Refunds

Keep it. We'll refund you.

Fourteen days from delivery to change your mind, for any reason or none. Full refund, including what you paid for delivery. You do not send it back. A photo and your order number are enough. It stays with you. Give it to someone who is cold.

Last updated: {{DATE_MISE_EN_LIGNE}}

Why we do it this way

Sending a heated throw back across the country costs more than it saves, and it takes three weeks of your time to save nobody any money. So we stopped pretending it was a service.

This costs us more than a returns process would. We think it is worth it, because it means you can order without wondering what happens if you are wrong.

How to ask

Email {{EMAIL_REMBOURSEMENTS}} within 14 days of delivery.
Include your order number and a photo of the product.
We confirm within {{DELAI_REPONSE}} and start the refund.

You do not have to give a reason. Tell us one if you want to. It is how the next version gets better.

You can also use the cancellation form at the bottom of this page. You do not have to; an email saying you want to cancel is enough.

When the money arrives

The refund goes back to the payment method you used, in full, including standard outbound delivery. No restocking fee, and no credit note instead of money.

We process it within {{DELAI_TRAITEMENT_REMBOURSEMENT}} of agreeing the refund. The legal limit is 14 days and we treat it as a limit, not a target. Your bank may take another {{DELAI_BANCAIRE}} to show it.

If it is faulty, damaged, or not what you ordered

Same answer, and no time pressure from us.

Send a photo of the fault with your order number. We refund or replace, whichever you prefer.

Your legal rights sit underneath all of this, and we do not touch them. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of delivery you can reject a faulty item and take a full refund. After that you can ask for a repair or a replacement, and a refund if that does not work.

On top of those rights we give a commercial guarantee of two years from delivery against manufacturing defects. In addition to your legal rights, never instead of them.

The guarantee does not cover damage from use outside the instructions: a controller put through the wash, a cut or pierced heating wire, a scorched face, or use outdoors.

Your right to cancel, in the words of the law

You have 14 days from the day after delivery to cancel, without giving a reason. That is the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Those regulations allow a seller to ask you to send the goods back. We do not ask, except in the two cases below. Everything else in them applies exactly as written, and nothing on this page reduces it.

The two times we do ask for it back

We have a return address, and it is printed here rather than handed out on request. There are two situations where we use it.

A repeat request. Where one account, one address or one payment method asks for refunds again and again, we may ask for the product back before refunding, or stop selling to that account. We will say so, and say why.
A fault we need to see. If something failed and we want the unit examined, we will ask for it. And only then.

In both cases we pay for the return: we send you a prepaid label, you do not print anything, and you are never out of pocket. Nothing is deducted from your refund.

Returns address: {{ADRESSE_RETOUR_UK}}
Please do not post anything here without hearing from us first. A parcel that arrives unannounced cannot be matched to an order, and it delays your own refund.

That is the whole condition on this page. We would rather write it here than in small print somewhere else.

Cancelling before it ships

Email us before the dispatch confirmation arrives. We stop the order and refund in full, same day where we can.

Model cancellation form

You may use this form. You do not have to. Any clear statement works.

To CB Media Solution LLC, 5830 E 2nd St, Ste 7000 #21993, Casper, WY 82609, United States, {{EMAIL_REMBOURSEMENTS}}, or by post within the United Kingdom to {{ADRESSE_RETOUR_UK}}:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name:
Address:
Order number:
Signature (only if this form is sent on paper):
Date:

Questions

{{EMAIL_REMBOURSEMENTS}} · {{TELEPHONE}} · {{HORAIRES}}