Last updated: 17 August 2026
At Ayrshire FIlm Company, we want you to be happy with your purchase. If you change your mind about an item, or there is a problem with your order, you may be entitled to return it for a refund, replacement or repair.
This policy explains how returns, refunds and exchanges are handled for purchases made through www.ayrshirefilmco.org.
This policy is intended for customers in the UK and is subject to your statutory rights under applicable consumer protection legislation.
Nothing in this Returns Policy affects your legal rights as a consumer.
Under the Consumer Contracts Regulations 2013, when you purchase goods online, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
There are some exceptions to this right, including certain personalised, bespoke, perishable or sealed goods where the seal has been broken.
Your rights may also differ where goods are faulty, damaged, not as described or not fit for purpose.
If you change your mind about a purchase, you can contact us within 14 days of receiving your order to request a return, provided the goods are eligible for cancellation.
Items should be returned:
You may handle an item only as much as necessary to establish its nature, characteristics and functionality. If an item has been handled beyond what would reasonably be permitted in a shop, we may be entitled to make a deduction from the refund to account for any resulting loss in value.
If you receive an item that is faulty, damaged or not what you ordered, please contact us as soon as possible.
Please provide:
We will assess the issue and, where appropriate, offer a repair, replacement, refund or other appropriate remedy in accordance with your statutory rights.
You will not normally be responsible for reasonable return postage costs where an item is faulty, damaged or incorrectly supplied.
Certain products may not be eligible for cancellation or return under consumer law.
Depending on what we sell, this may include:
Where a product is subject to a specific return restriction, this will be clearly stated on the relevant product page where appropriate.
To request a return, please contact us at:
Email: [Returns Email Address]
Please include:
We will provide instructions on how and where to return your item.
Please do not send goods back without contacting us first, as this may delay the processing of your return.
For a change-of-mind return, you will generally be responsible for the direct cost of returning the goods to us, unless we have agreed otherwise.
If the goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, we will cover reasonable return costs where required by law.
We recommend obtaining proof of postage when returning an item, as we cannot be responsible for goods that are lost in transit before they reach us.
Once we receive and assess your returned goods, we will process any refund due to you.
For eligible cancellations under the Consumer Contracts Regulations, refunds will generally be made using the original payment method.
Where you cancel an online order within your statutory cancellation period, we will normally refund the standard delivery charge you paid for the original order. If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option available.
We may withhold a refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
Where permitted by law, a deduction may be made if goods have been handled beyond what is necessary to establish their nature, characteristics and functionality and their value has consequently been reduced.
We may offer exchanges for certain products, subject to availability.
If you would like to exchange an item, please contact us before returning it. If the replacement item is unavailable, we may instead offer a refund or another appropriate resolution.
For faulty or incorrect items, we will work with you to provide an appropriate remedy in accordance with your statutory rights.
Items purchased during a sale or promotional period are subject to the same statutory consumer rights as full-price items.
Any additional returns terms relating to promotional offers will be clearly communicated at the time of purchase and will not affect your statutory rights.
If an item was purchased as a gift, the refund will normally be issued to the person who originally placed and paid for the order.
If you received the item as a gift and would like to discuss an exchange or alternative arrangement, please contact us and we will do our best to assist.
If we accept orders from outside the UK, customers returning goods from overseas may be responsible for return postage and any applicable customs charges unless the goods are faulty, damaged or incorrectly supplied.
International returns may be subject to additional delivery times.
We aim to process returns and refunds as quickly as possible.
Once a return has been received and approved, please allow [X] working days for the refund to be processed. Your bank or payment provider may then take additional time to make the funds available.
Refunds made through PayPal may be subject to PayPal’s own processing times.
If you paid for your order using PayPal, your refund will normally be issued through PayPal to the original payment method.
We do not have access to your full PayPal payment details.
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Where we are able to cancel the order before dispatch, we will issue a refund using the original payment method.
If the order has already been dispatched, you may need to follow the standard returns procedure outlined above.
If you have any questions about returns, refunds or exchanges, please contact us:
[Business Name]
[Business Address]
Email: [Returns Email Address]
Telephone: [Phone Number]
Please include your order number whenever contacting us about an existing purchase.
We may update this Returns & Refunds Policy from time to time to reflect changes to our business, products or legal requirements.
The latest version will be published on this page with the date it was last updated.