How to cancel within the 14 day cooling off period:
Reporting a problem, issue or concern
online have had a trading presence on the internet since 2003. We are very
proud of our customer service and our highly trained staff will always endeavour
to solve any issues you may have.
our costs to a minimum and in doing so pass on the savings to our customers we
use an email reporting system.
Here is how it works:
If you wish to report a problem,
please do the following.
1. Log on
to your CQout account (my CQout)
on the active
3. After you have entered purchase history and underneath where it
says purchases you will see two buttons. “Recent and archived” Click on
4. At this point you may need to change the drop down box from the
current year if necessary.
5. Scroll down to the item you have bought from us and in the drop
down box to the right click on “contact seller” and send us an email.
emails are answered in rotation. Our office hours are Monday to Friday 9am until
Emails placed after 5pm will be
answered the next working day.
for unwanted goods - your 30 day money back guarantee
where stated in the product information that the 30 day money back guarantee
that unwanted goods are received by us in an unused, unopened and resaleable
condition within 30 days of delivery.
refund payment for the goods via the original payment method.
refunds will be made within 30 days of return of goods and will amount to the
cost of the goods, including VAT, less a 10% surcharge to cover handling costs
and further administration costs, this applies to all orders placed on account,
over the phone or online.
are sending items back to us we cannot accept liability for goods lost or
damaged during transit. You are advised to wrap the product carefully to avoid
also advised to return goods by recorded delivery, registered post, or by
courier. Proof of postage will not be accepted as proof of delivery.
Please remember to give us your name and
address, and a copy of your purchase receipt.
Guarantees and Warranties
guarantees and warranties are based on replacing parts, return and repair or
return and replace.
possible we will send a replacement part, otherwise it is the customer's
responsibility to return the goods for repair or replacement by a new or
are checked prior to delivery and then placed in packaging for distribution.
Upon delivery DO NOT sign for goods
if they appear damaged as doing so will be your acceptance that the goods are
notify us in writing within 12 hours if this may be the case. If the goods are
clearly damaged please refuse delivery
customer is responsible for return postage and packaging costs in full to us
for the machine and/or defective parts and for the return postage costs back to
keep original packaging as this may be required for returns. If you do not use
original packaging DAMAGE COULD OCCUR on its return journey, which the customer
is entirely responsible for.
warranty does not cover any loss, damage or injury caused by your neglect,
misuse, abuse, wear and tear or accident howsoever arising. General wear and
tear items are not covered by the warranty
Note: we reserve the right to
determine what is damage due to defective materials and what is due to product
misuse and abuse and our decision is FINAL.
Health and Hygiene reasons we are unable to accept the return of electric
blankets or heat pads which have been opened, unless it is faulty. If you wish
to return a blanket or heat pad it must not be taken out of the packaging.
are provided on the website so for your convenience we do recommend that you
ensure that the blanket meets your needs before you order.