We want you to be completely satisfied with your purchases. If for any reason you are displeased with your purchase, you may return it to us in its original condition, within 30 days, and we will issue a full refund for the price you paid for the item.
For DVDs, CDs and other shrink-wrapped items, we accept returns only if they are unopened (with any seals and shrink-wrap intact) and in their original condition.
If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the item and the original delivery charges, and pay your costs of returning it to us by refunding your return postage costs. Cenacle will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
Items Damaged in transit
If you take delivery of a Cenacle package and the contents have been damaged in transit, please contact us by email at firstname.lastname@example.org or by telephone within 7 days of receipt.
Returning an item
To return an item, please contact our sales operators by email at email@example.com or by telephone quoting your Cenacle order number. You will be issued with a Returns number.
When sending back your order, please include a copy of your original invoice, or if not available, a piece of paper with the name, address and order number or the order, stating the reason for return, and including your Cenacle Returns number. Wrap the package securely and mail to the address below. In case of a defective product, please provide a full description of the fault and return the defective item in its original box (if any), with all accessories. For your protection we recommend that you use a recorded delivery service. For smaller items, we suggest you obtain a (free) 'proof of posting' from the Post Office.
This returns policy does not affect your statutory rights.
Tel: +44 (0)1695 558603
Please note that the terms and conditions outlined below only apply to our UK and EU customers.
Under the United Kingdom's Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel the contract for the purchase of any item within fourteen working days of delivery. We regret that we cannot accept cancellations of contracts for purchase of video, DVD, audio, or software products, where the item has been unsealed. We regret that we cannot accept cancellations of contracts for 'special order' items.
To cancel the contract, please either contact us either by email or by post at the Returns Department address, including a copy of your invoice, or if not available, a piece of paper with the name, address and order number of the order, stating the reason for the return as 'Contract Cancellation' and send it to us within 14 working days of delivery. You should then return the relevant item within a reasonable time quoting your name and the Cenacle order number which appears on your invoice. Please package the relevant item securely and send it to us at the Returns Department address.
For your protection we recommend that you use a recorded delivery service. Please note that you will responsible for the costs of returning the items to us unless we delivered the item to you in error or the item is defective.
If we do not receive the item back from you within a reasonable time, we may arrange for collection of the item from your residence at your cost.
As soon as we receive notice of your cancellation of this order, we will refund within 14 days of cancellation the purchase price for that item less, if relevant, any part of the costs of returning the items to us not paid by you or the cost of collection incurred by us. If you have paid a delivery charge this will also be refunded but if you are only returning part of the order, then we are not obliged to repay any of the delivery charge. Where an upgraded delivery service was requested for the original order, only the standard delivery charge will be refunded.