Changing your mind
For standard, non-personalised products, tell us within 14 days after delivery if you wish to cancel. You then have another 14 days to send the goods back. You do not need to give a reason. The same cancellation rights apply to sale items. Our products are made to order, but making a standard design after you order does not remove your right to cancel. The exception for change-of-mind cancellations is limited to goods made to your specifications or clearly personalised; personalisation or custom alterations are not currently offered.
How to return
Email hello@theroyaltan.co.uk with your name, order number and the items you are returning. A clear statement that you wish to cancel is sufficient; the form below is optional. We will provide return instructions. Contacting us helps arrange the return and is not a requirement for discretionary approval of a valid cancellation.
Returns address: Royal Tan, 59 Three Arches Avenue, Llanishen, Cardiff, CF14 0NW, United Kingdom. Do not send change-of-mind returns to Inkthreadable, as it does not accept these on Royal Tan's behalf. You pay the direct cost of return postage for change-of-mind returns, including choosing the wrong size or colour. Keep proof of posting; a tracked service can help trace the parcel.
You may handle and try on an item as you would in a shop to assess it. If handling goes beyond what is necessary to establish the item's nature, characteristics and functioning, we may reduce the refund to reflect any resulting loss in value, as allowed by law. We will assess this individually; we will not automatically refuse a return because an item has been tried on. If you miss the cancellation or return deadline, contact us. This does not affect your separate rights relating to faulty, damaged or incorrect goods.
Refunds
We refund cancelled items to the original payment method. For a full-order cancellation, we also refund the standard outbound delivery charge paid. Any extra paid for premium delivery above the standard option is not refunded. We do not charge a cancellation or restocking fee.
We will process your refund without undue delay and within 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may take additional time to display the refund in your account.
Size and colour changes
We handle changes through a return and refund rather than a direct exchange. Place a new order for the size or colour you want. Availability and delivery charges for that new order apply.
Faulty, damaged or incorrect items
Contact us with your order number and a description of the problem. Photos can help us investigate, where you can provide them. Royal Tan covers reasonable return postage for faulty or incorrect items; contact us to arrange this. We will provide the remedy required by your consumer rights, which may include a refund, repair or replacement. Our supplier's own return deadlines do not replace your legal rights.
Optional cancellation form
To: Sean Edward Tregonning, trading as Royal Tan
Business address: 59 Three Arches Avenue, Llanishen, Cardiff, CF14 0NW, United Kingdom
Email: hello@theroyaltan.co.uk
I/We give notice that I/We cancel my/our contract for the following goods:
Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if submitting this form on paper):
Royal Tan is the trading name of Sean Edward Tregonning, a sole trader. Email hello@theroyaltan.co.uk. We aim to reply within three working days.