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Cancellation and Returns

Ideal World is committed to selling quality products which we hope you will love. However, we understand that there may be a time when you change your mind and need to exchange or return something you have bought. Please follow our simple Returns Procedure as detailed below. If you require assistance you may contact our Customer Services Department. We also recommend that you keep your Despatch Note), or note the order number (which can be found on your Despatch Note) as you might need it as proof of purchase in the event of any after-sales queries.

Cancellation

Under the Consumer Contracts Regulations 2013, you have a consumer right to cancel your order and obtain a refund for any item purchased on this website (apart from the exceptions listed below) whether ordered over the telephone or internet.

You are entitled to cancel your contract if you wish provided that you exercise your right to cancel no longer than 14 days after the day on which you receive your goods, or in the case of a multiple order, the last part of the order (other than any goods which you have pre-ordered which will have separate cancellation rights).

If you wish to cancel your order, you must inform us of your decision by a clear statement (e.g. a phone call, or letter sent by post or e-mail). You may use the model cancellation form below, but you don’t have to. Please also quote your order number when advising cancellation.

You should let us know that you wish to cancel before the cancellation period stated above has expired. If you want to put this in writing, this should be sent to us at Customer Services, Ideal Home House, Newark Road, Peterborough, PE1 5WG or email [email protected].

•  If you cancel your order

We will refund the price you paid for the goods for which you are cancelling (subject to certain possible deductions which are detailed in these terms), including the costs of delivery to you. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by you handling them in a way which would not be permitted in a shop – for example if the goods have been used or parts are missing.

We will process your refund as soon as possible and in any event not later than 14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide satisfactory evidence that you have sent the goods back to us. If you cancel your contract before goods have been sent to you, we will process your refund no later than 14 days after the date you informed us about your decision to cancel your order.

We will make the reimbursement using the same means of payment as you used for the initial transaction.

• We may withhold your refund until we have received the goods back or you have supplied satisfactory evidence of having sent back the goods, whichever is the earliest.

You should return the goods to us at your cost (following the Returns Procedure below) or hand them to us at our address Ideal Home House, Newark Road, Peterborough , PE1 5WG within 14 days of cancellation. You must take reasonable care of the products, and return them undamaged to us .We request customers to return the products with their original packaging and to ensure that the package is sufficiently robust to minimise the risk of transit damage. Please note that goods are returned to us at your risk and we may make a deduction from the reimbursement for goods that are returned to us damaged.

A copy of our cancellation form can be found here.

Please note that the right to cancel does not apply to the following products types:

   Type Of Goods

   Non- returnable

   CDs/CD-ROMs/DVDs/computer software

   If pack is unsealed

   Perishables (fresh food, plants, flowers)

 

   Personalised or customised items, or items made to customer specifications

 

   Jewellery

    If security tag removed

   Sealed goods which are not suitable for return due to health protection or hygiene reasons e.g. swimwear, underwear, earrings

   If pack is opened or hygiene strip removed

   Mobile phones

   If product is used or SIM card pack opened

   Periodicals/magazines/newspapers

 

   Concert/Event Tickets

 

As a consumer, you have legal rights in relation to goods that are faulty or not as described. These returns exceptions do not affect these consumer rights.

If you have an order query, please contact Customer Services.

Faulty products - Sale of Goods Act rights

You also have rights under the Sale of Goods Act for repair, replacement or refund of faulty goods. This applies to goods that are found to have an inherent fault dating from the time of manufacture, and excludes damage or faults arising from misuse of the goods or normal wear and tear. Please contact Customer Services and they will advise on the best way to deal with any products that are considered to be faulty.

Returns Procedure

Exchange: If you wish to exchange the product for a different variant (size, colour, etc) please return the product to us and enclose the Returns Slip found on the Despatch Note shipped with the product, indicating the required size/colour/etc. The replacement will be sent free of charge.

Damaged/Faulty: If the product is damaged / faulty or the wrong item has been sent to you and you require a replacement, please contact Customer Services to arrange the most suitable returns procedure. When returning the item, please enclose the supplied Returns Slip giving details of the damage/fault. The product will be replaced or repaired and sent back to you free of charge. If no replacement stock is available, a refund will be issued.

Please note that if you return goods to us that are found not to be faulty on inspection by us, we reserve the right to deduct the cost of collecting the item from you from any refund we make in respect of those goods.

Replacement: If you want an immediate replacement, please contact Customer Services to process a new order. You will be charged for your new order and then refunded on receipt of your original item.

Bulky/large items: Please contact Customer Services to arrange the most suitable returns procedure. Please note that you will have to pay for returning the item to us if you are cancelling your contract.

Postage: Customers are responsible for paying return postage (unless otherwise stated). Where you are returning a large or bulky item which cannot be returned by post, we can arrange collection of the item from you, but this will be at your cost. We may deduct this cost from the reimbursement we make to you for the goods. Please contact Customer Services (email [email protected]) if you wish to arrange a collection or to discuss return of an item.

Instructions for filling in the Returns Slip can be found on the Despatch Note. Once filled in simply tear off the slip and place in the parcel. Pack the parcel securely and attach the Returns Address Label to the front of the parcel.

Return methods

Please choose your preferred methodof return from the following options:

1.  Local ParcelShop drop off*: £2.99 inc vat and insurance To arrange please go to  returns.myhermes.co.uk/returns/idealworld and follow instructions. Notavailable in Channel Islands or Isle of Man.

2.  Courier collection from your doorstep*: £2.99 inc vat & insurance. To arrange please go to  returns.myhermes.co.uk/returns/idealworld and follow instructions. Not available in Channel Islands and Isle of Man.

3. Royal Mail: To return via Royal Mail simply peel off the returns addresslabel from your despatch note and affix to your parcel. Please note this is not a pre-paid label and you will need to pay postage costs. You can then send from any post office. Remember to retain proof of postage for your records.

4. Collect+: You can also return a range of products by using one of the 4,500Collect+ parcel drop points within the UK. For even more convenient returns,many of these have extended hours and are open 7 days a week.

Collect+

Collect+ enables you to return a range of products by using parcel drop points at more than 4,500 local stores across the UK. To make returning easier for you, many of these shops have extended opening hours and many are open 7 days a week.

How to Return Using Collect+

1. Complete your returns advice note and include in your parcel.

2. Peel off the Collect+ returns label and stick it on to your parcel.

3. Take your parcel to any of the stores offering the Collect+ service. You can find your nearest store at http://www.collectplus.co.uk/

4. You will receive a proof of postage and a code so you can track your return online at www.collectplus.co.uk/track/new

5. Your refund will be processed on receipt of your returned parcel at Ideal World.

Conditions for using Collect +

•  Parcels must be no larger than 50cm x 30cm x 30cm.

•  Parcels should weigh no more than 10kgs

•  Parcels must have the appropriate Collect+ label attached.

•  You have 14 days from receipt or your parcel to return your items using your Collect+ label (this will expire after 14 days).

Please Note:

•  Parcels that do not meet the above conditions will be rejected at the Collect+ point.

•  If your product is damaged or faulty or you have been sent the wrong item, please contact Customer Services.