Refund policy

Cancellation & Refund Policy

Layaway is a way of paying for goods over time. You do not receive the goods until the total price has been paid in full, so this policy explains what happens if you stop a plan before then, as well as your rights once the goods arrive.

Cancelling your plan

You may cancel your layaway agreement at any time before the goods are dispatched. You are never obliged to complete your purchase.

A cooling-off period of 14 calendar days applies from the date you place your order. If you cancel within it:

• No cancellation fee applies;
• Any failed-payment fees are waived; and
• All payments made are refunded in full.

To cancel, tell us in a clear statement: email contact@layawayuk.com, or write to us at the address at the foot of this page. You can use the model cancellation form in our Terms & Conditions, but you do not have to.

You also have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits them, and where those Regulations give you a better outcome than this policy, the Regulations apply.

Cancellation fee after the cooling-off period

If you cancel after the cooling-off period, we may retain 20% of the amount you have paid, up to a maximum of £100. The rest is refunded to you.

Because it is a percentage of what you have actually paid, it is always in proportion to how far into your plan you are — pay £50 and we retain £10; pay £500 and we retain £100, which is the most we ever retain. If you have paid nothing, you owe nothing.

It is a reasonable pre-estimate of our costs in setting up, administering and cancelling your plan.

Worked example: cancel after the cooling-off period having paid £100, and we retain £20, so your refund is £80.

Missed and failed payments

If a scheduled payment fails we retry it, and we may contact you or adjust your remaining schedule. A missed or failed payment is not a default, does not create a debt you owe us, and is never passed to a debt collection agency or reported to a credit reference agency.

Where a scheduled payment still fails after the retry, we may charge a £2.50 administration fee for that instalment. It is charged at most once per instalment, is added to your balance rather than charged to your card, and — together with any cancellation fee — can never exceed the total you have paid. Your bank or card issuer may charge its own fees too; that is between you and them.

If payments remain missed, we will give you at least 14 days' written notice and the opportunity to catch up, adjust your schedule, or cancel. If we then cancel your agreement for non-payment, no cancellation fee applies — your refund is what you have paid, less any accrued failed-payment fees.

When no cancellation fee applies at all

Some cancellations carry no cancellation fee whatsoever:

• You cancel within the 14-day cooling-off period — every payment comes back to you in full, and failed-payment fees are waived too.

These also carry no cancellation fee:

• We offer a substitute product and you decline it. Substitutes are always equivalent or upgraded, at no additional cost to you.
• We cannot reasonably supply your product at all.
• Your delivery address is outside the area we serve.
• We miss the dispatch window and you would rather cancel than wait.
• We cancel for non-payment after our 14 days' notice.
• We cancel for any other reason, including if we stop trading.

See the Shipping and Delivery policy for the substitute and delivery-area cases.

How refunds are paid

Refunds are paid within 14 days of you telling us you are cancelling, using the same means of payment you used. You will not incur any fee as a result of the refund. If your original card is closed, expired or cannot accept the refund, contact us and we will arrange an alternative method after verifying your identity.

If a refundable balance remains after cancellation, we will attempt to contact you using your most recent details, and the balance remains claimable by you — contact us at any time to reclaim it. Small dormant balances are flagged for review with a claim window recorded. Your money is never automatically forfeited.

After your goods arrive

If you cancel within 14 days of delivery, you must send the goods back to us within 14 days of telling us, and you bear the direct cost of returning them — for large items that can be significant, so ask us and we will tell you what it will cost before you commit. We may also reduce your refund to reflect any loss in the value of the goods caused by handling them beyond what would be reasonable in a shop.

We refund you within 14 days of getting the goods back, or of you showing us you have sent them, whichever is earlier.

Neither of those applies before delivery — until then we still hold your goods. Cancelling before delivery is covered in the sections above.

Separately, under the Consumer Rights Act 2015 your goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to reject them for a full refund within 30 days of delivery, and after that to a repair or replacement. These rights are in addition to the cancellation rights above.

Complaints

If something has gone wrong, email contact@layawayuk.com. A person reads every message. Nothing in this policy affects your statutory rights.

Who you are contracting with: Layaway Depot Pty Ltd trading as Layaway UK, a company incorporated in Australia.

Australian Company Number: 165 233 947

Email: contact@layawayuk.com

This page summarises part of the Layaway Purchase Agreement. The full agreement is at Terms & Conditions, and the version you agreed to is reproduced in full on your own contract page.