;
• the day we accept your cancellation, where no goods were dispatched.

Refunds are made to the payment method used for the original transaction unless you expressly agree otherwise. You will not incur any fees as a result of the refund. Depending on your bank, it can take a few further days for the refund to appear in your account.

VIII

Contact

Email support@theblackenedteeth.com with your order number. Our office hours are Monday to Friday, 8am to 4pm; we are closed on Saturdays, Sundays and Bank Holidays. All emails are answered within 2 working days.