CC Continental Superstore Limited

Returns, Refunds and Damaged Goods Policy

Company name: CC Continental Superstore Limited

Company number: 04045183

Registered office: 121–129 Chapeltown Road, Leeds, England, LS7 3DU

Returns address: CC Continental Superstore Limited, 121–129 Chapeltown Road, Leeds, England, LS7 3DU

Customer service email: info@cccontinental.com

This policy applies to consumer purchases made through our website. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Damaged goods — important evidence requirement

Please inspect your order as soon as reasonably possible after delivery. If an item is missing, incorrect, damaged, broken, leaking, spoiled or otherwise unusable, email info@cccontinental.com promptly after discovering the problem and before disposing of the goods or packaging.

To allow us to verify the claim, identify every affected product and determine an appropriate remedy, you must provide the reasonably available evidence listed below before disposing of anything. This evidence is particularly important for claims involving broken glass, leaking containers, food products, multiple items or damage occurring during delivery.

When contacting us, please provide:

• your name and order number;

• the name and quantity of each affected product;

• a clear description of the problem and when it was discovered;

• clear photographs showing the affected product itself, including the damage, breakage or leak;

• photographs showing all affected items together, where more than one item is claimed;

• photographs of the internal and external packaging, shipping label and any visible damage to the parcel; and

• any other information reasonably required to assess the claim.

Photographs must be taken before disposal and must be clear enough to identify the product and show the damage. A photograph showing only liquid, residue, staining, protective wrapping or the outside of a parcel may not, by itself, establish which product was damaged, how many items were affected, or whether the product itself was broken as opposed to leaking from a seal, lid or cap.

Do not dispose of the affected products, contents, containers, parcel, internal packaging or shipping label until we have confirmed in writing that they may be discarded. We may require additional photographs, collection, inspection or return of the goods.

If you dispose of the goods or packaging before supplying the reasonably requested evidence, we may be unable to verify that the goods were damaged when delivered, identify which products were affected or confirm the quantity claimed. Where the remaining evidence is insufficient to prove the claim, we may refuse a refund or replacement. This is not an automatic refusal: we will consider the circumstances and all reasonably available evidence, and nothing in this section limits your statutory rights.

Do not handle broken glass unnecessarily. Keep it safely away from children and pets. If keeping an item would create an immediate health or safety risk, take comprehensive photographs of the product, damage, contents, packaging and shipping label before safely disposing of it, where it is safe to do so. Tell us promptly what was disposed of and why it could not safely be retained.

1A. Verification by return (before a refund or replacement is issued)

NEW: Where a claim is made for damaged, broken or leaking goods and the goods have not already been disposed of, we may ask the customer to return the goods to us for physical inspection before a refund or replacement is issued, in place of, or in addition to, photographic evidence.

Where we ask for a return under this section:

• we will first review the photographs or other evidence already provided;

• if reasonably satisfied that a return is appropriate, we will issue a prepaid return label or arrange collection at no cost to the customer;

• the customer must ensure the goods are returned in the condition shown in the photographs already provided, using suitable packaging to prevent further damage in transit; and

• we will confirm receipt and complete our assessment, and issue any refund or replacement due, without undue delay and normally within 5 working days of the goods being received.

Reasonable further deterioration occurring in transit back to us (for example, additional leakage from an already-leaking container) will not by itself be treated as inconsistent with the original claim.

This section does not apply, and a physical return will not be required, where retaining or returning the goods would create a health or safety risk (for example, broken glass or spoiled food unsafe to package and post). In those cases, the evidence requirements at Section 1 apply instead.

2. Assessing damaged, missing or faulty goods

We will assess each claim reasonably and may compare the information provided with our order, packing, weight, dispatch and delivery records. We may ask for further photographs, information, return of the goods, or another reasonable form of verification.

Providing the information listed above normally enables us to investigate and resolve a claim more quickly. If evidence is incomplete, we will consider the evidence that is available, but we may be unable to uphold a claim where the evidence does not reasonably establish that the relevant goods were damaged, faulty, missing or unusable when delivered.

