Delivery & Returns

Delivery Information

Available delivery methods, charges and estimated delivery dates are displayed during checkout before you complete your order. Delivery times may vary depending on the destination and delivery service selected.

Please check your delivery address carefully before submitting your order. If your parcel is delayed, damaged in transit or appears to be missing any items, contact us at sales@on1shelf.com or call 028 3027 8150. Please include your order reference and, where relevant, photographs of the parcel and product.

Returns and Refunds

We hope you are satisfied with your purchase. However, if you change your mind or experience a problem with an item, the following policy explains how to request a return.

This policy is in addition to, and does not limit, your statutory consumer rights.

30-Day Change-of-Mind Returns

Consumers may request a return within 30 days of receiving an order. The first 14 days include your statutory right to cancel an online purchase. Returns requested between days 15 and 30 are provided under our voluntary returns policy.

• You must tell us that you wish to return the product within 30 days of receiving it.
• After notifying us, please send the product back within 14 days.
• For returns requested after the statutory 14-day cancellation period, products must be unused, complete and in a resaleable condition, with the original packaging where supplied.

Your Statutory 14-Day Right to Cancel

If you are a consumer who purchased online, you may cancel your order without giving a reason by notifying us within 14 days of receiving the goods. If an order is delivered in separate parts, the cancellation period begins when you receive the final part.

You may cancel by email, telephone, post or any other clear statement confirming your decision. You do not have to use our Return Authorisation Sheet or the model cancellation form provided below.

During this period, you may handle the product only as much as reasonably necessary to establish its nature, characteristics and operation. We may make a reasonable deduction from the refund if unnecessary handling has reduced the product’s value. We do not apply an automatic handling charge to statutory cancellations.

Return Postage

For change-of-mind returns, you are responsible for the direct cost of returning the goods. We recommend using a tracked service and retaining your proof of postage.

If the product is faulty, damaged, incorrectly described or we sent the wrong item, we will provide return instructions and cover reasonable return costs. Please contact us before returning such an item.

Refunds

Approved refunds will be issued using the original payment method unless another method is expressly agreed. You will not be charged a refund fee.

When an entire order is cancelled under the statutory cancellation right, we will also refund the cost of our least expensive standard delivery service. Any additional cost for express or enhanced delivery is not refundable unless the delivery service itself was not provided correctly.

We normally process refunds within 72 hours of receiving a returned product. In all cases, refunds will be made within the applicable legal deadline. We may withhold a change-of-mind refund until we have received the goods or you have supplied evidence that they have been returned, whichever happens first.

Faulty, Damaged or Incorrect Products

Products must be of satisfactory quality, fit for purpose and as described. If a product is faulty, damaged or incorrect, contact us with your order reference and details of the problem.

Consumers may have a short-term right to reject faulty goods within 30 days. After this period, you may be entitled to a repair or replacement and, where an appropriate remedy is unavailable or unsuccessful, a refund or price reduction. These rights are not affected by our voluntary returns policy or any manufacturer’s warranty.

Products Excluded from Change-of-Mind Returns

Unless faulty or incorrectly supplied, change-of-mind returns are not normally available for:

• Products made to your specifications or clearly personalised;
• Products that deteriorate or expire rapidly;
• Sealed products that cannot be returned for health or hygiene reasons once unsealed; or
• Products that have become inseparably mixed with other items after delivery.

These exclusions do not remove your rights where a product is faulty, damaged, incorrectly described or not fit for purpose.

How to Request a Return

Please provide your order reference, the products being returned and the reason for the return, if applicable:

Email: sales@on1shelf.com
Telephone: 028 3027 8150

We may provide a Return Authorisation Sheet to help us identify and process your return. Using this sheet is recommended, but your statutory cancellation rights do not depend on it.

Please return products securely packaged to:

On1Shelf.com – Returns
Unit 12, Cowan's Business Park
Camlough
Co. Armagh
BT35 7JJ
United Kingdom

Please remove or cover any previous delivery labels and include your order reference inside the parcel.

Replacement Products

Where a replacement has been agreed, it will normally be dispatched after the returned product has been received and inspected. This does not affect any statutory requirement to provide a remedy within a reasonable time and without significant inconvenience.

Business Customers

The statutory cancellation rights described above apply to consumers purchasing wholly or mainly outside their trade, business, craft or profession. Returns from business customers are subject to our business terms or any separate agreement made with us. Business customers should contact us before returning goods.

Model Cancellation Form

You may use this form to cancel a consumer order, but its use is optional. You may instead send us any clear statement confirming your decision to cancel.

To: On1Shelf.com, Unit 12, Cowan's Business Park, Camlough, Co. Armagh, BT35 7JJ, United Kingdom
Email: sales@on1shelf.com

I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods:

Products: ___________________________________________
Order reference: ____________________________________
Ordered on: _________________________________________
Received on: ________________________________________
Customer name: ______________________________________
Customer address: ___________________________________
Signature, if submitted on paper: _____________________
Date: _______________________________________________