PART I – General Principles

Contents

1. Purpose

2. Scope

3. Consumer Rights

4. Right of Withdrawal

5. Withdrawal Period

Article 1 – Purpose

1.1

This Refund Policy explains the conditions governing withdrawals, returns, refunds and related consumer rights when purchasing products through Seventh Heaven Store (the "Store", "we", "us" or the "Business").

1.2

This Policy should be read together with our Terms & Conditions, Shipping & Returns Policy, Privacy Policy and Cookie Policy.

1.3

Nothing in this Policy is intended to limit or exclude any mandatory consumer rights provided under applicable consumer protection legislation.

Article 2 – Scope

2.1

This Refund Policy applies to purchases made through the Store unless otherwise expressly stated for a particular product or service.

2.2

Certain products or categories of products may be subject to specific conditions or statutory exceptions, as described in this Policy or as otherwise communicated before the purchase is completed.

2.3

Where mandatory provisions of applicable law provide consumers with greater protection than this Policy, the mandatory provisions shall prevail.

Article 3 – Consumer Rights

3.1

Consumers benefit from the statutory rights provided under applicable consumer protection legislation, including, where applicable, the right of withdrawal from distance contracts.

3.2

The Store respects all mandatory consumer rights applicable in the jurisdiction governing the transaction.

3.3

Any remedies offered voluntarily by the Store are provided in addition to, and do not replace or restrict, statutory consumer rights.

Article 4 – Right of Withdrawal

4.1

Where applicable consumer protection legislation grants a right of withdrawal, eligible consumers may withdraw from their purchase without providing a reason within the statutory withdrawal period.

4.2

The right of withdrawal applies only where the relevant legal requirements are satisfied and does not extend to products or transactions excluded by applicable legislation.

4.3

The exercise of the right of withdrawal shall be subject to the procedures described in this Policy and the applicable legal requirements.

Article 5 – Withdrawal Period

5.1

Unless a different period is required by applicable law, the statutory withdrawal period is fourteen (14) calendar days.

5.2

The withdrawal period is calculated in accordance with the applicable consumer protection legislation and the specific nature of the purchase.

5.3

To exercise the right of withdrawal, the customer must communicate the decision to withdraw before the applicable withdrawal period expires.

5.4

The burden of proving that the withdrawal was exercised within the applicable legal period remains with the customer, as provided by applicable law.

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PART II – Exercising the Right of Withdrawal

Contents

6. How to Exercise the Right of Withdrawal

7. Returning the Products

8. Customer Responsibilities

9. Inspection of Returned Products

Article 6 – How to Exercise the Right of Withdrawal

6.1

To exercise the statutory right of withdrawal, the customer must notify the Store of the decision to withdraw by means of a clear and unequivocal statement before the applicable withdrawal period expires.

6.2

The notification may be submitted using the contact details provided by the Store or, where made available, by using a withdrawal form or other communication method designated by the Store.

6.3

The customer should retain proof that the withdrawal notice was submitted within the applicable statutory period.

6.4

Upon receipt of the withdrawal request, the Store may provide further instructions regarding the return procedure, including the appropriate return address and any information necessary to facilitate the return.

Article 7 – Returning the Products

7.1

Following the exercise of the right of withdrawal, the customer shall return or hand over the products without undue delay and within the time period required by applicable consumer protection legislation.

7.2

Returned products should be packaged appropriately to minimise the risk of damage during transportation.

7.3

Where reasonably practicable, customers should return all accessories, manuals, promotional items and any other components originally supplied with the product.

7.4

Unless otherwise agreed or required by applicable law, products should be returned to the address communicated by the Store during the return process.

Article 8 – Customer Responsibilities

8.1

Customers are responsible for handling the products only to the extent necessary to establish their nature, characteristics and functioning, as permitted under applicable consumer protection legislation.

8.2

Customers may be liable for any diminished value of the returned products resulting from handling beyond what is reasonably necessary to establish the products' nature, characteristics and functioning, where permitted by applicable law.

8.3

Customers should take reasonable care of the products from the time of delivery until the products are returned.

8.4

Nothing in this Policy affects any mandatory consumer rights provided under applicable legislation.

Article 9 – Inspection of Returned Products

9.1

Returned products may be inspected by the Store upon receipt to verify their condition and determine the appropriate outcome in accordance with applicable consumer protection legislation.

9.2

The inspection may include verification of the returned products, their packaging, included accessories and any other components that formed part of the original order.

9.3

Where additional information is reasonably required to assess the return, the Store may contact the customer before completing the refund assessment.

9.4

The inspection process shall be conducted in a fair, reasonable and non-discriminatory manner and in accordance with applicable law.

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PART III – Refunds

Contents

10. Refund Procedure

11. Refund Method

12. Refund Timing

13. Deductions from Refunds

14. Delayed or Rejected Refunds

Article 10 – Refund Procedure

10.1

Where a refund is due under applicable consumer protection legislation or this Policy, the Store will process the refund after verifying that the applicable legal and procedural requirements have been satisfied.

