If you are enquiring about our publications or your publications order please contact our dedicated publications enquiry team at firstname.lastname@example.org
If you have any doubts about your statutory rights please contact your local Trading Standards department or Citizens Advice Bureau.
UK and EEA only - Statutory Cancellation rights and returns
If you live in the UK or another EU country, Iceland, Lichtenstein or Norway ('the EEA'), you have a legal right to cancel your order after you have received and inspected the goods. Please note that 'inspect' means examine, and does not permit you to use the goods. For the avoidance of doubt all goods returned must be returned with any seals unbroken. If your goods contain a seal and this has been broken your refund request will not be accepted.
Please note that no statutory cancellation rights apply to goods that have been made specifically to your requirements, design or measurements. Please note that you are under a legal duty to take care of the product, and this includes all packaging and labelling.
Care must be taken to ensure that the goods remain in the best possible condition. Please take particular care with goods which are easily damaged. If you need guidance on the best way to try any goods without damaging them, please contact our customer services team on the telephone number above.
Should you decide to return the goods you must notify us of cancellation in writing by post to:
Arthritis Research UK Trading Ltd c/o APS Chetham House, Bird Hall Lane, Cheadle Heath SK3 0ZP.
Or by email within 14 working days of receipt of the goods.
Please complete our cancellation form (DOCX 14 KB) to either print out for post or to attach to your email.
All goods will be examined on their return to us and the cancelation of an order is not accepted by us until we have examined the goods and informed you of our acceptance in writing. Following cancellation you are under a legal duty throughout the period of cancellation to retain possession of the goods and take reasonable care of the goods.
You must return the goods to us securely packaged, in a good condition consistent with your statutory duty to take care of them, at your own cost, by recorded delivery or by any other appropriate method so as to reasonably ensure that we receive them, as soon as possible after sending us your cancellation.
We would suggest that returning the goods with your cancellation notice may save you postage costs. If we accept your cancelation we will refund to you, as soon as we reasonably can, and within 30 days of accepting your cancellation, the sums paid by you in relation to the goods and any applicable delivery charges but less your cost of returning the good to us. For the avoidance of doubt, you are responsible for all costs associated with returning the goods to us.
If you do not return the goods within 21 days of your cancellation notice, we may choose to recover the goods from you, and if we do so, to charge you for the direct costs of doing so. We have a legal right to bring court action against you for breach of statutory duty if the goods are not recovered or have not been looked after, and wherever there is evidence of fraud we refer matters to the police for criminal prosecution.
This does not affect your statutory rights.
Returns and other contractual terms – rest of world
Returns (customers outside of the EEA only). The EEA cancellation rights set out above do not apply to customers living outside of the EEA. For non-EEA customers, we hope that you will be fully satisfied with your goods. If for any reason you are not satisfied because they are mis-described or faulty, we will be happy to accept a return from you in accordance with the following policy.
You must contact us as soon as possible to explain your concerns and your wish to return the goods by email to email@example.com If we reasonably agree with your concerns, we will confirm by email that you may return an item in its original condition and packaging, which must be sent to us within 14 days of us sending to you that written confirmation. On receipt of the returned item and verification that your concerns are genuine, we will issue an internet credit note or item exchange subject to our discretion. Unless we specifically agree otherwise by email, we will not grant refunds on goods received more than 14 days after we email you to confirm your return. We do not refund shipping or postal charges.
Returns dos and don’ts – all countries
In all cases, you are responsible for all costs associated with returning the goods to us.
You must contact us before returning any goods to us. You may return goods by mail to the returns address below. We recommend that you send your goods back by recorded delivery or a secure delivery method which requires a signature on delivery, as we cannot be held responsible for goods being lost or damaged before they arrive at our returns address. If at all possible, please include with the goods a copy of your internet invoice, cancellation notice (where applicable) or a written note of your name, address, e-mail address, order number, and reason for return. This enables us to identify the transaction and speeds up the process, and prevents fraudulent returns.
Please note that when posting return goods from outside the UK, you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK. If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. Because it is your responsibility to pay all customs duties, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Where you and we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for posting the exchange goods to you and you should include the appropriate postage amount for the outgoing postage of an exchanged item, or provide written authority for us to take the money from your account. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you. For the avoidance of doubt all goods returned must be returned with any seals unbroken. If your product contains a seal and this has been broken your refund request will not be accepted. Goods will not be accepted for returns that have been made specifically to a customer’s requirements, design or measurements. Where you return goods to us which are not the goods which we dispatched to you (which we can easily check), you will not have returned the goods, and accordingly will be deemed to have accepted the original goods which we sent you. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value goods are returned), and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.
Notice of cancellation and returns should be sent to:
Arthritis Research UK Trading Ltd c/o APS Chetham House, Bird Hall Lane, Cheadle Heath SK3 0ZP. If you have any problems with your goods or wish to discuss any issues with us, please call our Customer Enquiry Line on 0800 389 6692.
Damaged goods – all countries On receipt, if it is immediately apparent that the package is damaged, please do not sign for it as being in good condition, but mark on the delivery slip that it has arrived damaged. If you should receive an item that is not in perfect condition or was damaged prior to delivery, please email us immediately.
Fraud and delivery address – all countries In order to protect against fraud we reserve the right to insist that we post goods to the billing address of the credit card holder. We do check the address you give on your order before posting your goods to you. In the event that we have agreed a delivery address with you which is not the billing address, for example at your place of work, or at a friend’s or neighbour’s address, delivery to you will be deemed to have taken place on a signature being received at that address. Similarly if, at your request, you have given us specific delivery instructions which our courier follows, such as hiding an item in a specific place whilst you are out, it is your responsibility to make sure that you are happy with the security of any address, location or person to which you have asked us to deliver.