Refund policy

This policy applies to purchases made as a consumer. It explains the statutory rights available to you; we do not offer an additional change-of-mind return period or a discretionary exchange service.

Cancellation of an online purchase

You may cancel an eligible online purchase without giving a reason. Tell us within 14 days, beginning on the day after you, or a person you nominate other than the carrier, receive the goods. If goods from a single order arrive separately, the period begins on the day after the final item arrives. You may also cancel before delivery. Any longer cancellation period required by law remains available.

Send a clear statement of your decision to andrew@albionsavile.co.uk, or write to Nashdom Abbey, Nashdom Lane, Burnham, SL1 8NJ, United Kingdom. You may use the cancellation form below, but are not obliged to do so. Please include your name, order number and the items concerned to help us identify your purchase. Prior approval or a returns authorisation number is not required to exercise your right to cancel.

You must send the goods back without undue delay and no later than 14 days after telling us that you are cancelling. Sending them before that deadline is sufficient; they do not have to reach us within it. Return them to Albion & Savile, A.P.J. Keegan, Nashdom Abbey, Nashdom Lane, Burnham, SL1 8NJ, United Kingdom. Please retain evidence of posting. Statutory rules extending a deadline that falls on a Saturday, Sunday or public holiday apply.

Return postage

You are responsible for the direct cost of returning a change-of-mind purchase, including wooden boxes. Please arrange and pay for a suitable postal or parcel service. The cost is the amount charged by your chosen carrier; our £30 outward delivery charge is not a quotation for return postage.

Pack the goods securely, with suitable protection for glass lids and other fragile components. We recommend a service providing proof of posting and appropriate cover for the value of the goods. These recommendations do not make a particular carrier or insurance purchase a condition of your cancellation rights.

If goods are faulty, damaged on arrival or otherwise do not conform to the contract, the different arrangements below apply: we bear reasonable return costs.

Inspection and condition

You may handle the goods as reasonably necessary to establish their nature, characteristics and functioning, as you could in a shop. Opening packaging and reasonable inspection do not, by themselves, prevent a return.

Please return all items supplied with the product, including its presentation box and accessories, and retain labels where practicable. Original transit packaging is helpful but is not compulsory. Suitable alternative protective packaging may be used.

Where handling goes beyond reasonable inspection and reduces the goods’ value, we may deduct the resulting, evidenced loss of value from your refund, up to the price of the affected goods. Wear, staining, persistent odours, washing, alterations or damage may cause such a loss. We will explain any deduction. There is no automatic deduction simply because packaging has been opened or a label removed, and no restocking, administration or refund fee. Deductions will not be made where the law does not allow them.

Your refund

For a valid cancellation, we refund the price paid for the returned goods, subject only to any lawful deduction described above. If you cancel the whole order, we also refund the cost of our least expensive usual, generally acceptable delivery service. If you chose a more expensive service, the additional charge for that choice need not be refunded.

The £30 standard outward delivery charge for each wooden box is refundable when that box’s purchase is lawfully cancelled. The charge being payable on every box order does not make it non-refundable.

For a partial cancellation, we refund any outward delivery charge attributable solely to the returned goods; we do not refund delivery costs that would have applied to the goods you keep. We do not retrospectively charge delivery because a return takes an order below the complimentary-delivery threshold.

We may withhold reimbursement until we receive the goods or you supply evidence that you have sent them back, whichever occurs first. We then refund without undue delay, and no later than 14 days after that event. If we offer to collect the goods, or no goods have been supplied, reimbursement is due without undue delay and no later than 14 days after your cancellation notice. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

Bespoke and personalised goods

The statutory change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised, such as a garment cut to your individual measurements or an individually engraved box. This exception can apply from the making of the contract, including before production begins.

Ordinary stock ties and boxes are not excluded merely because they are handmade, ordered specially from stock, or selected from standard options. Any applicable exception will be explained before a commission is agreed. Rights concerning faulty, misdescribed or otherwise non-conforming goods remain fully available.

Faulty or incorrect goods

We must supply goods of satisfactory quality, fit for their agreed purpose and as described. Contact us at andrew@albionsavile.co.uk if something is wrong. Please describe the problem and provide reasonable evidence of purchase. An original receipt is not the only acceptable proof, and your rights do not depend on reporting a problem within 24 or 48 hours.

Where the statutory conditions are met, you ordinarily have a 30-day right to reject non-conforming goods for a refund. After that period, you will generally be entitled first to a repair or replacement, subject to the statutory rules on impossibility and disproportionate cost. If the applicable conditions are met—for example, an unsuccessful repair or replacement, or failure to provide a remedy within a reasonable time and without significant inconvenience—you may claim a price reduction or exercise a final right to reject. A lawful deduction for use may apply to a final rejection after the first six months.

We bear reasonable costs of returning non-conforming goods. Please contact us so that we can arrange collection or agree a suitable return method. This request does not restrict your statutory remedies. A refund under the statutory rejection rights will be made without undue delay and within 14 days of our agreeing that you are entitled to it, using the original payment method unless you expressly agree otherwise.

Damage caused solely by misuse, failure to follow appropriate care instructions, or normal wear does not itself establish a product fault. This does not exclude a separate defect for which we are responsible. Sale items have the same statutory protection as goods sold at full price.

Purchases and consultations in person

For a purchase concluded at our business premises, we do not provide a discretionary change-of-mind return or exchange service. Statutory rights concerning non-conforming goods remain. A contract concluded during a home or office visit may attract off-premises cancellation rights; these will not be removed merely because the consultation took place in person.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You may instead send any other clear statement of cancellation.

To: A.P.J. Keegan, trading as Albion & Savile
Nashdom Abbey, Nashdom Lane, Burnham, SL1 8NJ, United Kingdom
Email: andrew@albionsavile.co.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*) / for the supply of the following service (*):

Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.