they notify the retailer of their cancellation to return the goods - There are exemptions to online returns which include tailor made/personalised goods.

30 days right to reject:

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you buy your product.

Complaints policy:

If you are not entirely happy with your recent experience, please raise a complaint by contacting our store on 01722411378 or email us at hayballcyclesport@btconnect.com. We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 5 days, we will send you a final response detailing our resolution. If we are unable to provide you with a final response at 5 days, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.

FOS:

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.

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