Delivery, Returns and Refunds Policy

Customer satisfaction is our goal at Happy Piranha and we love it when our customers receive their mail quick and in a satisfactory condition. Unfortunately, we do occasionally become the target of frauds or time wasters, which can be costly to a small business.

Because of this we have to have some terms and conditions to make sure that both our customers and us have a happy, fair and transparent arrangement. If you ever have problems with the postal system or are concerned about such matters please read below.

Estimated delivery times

Note: We produce all orders as fast as possible. Once dispatched your item is in the hands of the delivery service who we have no affiliation or influence over. They may experience delays due to unforeseen or uncontrollable circumstances such as weather, strikes and during busy times of the year. These delivery times are their predicted timings and serve as an estimate only. These are not a promise from us to the buyer. If you think your item may be lost please refer to the lost mails section. Please note delivery times are calculated in working days - this does not include weekends, bank and national holidays etc.

Royal Mail postage zones.

U.K: 3-4 working days

EUROPE: 1-2 weeks

WORLD ZONE 1:  2-3 weeks

WORLD ZONE 2: 2-3 weeks

For a more precise delivery estimate you may wish to refer to the Royal Mail website and select your destination country

For an up to date list of postage delays which may be affecting your delivery see the Royal Mail notice board.

If you have a tracking number, track your parcel here.

Our Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 25/04/2018.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can investigate.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Right to cancel

You have the right to cancel this contract within 14 days without giving reason.

Your legal right of return and refund as a consumer:

In addition to our Returns Policy, where you buy products from us as a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office. Note that we will not refund or be responsible for the cost of any postage, customs, duty or taxes incurred if the product has already been, packed, dispatched or shipped.


Cancellation right does not apply in the case of:

  • Customised candles
  • Any products which become mixed inseparably with other items after their delivery
  • Any products received through a competition or giveaway
  • Any products received through our rewards programme

Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:

Your Contract

End of cancellation period

Your Contract is for a single Product (which is not delivered in instalments on separate days).

The end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

Your Contract is for either of the following:

One Product which is
delivered in instalments on
separate days.

Multiple Products which are delivered on separate days

The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

Your Contract is for the regular delivery of a Product over a set
period.

The end date is 14 days after the day on which you receive the first delivery of the Products.

Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

 

Once you submit an order, we immediately prepare all stock items for delivery. You can cancel an order at any stage until delivery. If you would like to cancel an order, you just need to let us know that you have decided to cancel. The easiest way to do this is to contact our Customer Services team by email: info@happypiranha.com as soon as possible. If you are e-mailing us please include details of your order to help us to identify it. Alternatively, please complete the model cancellation form on our site.

MODEL CANCELLATION FORM

To: Happy Piranha LTD, Unit G005, Krowji, West Parc, Redruth, Cornwall, TR15 3AJ

I/We: hereby give notice that I/We cancel My/Our contract of sale of the following goods / for supply of the following services:

.....................................................................................................................................................................................................

Ordered on:  ......................................... Received on: .................................................

Name::............................................ Address:........................................................................................................

Signature:(if this form is notified on paper)................................................... Date:................................

If you cancel your Contract we will:

refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

We will not: We will not refund any postage, tax, duty or customs charged incurred for orders that have already been dispatched by us once the item has been dispatched.

Delivery

We will arrange for your order to be delivered to you within the number of days following the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order) that is specified in our webpage. Occasionally our delivery to you may be affected by an Event Outside Our Control, we accept no responsibility for such delays.

Delivery of an order shall be completed when we deliver the Products to the address you have given us, or you collect them from us or from a carrier organised by us, and the Products will be your responsibility from that time.

You own the Products once we have received payment in full, including all applicable delivery charges.

If we miss the relevant delivery deadline for any Products then you may cancel your order straight away if any of the following apply:

we have refused to deliver the Products;

you told us before we accepted your order that delivery within the delivery deadline was essential and we agreed via written conversation or email that we would deliver within the deadline.

International delivery

We deliver to the countries listed on our Delivery & Returns webpage (International Delivery Destinations). However there are restrictions on some Products for certain International Delivery Destinations, so please review the information on that page carefully before ordering Products.

If you order Products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.

You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

Lost or damaged mail

Tracked Mail

We offer the option to have any mail sent tracked to confirm its delivery. While we like to offer you the best postage price possible this does come at an additional cost, thus we must charge you a small amount for it. If tracked mail does not get delivered we can issue a full refund or arrange a re-delivery.

Mail that’s not tracked

If you purchase our standard delivery (Royal Mail air mail or UK standard), without the additional option for tracking, we will only issue a refund based on the outcome of an inquiry with the post office and the resolution of a lost or damaged claim form. Should this decide your mail has been lost or damaged we will issue a refund based on the amount received from the claim as and when it is returned back to our account. This process may take up to 90 days.

We cannot accept claims for loss unless at least 20 working days (for items posted to Europe) or 25 working days (for items to the rest of the world) have passed since the item was due to is delivered. We cannot offer any reimbursement or compensation for items which were specifically asked to be delivered to a safe location e.g. ‘’left in the porch’’. All claims must be made within 4months of the sender dispatching the item.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible. 

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. 

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. 

In order to do this we ask that you contact our customer services centre via email at: info:happypiranha.com  please provide details of the fault and where possible attach pictures to your message.

How do I arrange a return?

Please contact our Customer Service team to arrange your return.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

  • If we sent you the wrong item
  • If the item is damaged or faulty
  • Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed. Refunds are ultimately at our discretion, although we aim to achieve a satisfactory agreement with our customers.