Right of Withdrawal

If you are buying as a consumer in the UK, the Consumer Contracts Regulations 2013 give you a legal right to cancel an online order without giving any reason. This page explains that right in plain English.

The short version

You have 14 days from the day you receive your order to tell us you are cancelling, and a further 14 days after that to send the goods back.

Our own Return and Refund Policy gives you 30 days instead of 14. That is a voluntary extension on top of your legal right, not a replacement for it. Whichever is better for you is the one that applies.

When the cancellation period starts

It starts the day after your order is delivered. If your order arrives in several parcels, it starts the day after the last item arrives.

How to cancel

Email info@casaquip.com with your order number and a clear statement that you are cancelling. A sentence is enough. You do not need to use a special form and you do not have to give a reason.

We will confirm we have received your cancellation and send you the return address.

Sending the goods back

Send the items back within 14 days of telling us you are cancelling. Please use a tracked service and keep your proof of postage, because the goods remain your responsibility until they reach us.

You pay the cost of returning the goods when you are cancelling because you changed your mind. If the item was faulty, damaged or not what you ordered, we pay instead.

Looking at the goods

You are entitled to handle the goods as you would in a shop, to check what they are and whether they work. If you go beyond that and the value of the item is reduced as a result, for example by installing it, wiring it in or discarding its packaging, we may reduce your refund to reflect that.

Your refund

We refund the price you paid for the goods, plus the standard delivery cost you paid. Our delivery is free, so in practice this is the full item price.

We issue the refund within 14 days of receiving the goods back, or within 14 days of you proving you have sent them, whichever comes first. It goes to the payment method you used to order.

What this right does not cover

The legal right to cancel does not apply to goods made to your specification or clearly personalised, goods that deteriorate rapidly, or sealed goods that are not suitable for return once unsealed for health or hygiene reasons.

Faulty goods

This cancellation right is separate from your rights when something is wrong with an item. If goods are faulty, not as described or not fit for purpose, the Consumer Rights Act 2015 gives you further rights, including repair, replacement or a refund. Nothing on this page limits those rights.