Last updated: July 2026
At Cavavin Chichester, we want you to be happy with your purchase. This policy explains your rights and how to arrange a return, refund, exchange or replacement.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Incorrect, damaged or faulty items
Please contact us as soon as reasonably possible if you receive an item that is:
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Incorrect;
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Damaged in transit;
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Faulty;
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Not as described; or
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Not of satisfactory quality or fit for purpose.
Where an item is faulty, damaged, incorrect or not as described, we will arrange an appropriate remedy. Depending on the circumstances, this may be a refund, replacement or exchange. We will cover reasonable return costs for these items, or arrange collection where appropriate.
For faulty goods, you may have a short-term right to reject the goods and receive a full refund within 30 days of delivery. After 30 days, you may still have rights to a replacement or refund depending on the circumstances and the age of the item.
To help us resolve a damaged-item claim quickly, please keep the item, packaging and any supporting evidence, such as photographs, until we have advised you how to proceed. This does not affect your legal rights.
2. Change-of-mind cancellations for online, telephone and mail orders
If you bought goods online, by telephone or by mail order, you normally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To cancel, you must tell us clearly within 14 days of delivery. You can contact us by email, telephone, letter, or use the cancellation form at the end of this policy.
Once you have told us that you wish to cancel, you must return the goods within 14 days. You may return them free of charge to our Chichester store:
Cavavin Chichester
68 North Street
Chichester
PO19 1LP
If you choose to return an unwanted item by post or courier, you are responsible for the return cost unless we agree otherwise. We recommend using a tracked service and obtaining proof of postage, as you are responsible for the goods until we receive them.
For a change-of-mind return, please handle goods only as you would be allowed to inspect them in a shop. We may make a deduction from the refund if the value of the goods has been reduced because they have been handled more than necessary to establish their nature, characteristics or functioning.
3. In-store purchases
For goods bought in our physical store, there is no automatic legal right to return an item simply because you have changed your mind. However, this does not affect your rights where goods are faulty, damaged, not as described or otherwise do not meet your statutory consumer rights.
4. Items that may be excluded from cancellation
The 14-day change-of-mind cancellation right does not apply in certain circumstances set out by law. This can include:
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Goods made to your specifications or clearly personalised;
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Goods that deteriorate or expire rapidly;
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Sealed goods which are unsuitable for return for health-protection or hygiene reasons once unsealed; and
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Alcoholic drinks where the price was agreed when the contract was made, delivery is due more than 30 days later, and the value depends on market fluctuations outside our control.
These exceptions do not limit your right to return items that are faulty, damaged, incorrect or not as described.
5. How to arrange a return
Please contact us before returning goods so that we can provide the appropriate instructions.
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Email: chichester@cavavin.co.uk
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Telephone: 01243 306853
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Store: Cavavin Chichester, 68 North Street, Chichester, PO19 1LP
Please include your order number, name, contact details, the item concerned, and a brief description of the issue or reason for cancellation.
6. Refunds
Once we receive and inspect a return, we will notify you of the outcome.
Where a refund is due, we will process it without undue delay. For a valid online cancellation, we will refund all payments received for the relevant goods, including the cost of our standard delivery service. If you selected a more expensive delivery option, we will refund only the cost of our standard delivery service.
We may wait to issue a cancellation refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever happens first.
Refunds will normally be made using the same method of payment used for the original purchase, unless you expressly agree to a different method. We do not charge a fee for processing a refund.
Refunds are usually processed within seven days after approval, but may take longer to appear in your account depending on your card issuer or payment provider.
7. Exchanges and replacements
If an item is faulty, damaged or incorrect, we may offer a replacement or exchange where this is available and appropriate. If the same item is unavailable, we will discuss the available options with you, which may include an alternative item or a refund.
We may ask for the original item to be returned before issuing a replacement, unless we tell you otherwise.
8. Cancellation form
You may use this form to cancel an online, telephone or mail-order purchase, but you do not have to use it.
To: Cavavin Chichester, 68 North Street, Chichester, PO19 1LP
Email: chichester@cavavin.co.uk
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:
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Order number:
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Goods ordered:
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Date ordered:
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Date received:
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Name of customer:
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Address of customer:
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Signature of customer (only if this form is sent by post):
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Date: