Consumer information and cancellation data sheet
Your rights as a consumer, including how to cancel
You are a “Consumer” if you are acting in your purchase from us “for purposes that are wholly or mainly outside your trade, business, craft or profession”.
The cancellation and refund rights described in this data sheet only apply to “Consumers” as defined by the Regulations.
This Data Sheet is in two sections.
- Section A is the appropriate pre-contract information for Consumers.
- Section B sets out cancellation and refund rights for Consumers.
We have also provided a brief summary of cancellation and refund rights in section 3 of our Terms and conditions of sale.
Section A: Consumer Pre-Contract Information Sheet
This information is provided for “consumers”, that is any customer who is an “individual acting for purposes which are wholly or mainly outside that individual's trade, business, craft or profession”.
The following information is provided as pre-contract information required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Schedule 2. The first column letter is the paragraph identifiers in the Schedule, so you can track back into the Regulations if you want to.
We have included only those paragraphs which are relevant to the sales from this website. Some items include references to our Terms and conditions of sale.
the main characteristics of the goods, services or digital content
See the description of each Product/ Event/ Download on the website. Please note the caution about website descriptions that we have set out in the Terms and Conditions of Sale section 2.
the identity of the trader
Content Design London Ltd
trader geographical address; telephone number; e-mail address
124 City Road, London EC1V 2NX
+44 20 7073 6598
the total price of the goods, services or digital content, inclusive of taxes
The price of your proposed purchases, including taxes, will be displayed in the shopping basket before you are able to proceed to the payment page.
additional delivery charges and any other costs
All costs to purchase the Product/ Event/ Download will be displayed in the shopping basket before you are able to proceed to the payment page.
the arrangements for payment, delivery, performance, and the time by which the trader undertakes to deliver the goods, to perform the services or to supply the digital content
Arrangements for payment are set out in section 7 of our Terms and Conditions of Sale.
Delivery of Product is by “print on demand” in your own jurisdiction.
Events are delivered on the date they are scheduled to occur – see section 5 of our Terms and Conditions of Sale
Downloads are delivered via link in the email from us confirming your purchase.
the trader's complaint handling policy
If for any reason you are not satisfied with your purchase, please contact us – see section 1.3 of our Terms and Conditions of Sale. It is our policy to respond to customer complaints within five days.
where a right to cancel exists, the conditions, time limit and procedures for exercising that right
Consumers have their statutory right to cancel. See Section B of this Data Sheet for information about cancellation and refunds. And see also the brief summary of cancellation and refund rights in section 3 of our Terms and Conditions of Sale.
where applicable, that the consumer will have to bear the cost of returning the goods in case of cancellation
If you want to cancel the purchase of a Product, you will have to bear the cost of returning it to us. To get a refund the Product must be in as-new saleable condition.
that, if the consumer exercises the right to cancel after having made a request in accordance with regulation 36(1) …
If you book an Event less than 14 days prior to the Event date (i.e. within the cancellation period) you must also make an express request that you participate in the Event on the Event date. In that request, you must also acknowledge that you will lose the right to cancel 24 hours before the Event start.
You will have to agree to this in the shopping cart on the website in order to complete your purchase of an Event which is due to occur within a fortnight.
where under regulation … 36 or 37 there is no right to cancel or the right to cancel may be lost, the information that the consumer will not benefit from a right to cancel, or the circumstances under which the consumer loses the right to cancel
No right, or loss of right to cancel
Event: You cannot cancel the purchase of an Event after 24 hours before the Event start. [This time is necessary to remove the right to attend the Event in your personalised link, which will already have been issued to you.]
Download: you cannot cancel or get a refund of a download once you have activated the download link in the email from us confirming your purchase. In that email we post a warning that you will no longer have Consumer cancellation and refund rights after activating the link.
in the case of a sales contract, a reminder that the trader is under a legal duty to supply goods that are in conformity with the contract
We will supply Product that conforms reasonably to the description in our website pages.
where applicable, the existence and the conditions of after-sale customer assistance, after-sales services and commercial guarantees
We do not offer formal after-sale customer assistance, after-sales services or commercial guarantees, but we do of course provide post-purchase customer service. You can contact us with any queries or complaints – see details at (c) above.
the duration of the contract, where applicable, or, if the contract is of indeterminate duration or is to be extended automatically, the conditions for terminating the contract
See section 10.4 of our Terms and conditions of sale for an explanation of the provisions of our Terms which continue to apply even though the purchase agreement may have been concluded
where applicable, the functionality, including applicable technical protection measures, of digital content
When you buy digital content, you may need an authentication or authorisation sequence to use this on your personal device.
where applicable, any relevant compatibility of digital content with hardware and software that the trader is aware of or can reasonably be expected to have been aware of
Before you buy any digital content, you should ensure compatibility with your computer operating system and supporting software. We specify the required platforms to access content. We will not offer a refund if you buy content that is not compatible with your equipment unless that is the result of our misdescription of the content.
Section B: Information about the exercise of the right to cancel
These rights apply to "Consumers", as defined in the regulations
Right to cancel
You have the right to cancel your contract for purchases off our website within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day …
(a) in the case of an Event purchase or a Download purchase which is not supplied on a tangible medium:
“of the conclusion of the contract”;
(b) in the case of a Product purchase:
“on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.”
(c) in the case of a purchase relating to multiple Products ordered by the consumer in one order and delivered separately:
“on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.”
To exercise your right to cancel
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (for example an email or a letter sent by post). We recommend you use email as delivery is quicker, and easier to check, than post.
Our contact details are set out in lines (b) and (c) of the Consumer Information Sheet above.
You can use the example cancellation email (at the end of this page), but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract in accordance with your statutory rights, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than—
(a) 14 days after the day we receive back from you any Products supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or
(c) if there were no Products supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If you have received Products:
- you shall send back the Products without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the Products before the period of 14 days has expired.
- You will have to bear the direct cost of returning the Product.
Example cancellation email
Subject: Cancellation of order number
I/We hereby give notice that I/We cancel my/our contract for the purchase of the following Product/Event/Download:
- Ordered on [date]
- Received on [date]
- Order [number]
- Item(s) to cancel [name of good(s), service(s) or event(s)]
- Your name
- Your address
This information is drawn from Schedules 2 and 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Crown copyright applies. We have adapted the Schedules for the purchases available from us.