Returns and refunds

Returns

Our goal at Thistle & Broom, Ltd is to always ensure your complete satisfaction. If you received your item in perfect order and are not satisfied with your purchase, please contact us within 30 days of receiving your item via e-mail or phone. (If your item was damaged or defective upon receipt, please see below.)

Your returned item must be received in its original unworn condition by Thistle & Broom within 30 days of notifying Thistle & Broom of your intent to return to the following address:

Thistle & Broom
Edinburgh Quay
133 Fountainbridge
Edinburgh EH3 9BA

+44(0)131 208 0923

Thistle & Broom will not be held responsible for any shipping charges incurred in returning the item. Thistle & Broom will issue you a complete refund less shipping and 20% re-stocking fee upon receipt of your item as long as the item has not be damaged or worn. You will be notified via e-mail once the return has been processed. All returns will be issued in the same form of payment originally used for purchase within three weeks of Thistle & Broom receiving your returned item.

If you live within the EU, this returns policy does not affect your statutory rights (see below).

Refunds and Exchange policy

Items returned because they are damaged, defective or incorrect
Thistle & Broom does it utmost to ensure that all items arrive perfectly intact and of the highest quality. However, mistakes do happen and, when they do, we want to ensure that your Thistle & Broom experience is still satisfactory.

You must notify Thistle & Broom within 30 days of receipt of any damaged, defective or incorrect items. Upon notification, we will be happy to ship you a replacement at no cost to you. Some items may not be available immediately, especially custom and made-to-order items. All items will be replaced in the shortest time possible.

All items that were damaged, defective or incorrect upon receipt must be returned to Thistle and Broom, Ltd. within 30 days of receipt to:

Thistle & Broom
Edinburgh Quay
133 Fountainbridge
Edinburgh EH3 9BA

Upon receipt of the item, Thistle & Broom will be happy to reimburse you for any shipping charges incurred in returning the item with a valid receipt. All shipping charges receipts must be included with the original item. Customers are advised to insure items when returning them for their own protection. Since we replace your item immediately, Thistle & Broom reserves the right to charge you for the cost of the replacement item if you do not return the original item to us within 30 days of notifying Thistle & Broom of the exchange.

For customers living within the European Union only: Items returned within the seven-day cooling off period
By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights below.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:

  • where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
  • where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
  • we will refund only standard (Airmail) postage charges for items delivered outside the UK
We will not refund the cost of giftwrapping, delivery and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.

Your Statutory Rights

Cooling-off Period
By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for digital items (e.g. music files) where the item has been downloaded.

To cancel your purchase within the seven-working-day cooling-off period, please package the relevant item(s) securely and send it to us so that we receive it within seven working days of the day after the date that the item was delivered to you.

Please note that we cannot accept returns if you deliver them to us by hand.

For your protection, we recommend that you use an insured-delivery service if the value of the return is more than 50 GBP.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge - we cannot refund any priority, express or courier component of the postage charge.

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/ccp/
topics1/guide/homeshop.htm#cooling

An overview of the UK's online commerce regulations may be found at http://www.onlineshoppingrights.co.uk

Other statutory rights
For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website at: http://www.consumer.gov.uk/
consumer_web/shopping.htm#4