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Return & Complaints Policy

Returns and Complaints Policy for ComeIntoTheLight .net
Returns Policy:
Here at ComeIntoTheLight we understand that from time to time customers might buy an item that they might later decide is no longer wanted or needed.  With this in mind we will allow customers to return unwanted, unopened, products as long as all the policy and guidelines set down here are followed correctly. 
Under this policy you have the right to return products sent to you:
1. Items/products must not be unwrapped from their original packaging.
(Please be aware that once the product has been opened it belongs to you and we will not accept it back under this policy).
2. Postage costs will be deducted from the purchase price. Exception to this rule; 
      (a) A full refund will be credited if the item has not been dispatched.
      (b) A full refund will be credited to your account for future purchases. 
3. It is your responsibility to pay for the return postage.
4. It is your responsibility to obtain a proof of postage/recorded delivery for your returned product.
5. It is your responsibility to package the returned product correctly 
6. Customised Product:  
     (a) Because of the nature of customised products these will not be part of our returns policy.
     (b) You will have agreed to the product by email before it was made and sent out to you
     (c) You will still have the right to cancel the customised order before it is produced and your
payment credited to your account in full.
7. Refunds will be returned by the method they were made for the payment minus the P & P cost.
8. Accounts in credit will not be refunded at any time, but can be used for future purchases.
9. All refunds will be at the store’s discretion subject to the product being returned correctly under
the guidelines given here in this returns policy.  
10. Returns policy only applies for the 14 days, or 10 working days, after the product has been dispatched.  Unless cancelled prior to being dispatched.
11. You must contact us using the contact us page to proceed with the returns policy: we will not accept  returned products without this prior notice.
12. As with all terms and conditions; this policy could be changed or/and added to without prior notice and at any time.
ComeIntoTheLight returns policy is part of the terms and conditions for using this site: by using this web site you agree to these terms and conditions.
Complaints Policy:
We at ComeIntoTheLight know that from time to time something happens that shouldn’t. We are pleased that when this does happens we kept informed as this helps with the running of the web store and enhances the experience of shopping at our store for other customers. 
In the first instance please use the contact us page to outline your complaint and we will get back to you using the e-mail address you used on the form.
Please be assured that we take any complaint seriously and will endeavour to begin our investigation and will answer your e-mail as quickly as we can during normal office hours. 

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