10. Return of goods
10.1 Unless such return of goods is expressly permitted under the terms of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (‘the Regulations’) in accordance with clause 11.4, we will accept the return of goods from you only:
10.1.1 by our prior agreement (which must be confirmed in writing by us);
10.1.2 on payment by you of an agreed handling charge (unless the goods were defective when delivered); and
10.1.3 where the goods are as fit for sale on their return as they were on delivery.
11.1 Unless cancellation is expressly permitted under the Regulations in accordance with clause 11.4, you may not cancel the order unless we agree in writing (and clauses 3.2.2 and 11.2 then apply).
11.2 If the order is cancelled (for any reason) you are then to pay us for all stock, goods and materials (finished or unfinished) that we may then hold (or to which we are committed) for the order.
11.3 We may suspend or cancel the order, by written notice if:
11.3.1 you fail to pay us any money when due (under the order or otherwise);
11.3.2 you become insolvent;
11.3.3 you fail to honour your obligations under these terms.
11.4 Consumers only: In the case of internet, brochure and phone sales a consumer shall have fourteen days within receipt of goods or upon agreeing to proceed with a contract for services, to cancel the same whereupon any goods must in all cases be returned to us at the same branch of Howarth Timber they were collected from or ordered from (unless collection is arranged in accordance with clause 11.7) with you being fully liable for all costs incurred directly or indirectly in connection with such return ;
11.5 Consumers only: For the avoidance of doubt the right to cancel specified in clause 11.4 shall not apply in respect of any services provided within the fourteen day period referred to;
11.6 Consumers only: For the avoidance of doubt the right to cancel specified in clause 11.4 shall not apply in respect of any goods made to personal specification in accordance with clause 9;
11.7 Consumers only: In the event that you seek to cancel the contract in accordance with clause 11.4, you must email our Customer Services Team at [email protected] with a duly completed Cancellation Form (the form of which will be supplied by our Customer Service Team upon request) and confirm such cancellation in writing to the same branch of Howarth Timber that the goods were collected from or ordered from to organise collection or confirm that goods are to be returned. All goods to be returned must be notified to our Customer Services Team and returned within 14 days from the date of delivery or collection. No goods will be accepted for return if not notified and returned as aforesaid. A charge for collection will be made should you request branch collection by us. This charge will be waived if you return goods to the branch yourself. Goods must be unused and in the same condition as when delivered, in the original packaging and, if we are to collect, be available for the driver to collect from the roadside (with all necessary assistance provided by you). Refunds will be made within 14 days of collection and return of goods provided that you have complied with the provisions of these terms,
11.8 Under EU Regulations we are required to provide consumers with an electronic link to the Online Dispute Resolution (ODR) platform. You can submit a complaint via the Online Dispute Resolution platform, which can be found at https://ec.europa.eu/consumers/odr/main/?event=main.home2.show