Product information
Returns, refunds and the EU right to withdraw.
Two sets of rights apply depending on where you are. Custom-made goods are treated differently in both — that part is worth reading before you order a set for 13mm chain or above.
Concept note. This page reproduces the substance of Anchoright's published refund policy so the redesign is complete. Any live build must carry the operative legal wording verbatim, reviewed by the client — do not treat this restatement as the policy itself. The authoritative version is on anchoright.co.uk.
Non-EU customers — 30-day returns.
We have a 30-day return policy: you have 30 days after receiving your item to request a return.
Eligibility
- The item must be in the same condition you received it — unopened or unused, and in its original packaging
- You'll need the receipt or proof of purchase
- To start a return, contact sales@anchoright.co.uk
Items sent back without first requesting a return will not be accepted. Returns need to be sent to:
Anchoright Ltd
551–553 Wallisdown Road
Poole, BH12 5AG
United Kingdom
Refunds
We'll notify you once we've received and inspected your return and let you know whether the refund was approved. If it is approved, you'll be refunded automatically on your original payment method within 10 business days.
Remember it can take a further while for your bank or card company to process and post the refund. If more than 15 business days have passed since we approved your return, contact us at sales@anchoright.co.uk.
Statutory rights
Customers outside the European Union may not have the same statutory cancellation rights described in the EU section below. Any additional return rights we offer are subject to the terms stated on the website.
EU customers — right to withdraw.
1. Your right to cancel
If you are a consumer residing in the European Union, you have the right to cancel your purchase of eligible products within 14 days without giving any reason.
The cancellation period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, acquires physical possession of the goods.
To exercise your right to cancel you must inform us of your decision by a clear statement sent by email to sales@anchoright.co.uk, including your name, address and order number. You may use the model cancellation form below, but you are not obliged to — copying the information into an email is enough.
2. Effects of cancellation
If you cancel an eligible order we will reimburse all payments received from you for the cancelled goods, including the cost of our standard delivery option. We will not reimburse any additional cost resulting from your choosing a delivery method other than the least expensive standard option we offer.
Reimbursement will be made using the same means of payment as the original transaction, without exception. We will withhold reimbursement until we have received the returned goods.
3. Returning the goods
You must send the goods back without undue delay, and no later than 14 days from the day you notify us of your cancellation, to:
Anchoright Ltd
551–553 Wallisdown Road
Poole, BH12 5AG
United Kingdom
You are responsible for the direct cost of returning the goods unless otherwise agreed. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Custom-made and personalised goods.
4. Products excluded from the right to cancel
The right of withdrawal does not apply to:
- Goods made to your specifications — that is, custom markers of 13mm upwards, and stud link markers
- Clearly personalised or custom-made products
- Any other products exempt under applicable consumer protection laws
Products normally exempt include items made to customer measurements, products incorporating customer-supplied artwork, engraved products, and products manufactured or modified specifically for an individual customer order.
5. What this means in practice
Custom-made and personalised products cannot be cancelled, returned or refunded simply because you change your mind. Custom-made goods are likewise not refunded under the non-EU policy unless faulty.
This does not affect your statutory rights if the goods are:
- Faulty
- Damaged in transit
- Not as described
- Not manufactured in accordance with the agreed specification
If you believe a custom-made product is faulty or incorrect, contact sales@anchoright.co.uk within a reasonable time of receiving the goods, with photographs where appropriate.
Damaged, faulty or incorrect goods.
Please inspect your order on arrival and contact us immediately if the item is defective or damaged, or if you have received the wrong item, so we can evaluate the issue and make it right.
6. What to send us
Contact sales@anchoright.co.uk as soon as possible, including:
- Your order number
- A description of the issue
- Photographs showing the problem, where applicable
We'll review it and, where required by law, offer an appropriate remedy — which may include repair, replacement, refund or partial refund.
Model cancellation form.
Using this form is optional. Copy it into an email to sales@anchoright.co.uk, or simply send the same information in your own words.
To: Anchoright Ltd
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number: __________________
Goods ordered: __________________
Date ordered: __________________
Date received: __________________
Consumer name: __________________
Consumer address: __________________
Date: __________________