Refund policy
This Return and Refund Policy explains the procedures and rights applicable to purchases made through comfrtax.shop.
For return, cancellation or refund enquiries, contact:
Email: info@comfrtax.shop
Nothing in this policy is intended to restrict or exclude statutory rights available to consumers under applicable UK consumer law.
1. Statutory Right to Cancel Online Purchases
Customers purchasing qualifying goods through comfrtax.shop generally have a statutory right to cancel their distance contract without providing a reason.
For most qualifying goods, a customer may notify us of cancellation within 14 days after receiving the goods.
After notifying us of cancellation, the customer generally has a further 14 days to return the goods.
A customer may exercise this right by sending a clear cancellation statement to:
The message should identify the relevant order and clearly state that the customer wishes to cancel the purchase.
Using a particular return authorisation number or wording is not a condition of exercising statutory cancellation rights.
2. Return Procedure
To help us process a return efficiently, customers should contact info@comfrtax.shop before sending goods back.
We will provide appropriate return instructions and information concerning the return destination.
Customers should include sufficient order-identification information with the returned goods.
Goods should be appropriately packaged to reduce the risk of damage during return transit.
Customers are encouraged to retain proof of postage or another appropriate shipping record until their return has been resolved.
3. Condition of Returned Goods
Customers may examine goods to determine their nature, characteristics and functioning in broadly the same manner that they would reasonably be able to do in a physical shop.
UK guidance recognises that online customers are entitled to handle goods for this purpose.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make a lawful deduction from the refund for any resulting diminished value where permitted by applicable law.
Customers should therefore return goods with the original components, accessories and packaging where reasonably possible.
Missing original packaging alone does not automatically remove statutory consumer rights.
4. Return Shipping Costs
Where a customer returns non-faulty goods solely because they have exercised the statutory right to change their mind, the customer may be responsible for the direct cost of returning the goods where applicable and where the customer was properly informed of that responsibility.
Where goods are faulty, damaged, materially misdescribed, incorrect or otherwise fail to conform to applicable legal requirements, return costs will be handled consistently with the customer's statutory rights.
Customers should contact us before arranging a return of defective or incorrect goods so that we can provide appropriate instructions.
5. Refunds Following Cancellation
Once a valid cancellation and return have been processed, eligible refunds will generally include the amount paid for the returned goods.
If the customer paid an outbound standard delivery charge, the statutory refund may also include the standard delivery cost. Where the customer voluntarily selected a more expensive delivery service, the additional premium above standard delivery may not be refundable.
Because comfrtax.shop provides free standard shipping on all orders, customers will ordinarily have no standard outbound delivery charge to recover.
UK guidance states that refunds for cancelled online orders generally must be made within 14 days after the trader receives the returned goods, subject to applicable legal rules.
Refunds will normally be issued to the original payment method unless another method is expressly agreed and legally permissible.
Processing times after we issue a refund may depend on the customer's bank, card issuer or payment provider.
6. Faulty, Damaged or Misdescribed Goods
The statutory right to cancel an online purchase is separate from the customer's rights when goods are faulty or otherwise fail to meet legal requirements.
UK consumer law requires goods to meet applicable standards, including being as described and of satisfactory quality where those requirements apply.
Government guidance states that a full refund must be offered in appropriate circumstances where an item is faulty, not as described or does not perform as it should.
The Consumer Rights Act 2015 also provides a short-term right to reject qualifying faulty goods, generally subject to a 30-day time limit.
Depending on the circumstances and applicable law, remedies may include:
- Repair;
- Replacement;
- Price reduction;
- Partial refund; or
- Full refund.
To report a problem, customers should contact info@comfrtax.shop and provide their order information together with a reasonable description of the issue.
Photographs may be requested where they are reasonably useful for assessing visible damage, incorrect goods or defects, but this does not remove rights that cannot lawfully be restricted.
7. Items Damaged During Delivery
Customers should inspect delivered goods within a reasonable period after receiving them.
If an item appears to have been damaged during transportation, please contact info@comfrtax.shop as soon as reasonably possible.
Customers should retain the product and packaging while the matter is investigated if it is reasonable to do so.
We may request photographs of the item and packaging to assist with the investigation.
8. Incorrect Products
If a customer receives an item different from the item ordered, they should contact us promptly.
Where we confirm that an incorrect item has been supplied, we will provide an appropriate remedy consistent with applicable consumer law.
9. Missing Items
If a package arrives but an item included in the order is missing, customers should contact:
We will review relevant fulfilment and shipping information and provide an appropriate resolution.
10. Exceptions to the Statutory Change-of-Mind Right
Certain categories of goods may be excluded from the statutory cancellation right where the relevant legal conditions apply.
Examples recognised in UK guidance include certain:
- Personalised or custom-made products;
- Perishable goods;
- Newspapers or magazines;
- Unsealed software or similar sealed media; and
- Sealed hygiene or health-protection products after the seal has been broken.
An exception to the change-of-mind cancellation right does not remove statutory remedies where goods are faulty or otherwise non-conforming.
11. Sale and Promotional Products
Consumer statutory rights generally apply to sale items in the same manner as products purchased at full price.
Discounting a product does not remove legal remedies for qualifying faults.
12. Exchanges
Where practical, we may permit an exchange for another available product or variation.
Exchanges are subject to availability.
A customer does not lose any statutory refund, cancellation, repair or replacement right merely because an exchange option is offered.
13. Order Cancellations Before Dispatch
Customers wishing to cancel an order before dispatch should contact us as soon as possible at:
If an order has not entered a stage where cancellation is no longer practically possible, we will make reasonable efforts to stop fulfilment.
If an order has already been dispatched, customers may instead exercise applicable statutory return and cancellation rights after delivery.
14. Refused and Unclaimed Deliveries
Refusing delivery does not necessarily provide us with sufficient information to identify why the parcel was refused.
Customers who intend to exercise their statutory right to cancel should also provide a clear cancellation statement to us.
If a parcel is returned because delivery was refused, the address was incorrect or the parcel was unclaimed, we will review the circumstances before determining the appropriate refund or redelivery solution.
15. Proof of Purchase
We may request reasonable evidence that the product was purchased from comfrtax.shop.
UK guidance recognises that proof of purchase may include a receipt or other reasonable evidence of the transaction.
16. Abuse and Fraud
Nothing in this policy prevents us from taking reasonable action to investigate suspected return fraud, payment fraud or abuse of our services.
However, anti-fraud procedures will not be used to improperly deny statutory consumer rights.
17. Contact
Return and refund enquiries should be directed to:
comfrtax.shop
Email: info@comfrtax.shop
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