Questions about Returns & Exchanges

• What’s your return policy?
• What happens if I don't like the items or they do not fit?
• Will I get back the original postage and packing charges that I paid if I cancel my order?
• Why don't you always offer free returns when most of your competitors do?
• How long does it take to process my returns?
• Where should I send my returns?
• Do I have to pay for postage if I want to exchange an item?
• What if I want to exchange my item for something cheaper or more expensive?
• How long do I have to exchange items?

WHAT’S YOUR RETURN POLICY?

We want you to be happy with your order and hope that you will recommend us to like-minded professionals within your industry.

As per the Consumer Contracts Regulations, we are sorry but tailor made and personalised items cannot be returned. For personalised products, content information is entered by you when ordering and for more detailed products we offer a proofing opportunity. We will always do our best to query anything that looks like it might be a mistake. However, with a high volume of orders we hope you appreciate that responsibility for the personalised content has to rest with you. So, dot those i’s and cross those t’s. Check, and check again, and maybe get a second pair of eyes to check too.

For any mistakes that we may have made with copy that you eagle eyed customers spot we will of course correct the issue and provide a refund as well as a replacement order free of charge. We only ask that you review your order as soon as possible upon receipt and notify us within 3 months. We aim to ensure that all products comply to current guidelines at the time of delivery and will be unable to provide a refund within the 3 month period if regulations beyond our control change during this time.

We have high standards of quality and have selected suppliers to provide the very best. If however, you find that something is below the quality you would expect please do let us know. We would like the opportunity to put things right by providing a replacement product.

WHAT HAPPENS IF I DON'T LIKE THE ITEMS?

Of course, we hope that you will love our different designs when it comes to personalised stationery. We do our best to provide an array of images to give you a good idea of how your finished product will look. You can print an example PDF too and if you are still really unsure we will be happy to provide a sample in the post too. As per the Consumer Contracts Regulations, we are sorry but tailor made and personalised items cannot be returned or exchanged.

For our non-personalised products, if you are not happy with these or they don’t fit the brief then we can refund your order if you notify us within 14 days of receipt of the product.

To cancel a service, such as a marketing campaign or website you have fourteen days from entering into a service contract in which you can cancel it. We will not start providing the service before the fourteen day cancellation period has ended, unless you have requested this. If you request a service starts straightaway, in this instance you will still have the right to cancel, but you must pay for the value of the service that is provided up to the point you cancel.

WILL I GET BACK THE ORIGINAL POSTAGE AND PACKING CHARGES THAT I PAID IF I CANCEL MY ORDER?

If you are in the European Union and you cancel your order within fourteen days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any). You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the fourteen days or if you only cancel part of your order (although you still have three months to return your goods and receive a refund for the cost of the goods). You can just send the products back to cancel.

WHY DON'T YOU ALWAYS OFFER FREE RETURNS WHEN MOST OF YOUR COMPETITORS DO?

We thought about this, but most companies that offer this absorb the costs in other areas – for example putting up the price of their products. We don’t want to do that, so decided to keep things as transparent as possible by letting you know from the offset that it’s our policy to charge for returns.

HOW LONG DOES IT TAKE TO PROCESS MY RETURNS?

We try to process returns as quickly as possible, but, it can take up to twenty-one days when we’re very busy.

WHERE SHOULD I SEND MY RETURNS?

If you are returning goods for refund or exchange please send them to:

We Know Dental
Marketing Print Solutions
The Cube
19 Love Lane
Cirencester
Gloucestershire
Gl7 1YP

DO I HAVE TO PAY FOR POSTAGE IF I WANT TO EXCHANGE AN ITEM?

You will have to pay for return postage yourself. However, we will happily post you out a different size or style for free, as long as they are not personalised items, as per the information above.

WHAT IF I WANT TO EXCHANGE MY ITEM FOR SOMETHING CHEAPER OR MORE EXPENSIVE?

As long as the item is not personalised, we will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one. That seems fair to us.

HOW LONG DO I HAVE TO EXCHANGE ITEMS?

As with returns, we offer you 30 days to make your mind up on non-personalised items.