Refund and Returns Policy

Refunds & Returns Policy
Last updated: 24 July 2025

1. Introduction
This policy governs your rights and our obligations under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 when you purchase goods from Carp Royal UK.

2. Your Cancellation Rights (Distance Selling)
You have the right to cancel any order for standard, non‑customised goods within 14 calendar days after the day you (or a third party you nominate) receive the goods. To cancel, you must inform us (by email or phone—see Contact below) before the 14‑day period expires. Once you’ve notified us, you have a further 14 days to return the goods to us.
Exceptions:

• Customised or personalised bait boats (e.g. bespoke paint or engraving)

• Perishable items or consumables (e.g. bait packs)

• Sealed goods unsealed after delivery for health or hygiene reasons (where applicable)

3. How to Make a Return

1. Notify us: Email info@carproyaluk.com with your order number, item(s) to return, and reason.

2. Pack securely: Use original packaging if possible.

3. Return address:
   Carp Royal UK
   Middlefarm Barns Lane
   Goosnargh
   Preston
   Lancashire PR3 2NJ

4. Postage:

   • If returning under your cancellation right, you bear the cost of return postage unless otherwise agreed.

   • For faulty goods (see “Faulty or Incorrect Items” below), we cover return postage.

4. Faulty or Incorrect Items
Under the Consumer Rights Act 2015, you have the right to a full repair or replacement if goods are faulty or not as described, for up to 30 days from delivery. Process: notify us (email or phone), provide photos if possible, and we will arrange a free return label. Remedy: at your choice, we will repair, replace, or refund the item, including original and return postage costs.

5. Refunds
Non‑faulty returns (cancellation): We will process your refund (excluding original standard delivery cost) within 14 days of receiving the returned goods.
Faulty or incorrect items: We will issue a full refund (including delivery costs) within 14 days of receiving the faulty item or proof of its return.
Refunds are made using your original payment method unless otherwise agreed.

6. Partial Refunds
We may partially refund if goods are returned in a used or damaged state beyond handling necessary to establish their nature, characteristics, and functioning, or if only part of an order is cancelled or faulty.

7. Clearances & Sale Items
Sale or clearance items are subject to the same legal rights. However, you cannot cancel an order for a personalised clearance item once production has begun.

8. Contact & Support
For any questions or to initiate a return:
Email: info@carproyaluk.com
Phone: 01772 863029
Online Support: Facebook Messenger via our Facebook page

9. Changes to This Policy
We may update this policy to reflect changes in legislation or our processes. The “Last updated” date above will be revised accordingly.