PHEMcare LTD (IEM Consultancy) Refund and Consumer Rights Policy V1.0

​

1. Overview

This refund policy outlines the rights and obligations of both the customer / client and the PHEMcare LTD in the event of a return, exchange, or refund. Our aim is to comply fully with UK legislation, including the Consumer Rights Act 2015, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable consumer rights laws.

​

2. Your Rights Under United Kingdom Legislation

As a consumer, you have the right to request a refund, repair, or replacement if the product you purchased is faulty, not as described, or doesn’t do what it’s supposed to. This right applies for up to 30 days after the purchase. For digital content, you also have the right to request a refund if the content is faulty.

​

3. Change of Mind and Cancellations

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for a full refund. You are responsible for returning the items in their original condition, and any associated return shipping costs unless the goods are faulty or misdescribed.

​

4. How to Request a Refund

To request a refund, please contact our team within the appropriate timeframe, providing your order number, proof of purchase, and details of the issue.

​

5. Processing Time

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your refund is approved, we will initiate a refund to your original method of payment within 14 days of receiving the returned goods. For faulty or misdescribed items, we will also reimburse any standard shipping costs incurred when returning the item to us.

​

6. Exceptions to Our Refund Policy

Certain types of goods are exempt from being returned unless they are faulty or not as described. These include:

• Customised Log Books

• Digital content once downloaded or accessed
   

7. Faulty or Misdescribed Goods

If the item you received is faulty, misdescribed, or does not meet the criteria set out under the Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement. Please contact us within 30 days of receiving the product to arrange for a return.

​

8. Your Obligations

When returning an item, you must ensure that it is packaged securely to avoid damage during transit. We recommend using a tracked delivery service to ensure the safe return of your item. If the item is not received in its original condition, or if it has been used beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct an amount from your refund.

​

9. Contact Information

If you have any questions or concerns about this policy, or if you need assistance with a return or refund, please contact our team at info@iemc.co.uk.

​

This policy is in accordance with UK legislation and does not affect your statutory rights. We reserve the right to update this policy in accordance with any changes to UK law or our business operations.

 

Authorised: 05/08/2024

Authorised by: N. FARR