Politique de remboursement

Refund & Returns Policy

At ISERAE LTD, we want you to shop with confidence. This Refund & Returns Policy explains your rights when purchasing from us and how we handle cancellations, returns and refunds. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

If you need to return an item or request a refund, please contact us before sending anything back. You can reach us at info@iserae.com or by telephone on 01908 880208. Please include your order number, your full name, a description of the issue and photographs where appropriate. We will provide you with the correct return instructions and return address.

For most goods purchased online, UK consumers have the legal right to cancel their order within 14 days of receiving the goods, unless an exception under UK law applies. If you wish to cancel your order, you must notify us within this 14-day period. Once you have informed us that you wish to cancel, the goods should be returned within 14 days. Returned items should be packaged securely to help prevent damage during transit.

Customers may inspect products as they reasonably would in a physical shop to determine their nature, characteristics and suitability. Returned products should be kept in good condition and include all accessories supplied with the order. Original packaging is appreciated where reasonably possible but is not required where this would affect your statutory rights. If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make a deduction from the refund to reflect any reduction in value where permitted by law.

Unless an item is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers are responsible for the direct cost of returning unwanted items. We recommend using a tracked postal service when returning products, as ISERAE LTD cannot accept responsibility for items lost or damaged in transit back to us.

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible. Include your order number, a description of the issue and photographs where appropriate. Depending on the circumstances, we may offer a replacement, exchange, repair where appropriate, or a full or partial refund in accordance with your statutory rights.

Once returned goods have been received and inspected, eligible refunds will be processed without undue delay using the original payment method unless otherwise agreed. Where a cancellation is made under applicable UK consumer cancellation rights, any refund will include the original standard delivery charge where required by law. Any upgraded delivery services selected at checkout, such as express shipping, are generally not refundable beyond the cost of standard delivery. Please note that banks and payment providers may require additional time before refunded funds appear in your account.

All returned items are inspected upon arrival to verify their condition and eligibility for a refund or exchange. This helps ensure that refunds are processed accurately and fairly.

Pre-order products are clearly identified before purchase. Release dates are supplied by publishers, manufacturers or distributors and may change without notice. If a release date changes, we will dispatch your order as soon as stock becomes available. Customers retain all applicable statutory cancellation and refund rights. Where an order contains both pre-order and in-stock items, dispatch arrangements will be as stated on the relevant product page or selected shipping option.

If your order contains multiple products, you may return eligible items individually. Refunds will apply only to the returned items that qualify under this policy and applicable law.

Certain products may be exempt from cancellation or return rights where UK law provides an exception. This may include personalised or custom-made products, sealed goods that are unsuitable for return for health or hygiene reasons once opened, or other products where a legal exemption applies. Any applicable restrictions will be clearly communicated before purchase where required.

Purchasing an item at a discounted, promotional or sale price does not remove any statutory cancellation or return rights you have under UK consumer law.

Gift cards and digital gift vouchers are generally non-refundable once purchased unless required by applicable law.

For international orders, customers remain entitled to any rights required under applicable law. Please note that customs duties, import taxes and similar charges collected by customs authorities are generally non-refundable by ISERAE LTD.

If you experience any issues with your order, we encourage you to contact us first so that we can resolve the matter as quickly as possible. Our aim is always to provide a fair, transparent and customer-focused service. Where appropriate, we may choose to offer a goodwill gesture beyond our legal obligations; however, this does not create an ongoing entitlement for future orders.

If you have any questions regarding this Refund & Returns Policy, please contact ISERAE LTD at info@iserae.com or call 01908 880208. We are always happy to help.