How to cancel your order

If you are a consumer, you have the right to cancel your order within 14 days of receiving it, without giving any reason.

The 14 days run from the day you (or someone you name, other than the carrier) take physical possession of your package. If your order comes in several parts, the 14 days run from the day you receive the last part.

To cancel, tell us clearly before the 14 days are up. You can:

•          email help@scottishlaird.com

•          write to Dunans Castle Limited, Dunans Castle, Glendaruel, Argyll PA22 3AD, United Kingdom

•          telephone 01369 510511 (please follow up in writing so we both have a record)

•           or use either the model cancellation form here or our online cancellation form here.

You only need to send your message before the 14 days end. It does not matter if it reaches us afterwards.

If you cancel, we will refund everything you paid, including the standard delivery charge you paid on the way out. If you chose a faster delivery service than our standard one, we refund the standard cost, not the premium. We will refund you within 14 days of receiving the goods back, or of the day you supply evidence that you have sent them, whichever is earlier. We refund using the same payment method you used, and there is no charge for the refund.

You must send the goods back without undue delay and in any event within 14 days of telling us you are cancelling. You pay the cost of returning them. We may reduce your refund to reflect any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.

Two things you cannot cancel

Personalised items. Deeds and certificates are made to your specification using the names you give us. Once we have begun making a personalised item you cannot cancel it — unless it is faulty or not what you ordered. You confirm that you understand this when you place your order.

Digital deeds already sent. If you asked us to email your print-ready deed straight away, you lose the right to cancel that part of your order once we have sent it. You confirm this at checkout.

Separately: our 60-day promise

Quite apart from your legal right to cancel, if you are dissatisfied with your purchase for any reason we will refund you in full within 60 days of purchase, provided you return the Deed of Entitlement to us. We do not refund outbound postage and packing on a voluntary return under this promise.

This promise is given voluntarily, is more generous than the law requires, and does not affect your statutory rights.