10.2

The Store may postpone the reimbursement until the returned products have been received or until the customer has supplied satisfactory evidence of having returned the products, whichever occurs first, where permitted by applicable law.

10.3

Each refund request shall be assessed individually, taking into account the applicable legislation, the circumstances of the transaction and the information available to the Store.

10.4

Nothing in this Policy affects any mandatory statutory rights granted to consumers under applicable law.

Article 11 – Refund Method

11.1

Unless otherwise expressly agreed or required by applicable law, refunds will be made using the same payment method used for the original transaction.

11.2

Where the original payment method is no longer available or cannot reasonably be used, the Store and the customer may agree upon an alternative lawful method of reimbursement.

11.3

The Store will not charge any administrative fee solely for processing a refund where such fee is prohibited by applicable consumer protection legislation.

Article 12 – Refund Timing

12.1

Refunds will be processed within the time limits required by applicable consumer protection legislation.

12.2

The time required for the refunded amount to appear in the customer's account may vary depending on the payment service provider, financial institution or payment method used.

12.3

The Store shall not be responsible for delays caused by banks, payment providers or other third parties involved in processing the refund after the reimbursement has been initiated.

Article 13 – Deductions from Refunds

13.1

Where permitted by applicable consumer protection legislation, the Store may reduce the amount refunded to reflect any diminished value of the returned products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

13.2

Any such reduction shall be proportionate, objectively justified and determined on the basis of the specific circumstances of the returned products.

13.3

No deduction shall be made where prohibited by mandatory provisions of applicable law.

Article 14 – Delayed or Rejected Refunds

14.1

If a customer believes that a refund has not been received within the applicable time period, the customer is encouraged to first verify the status of the payment with the relevant financial institution or payment service provider.

14.2

Where necessary, customers may contact the Store so that the status of the refund can be investigated.

14.3

A refund request may be rejected where the applicable legal requirements have not been satisfied or where the customer is not entitled to reimbursement under applicable consumer protection legislation or this Policy.

14.4

Where a refund request cannot be approved, the Store will make reasonable efforts to explain the basis of its decision, where appropriate and permitted by applicable law.

SEVENTH HEAVEN STORE

Refund Policy

PART IV – Exceptions & Final Provisions

Contents

15. Products Excluded from the Right of Withdrawal

16. Defective, Incorrect or Damaged Products

17. Contact Information

18. Final Provisions

Article 15 – Products Excluded from the Right of Withdrawal

15.1

Certain products may not be eligible for the statutory right of withdrawal where such exclusion is expressly permitted under applicable consumer protection legislation.

15.2

Examples of such products may include, where permitted by law:

• Products made to the customer's specifications or clearly personalised;

• Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;

• Digital content supplied in a non-tangible medium where the legal requirements for the commencement of performance have been satisfied;

• Audio or video recordings, computer software or other sealed products that have been unsealed after delivery, where applicable legislation provides such an exception; and

• Any other products or services excluded from the statutory right of withdrawal by applicable law.

15.3

Where a statutory exclusion applies, the relevant information will be provided before the purchase is completed, where required by applicable law.

Article 16 – Defective, Incorrect or Damaged Products

16.1

Nothing in this Refund Policy limits any statutory rights available to customers where products are defective, non-conforming, incorrectly supplied or damaged.

16.2

Claims relating to defective, incorrect or damaged products shall be handled in accordance with applicable consumer protection legislation and the Store's Shipping & Returns Policy.

16.3

Where appropriate, the Store may request reasonable evidence, including photographs or other relevant documentation, in order to assess the reported issue.

16.4

Available remedies shall be determined in accordance with applicable legislation and may include repair, replacement, price reduction, reimbursement or any other remedy required by law.

Article 17 – Contact Information

17.1

Customers may contact the Store regarding withdrawals, refunds or any matter relating to this Refund Policy using the contact details published on the Store.

17.2

The final published version of this Policy will include all legally required contact information, including:

• Business Name;

• Business Address;

• Email Address;

• Telephone Number (where applicable); and

• Any additional contact information required by applicable legislation.

Article 18 – Final Provisions

18.1

The Store reserves the right to amend or update this Refund Policy from time to time in order to reflect changes in applicable legislation, judicial or regulatory guidance, operational requirements or business practices.

18.2

The most current version of this Refund Policy will always be available through the Store and will indicate its effective date.

18.3

If any provision of this Refund Policy is found to be invalid, unlawful or unenforceable, the remaining provisions shall remain in full force and effect to the extent permitted by applicable law.

18.4

This Refund Policy shall be governed by and interpreted in accordance with the applicable laws governing the Store, without prejudice to any mandatory consumer rights that cannot be excluded or limited by agreement.