CMG Leisure Ltd only offers a repair or replacement service on all products purchased within the warranty period.
Submit a warranty claim form here.
The warranty is valid for 12 months from date of purchase and only valid to the original purchaser, this warranty can not be transferred or extended. Your warranty will be void if you attempt to fix or open the product yourself.
Any products returned without a warranty claim form will be destroyed and warranty will be void.
Due to the intimate nature of the product and health / safety to our employees; any items returned under warranty need to be thoroughly cleaned. Any items on receipt that are found to contain bacteria will be scrapped and your warranty will be void. (you will receive an email report highlighting the reasons)
Mainland UK Warranty
Once we have confirmed your warranty, we will email you a return label, please ensure the product is clean and well packed, fix the label to the outside of the packaging and drop it at a UPS access point.
Europe & International Warranty
For international customers returning goods, you must mark the parcel and return form as a “Return” in order to correctly avoid customs charges. Should you encounter customs charges upon the entry of your parcel into the UK we will not be responsible for paying these and your goods will be returned to you and in most cases the courier will not refund your postage costs.
Replacements – Upon completion of the warranty form, one of our Customer Service Representatives will contact you. You will be offered a complete exchange of the item or be sent a new part. Instructions will be emailed to you.
Repairs – Each case will be assessed before determining if a repair is the best solution.
RETURNS & CANCELATION POLICY
If you are a consumer in the European Union, you have a legal right to a “cooling-off” period within which you can cancel your order within this time. This period begins once your order is complete and we have sent your order confirmation. You may also cancel for any reason before we send the Order Dispatched notification.
The cooling-off period ends 14 calendar days after you (or someone you nominate) receive(s) the goods. If the goods are being delivered in multiple packages the cooling-off period ends 14 days after the delivery of the last goods. However, if the product protective shrink wrap is removed, the cooling off period is void.
Returns – Should you change your mind after receiving your product within 14 days and the plastic hygiene wrap is still intact. Please contact one of our customer service representatives for instructions on what to do next. firstname.lastname@example.org
Klarna – Orders placed using Klarna cannot be exchanged. If you wish to change your item you will need to place a new order and return your original item for a refund.
Please do NOT return anything unless speaking to our Customer Service team first. email@example.com
Doxy By Me – For all customised Doxy products, you may cancel your order and make changes to your order before you receive your dispatch notification. Please contact customer service at firstname.lastname@example.org within 24 hours of placing your order. Once the order has been dispatched, there is no cooling off period due to being a customised item.
Receiving A Refund
To receive a refund you must inform us of your decision within the cooling off period. Please email email@example.com of your decision and include your name, address, email address, telephone number and order number. Cancellation is effective from the date you send an email.
IMPORTANT – You may lose your legal right to cancel if you have unsealed the goods after receiving them – Doxy products are sealed in plastic wrap for hygiene reasons.
Please ensure that you return goods to us no more than 14 calendar days after the day on which you have informed us that you wish to cancel. If you do not use our shipping label, you will need Proof of Postage.
CMG Leisure Ltd
Station Road, Kelly Bray
Refunds will be issued to you within 14 calendar days of the following the day on which we receive the goods back.
Remember, the goods remain your responsibility until we receive them. Refunds may be reduced if the packaging has been damaged due to improper protection when returning the goods.
Please note that if we issue a refund before we have received the goods and have had a chance to inspect them, we may subsequently charge you an appropriate sum if we find that the goods have been handled excessively.
Refunds under this will be made using the same payment method that you used when ordering the goods.