Cancellations, returns and refunds

1.26 All customers have the right to cancel their order under the Consumer Contracts Regulations.

1.27 Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

1.28 To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired and provide a copy of your receipt for payment.

1.29 If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.

1.30 We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

1.31 Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you as soon as possible and in any event within 14 days of your cancellation.

1.32 You will not have any right to cancel an order for the supply of any of the following goods:

(a) the supply of goods that are made to the customer's specification or are clearly personalised.

(b) the supply of transport, vehicle rental services.

1.33 In addition you will lose your right to cancel if you:

(a) unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons.

(b) combine goods with other goods after delivery so that they become inseparable.

2. Damage & Inspection Policy

At Payless we take every precaution to ensure that your goods arrive safely. However, it is essential that you inspect your delivery before accepting it. This helps us resolve any issues quickly and prevents disputes over damage caused after delivery.

2.1. Checking Your Delivery

When your order arrives, please:

• Inspect the packaging and goods for any visible signs of damage.

• If there is damage, clearly mark the delivery note  as “DAMAGED” before signing.

• If you are unsure or unable to fully check the goods on delivery, sign as “UNCHECKED”.

2. Reporting Damage

If any items are damaged in transit, you must notify us within 72 hours of delivery. Please email us at weborders@paylessbm.co.uk with the following details:

• Your order number

• A clear description of the issue

• Photographs of the damage (including packaging if applicable)

We cannot accept claims for transit damage once items have been installed or used.

3. What Happens Next

Once we receive your damage report, our customer service team will assess the claim and provide one of the following solutions:

• A replacement for the damaged goods

• A partial refund where appropriate

• Collection of the damaged goods (where necessary)

4. Exclusions

We reserve the right to reject damage claims if:

• Damage is reported after 72 hours of delivery

• Goods have been installed or used

• No proof of damage (e.g. photographs) is provided