Cancelling an order

Your right to cancel

If you are a consumer, you have the right to cancel your order within 14 days without giving any reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and equivalent laws apply across the European Union.

The cancellation period ends 14 days after the day you, or someone you name, receive the goods. If your order arrives in several parcels, it ends 14 days after the day you receive the last one.

Before your order is dispatched

Email support@ecghomeimprove.shop with your order number. If the order has not yet been dispatched we cancel it and refund everything you paid, usually the same day.

After delivery

1. Tell us you are cancelling before the 14 days are up, by email to support@ecghomeimprove.shop. You can use the model form below, but you do not have to.
2. Send the goods back within 14 days of telling us. We will give you the return address; it may be in another country. You pay the direct cost of returning the goods.
3. We refund you the price of the goods and the standard delivery charge you paid, within 14 days of receiving the goods back or of you giving us proof of postage, whichever is sooner. We use the same payment method you used, and you pay no fee for the refund.

If you chose a more expensive delivery option than our standard one, we refund only the cost of standard delivery. We may reduce a refund to reflect any loss in value caused by handling the goods more than was needed to check them, for example fitting them to a wall or applying an adhesive pad.

Model cancellation form

Copy this into an email if it helps.

After the 14 days

You can still return unused items within 30 days of delivery under our returns policy, and your rights for faulty goods are not affected by either time limit.