Refunds & Returns Policy

1.0 Adoption of this policy

1.1 This policy was adopted by the Leadership Committee on 10th December 2013 and will be reviewed no later than 10th December 2016. This policy replaces any previously approved documents. This policy can be found in the staff handbook and is available for download from upsu.net/docs.

2.0 Introduction

2.1 UPSU operates a retail unit as well as an online shop, tickets and membership payment facility. This document outlines the refund policy to be adopted by these outlets.

2.2 Occasionally customers of these services may request a refund on items purchased through the retail outlets. UPSU must have a clearly defined structure for dealing with these requests.

2.3 This policy is in addition to the customer’s statutory rights.

3.0 Union Shop

3.1 For purchases made in the Union Shop where the customer wishes to return goods the item must be returned to the Union Shop with the original receipt within 14 working days of purchase.

3.2 Any returned items must be in an unworn and original condition with packaging and ready for re-sale with any security seals intact.

3.3 Please note that, for hygiene reasons, earrings and underwear are non-returnable.

3.4 On receipt of the goods, the Union Shop will provide a full refund of the amount paid or an exchange if required.

4.0 Online store

4.1 Under the United Kingdom's distance selling regulations customers have the right to cancel their order. To do so customers must inform the Union Shop in writing within 14 days from the day after receipt of the order either by post or email. Returning any item within 14 days will also be taken as notice of cancellation of a customers order (or part of the customers order).

4.2 Customers should quote order numbers on all correspondence.

4.3 All correspondence and returns should be sent to The Union Shop, Cambridge Road, Portsmouth, Hampshire, PO1 2EF

4.3 On receipt of the goods, the Union Shop will give customers a full refund of the amount paid or an exchange as required.

4.4 If a customer returns goods on which they have received a discount or offer, that discount or offer will no longer apply if the exchanged order falls below the discount or offer threshold.

4.5 The contract in respect of sale of goods between Union Shop and the customer requires that the customer return the goods to Union Shop on cancellation. This does not affect the customer’s statutory rights.

4.6 The item must be returned to the Union Shop with the original receipt within 28 days of purchase.

4.7 Any returned items must be in the original condition and packaging, ready for re-sale with any security seals intact.

4.8 Please note that, for hygiene reasons, earrings and underwear are non-returnable.

4.9 The customer must include the reason for return, the invoice number and the customer’s email address or telephone number. The customer should also identify if they wish to receive a refund or replacement.

4.10 Refunds will be made to the card that the original purchase was made on.

4.11 Customers should request a proof of postage certificate when returning goods to ensure all items returned are covered by the postage service’s insurance policies.

5.0 Personalised Merchandise

5.1 Due to the nature of personalised goods the Union will not accept returns for any personalised product other than those, which are damaged or faulty.

5.2 Damaged or faulty goods must be returned within 28 days with the original receipt in the original packaging.

5.3 A full description of the damage and fault must be provided with the return upon which the shop staff will inspect the damage and/or fault before making a decision on whether to accept the return.

5.3 Union shop staff will closely inspect all personalised merchandise for damage and faults before they leave the premises; all products are dispatched in appropriate packaging to avoid damage during postage.

6.0 Membership Fees

6.1 If a customer pays for a membership subscription to a Union club, society or other activity, they have in accordance with UK law, a 7 day cooling off period during which they have the right to cancel the subscription and receive a refund.

6.2 Customers do not need to give a reason to cancel the subscription.

6.3 If a customer does decide to cancel within the 7 days, the Union will refund their payment within 30 days of the cancellation.

6.4 If a customer paid by credit or debit card through the Union website, the refund will be made directly to the credit or debit card originally used within 30 days of cancellation. If the customer paid by any other means then the refund will be made by cheque, this will be posted to the customer within 30 days of cancellation.

6.5 The Union may refund membership cost up to 100% within a 7 day cooling off period. The 7 day period begins on the time and date of purchase.

6.6 An additional 14-day taster period is offered, the Union may refund up to 75 % of the membership costs within this period. For the sake of clarity the taster period begins 8 days after the time and date of purchase and ceases 21 days after the time and date of purchase. Thereafter no refund will be given.

6.7 Trials are considered by the Union as events and fall under the ticket purchasing policy.

6.8 If the customer chooses to cancel the purchase after 21 days of the original subscription then the Union will not refund the payment as it considered that the individual will have benefited from being an activity member by having access to member information, obtaining any associated member discounts, and participated in the activity.

7.0 Ticket Purchases

7.1 The Union has adopted a ticket purchasing policy, which also covers refunding tickets to Union events and promotional partner tickets sold through the Union Shop.