NEW: Where the evidence provided reasonably establishes that some, but not all, of the claimed items were affected — for example, where photographs show leakage or damage consistent with fewer units than claimed — we will assess and resolve the claim to the extent supported by that evidence, rather than refusing the claim in full or accepting the full quantity claimed without support. We will explain to the customer which part of the claim is supported and give them the opportunity to provide further evidence before a final decision is made.

NEW: Where the evidence shows leakage from a product but does not show breakage or other physical damage to the product itself, we will treat this as a leakage claim rather than a breakage claim unless further evidence establishes otherwise. This distinction may affect the remedy offered under Section 3.

We may raise an investigation with the delivery provider, but the customer's statutory rights are against us as the retailer and are not conditional upon the delivery provider compensating us or completing its investigation.

Disposal before investigation does not automatically remove a customer's statutory rights. However, the customer must provide sufficient evidence to establish their claim where the law places that burden upon them. If the goods and packaging have been discarded and the available photographs or other records do not reasonably demonstrate the actual damaged product, the number of affected items or that the damage existed on delivery, we may conclude that the claim has not been substantiated.

3. Remedies for damaged, faulty, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may have a legal right to reject them within 30 days and receive a full refund, or to request another remedy, subject to the Consumer Rights Act 2015.

Depending on the circumstances and your legal rights, we may offer a refund, replacement, repair or price reduction. A replacement will be sent at no additional charge. Where goods are rejected because they are faulty, damaged, incorrect or misdescribed, we will bear the reasonable cost of return and provide return instructions where a return is required.

NEW: Where a claim involves leakage without evidence of breakage or other physical damage to the product itself, we may, as one option, offer a price reduction reflecting the reduced quantity or usability of the product, in addition to the option of a full refund or replacement. A price reduction will only be applied where the customer agrees to accept it in place of a full refund or replacement; it is offered as a choice, not imposed as the only available remedy, and does not affect the customer's right to instead pursue a full refund or replacement under the Consumer Rights Act 2015.

Refunds that are due will be made without undue delay and within the applicable statutory time limit. They will normally be made to the original payment method unless otherwise agreed or required by law.

Where the whole order is validly rejected or cancelled, any refund of outbound delivery charges will include the cost of our least expensive standard delivery option. Any extra amount paid for an enhanced delivery service is not refundable unless that service was not provided as agreed.

4. Manufacturer warranties and electrical goods

A manufacturer's warranty is additional to, and does not replace or restrict, your statutory rights against us.

We may inspect an electrical item, verify its serial number or other unique identifier, and obtain a manufacturer or specialist assessment where reasonably necessary. We will not make a statutory remedy conditional solely upon the manufacturer accepting a warranty claim.

Returned electrical goods must be the same goods supplied. We may reject a claim where serial numbers or recorded identifiers do not match, or where evidence shows that the item was damaged through misuse, accidental damage, neglect, unauthorised alteration or normal wear and tear rather than an inherent fault. This does not affect rights relating to faults that existed when the goods were supplied.

When returning an electrical item, please include all components reasonably necessary for inspection. Original packaging is helpful but is not an absolute condition of a statutory faulty-goods remedy.

5. Change-of-mind cancellation for online orders

Subject to the legal exceptions below, a consumer may cancel an online order without giving a reason from the time the order is placed until 14 days after the day the goods are received. To cancel, send us a clear statement by email to info@cccontinental.com.

After notifying us, you must return the goods without undue delay and no later than 14 days after the cancellation notice. Unless we offered to collect the goods or the goods are faulty, incorrect or misdescribed, you are responsible for the direct cost of returning them, provided we informed you of this before purchase.

You must take reasonable care of the goods. You may inspect them only as you would reasonably be allowed to do in a shop. If handling beyond that necessary to establish their nature, characteristics and functioning reduces their value, we may make a lawful deduction from the refund to reflect that reduction.

For a change-of-mind cancellation, we may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever occurs first. We will then refund sums due within 14 days. We do not charge a percentage cancellation or card-processing fee for the exercise of a statutory cancellation right.

Please use suitable protective packaging and obtain proof of postage. You are responsible for the goods until they are delivered to us, subject to your statutory rights and the carrier's obligations.

6. Exceptions to the change-of-mind right

The statutory change-of-mind cancellation right does not apply, or may cease to apply, to certain goods, including:

• goods made to the customer's specifications or clearly personalised;

• goods liable to deteriorate or expire rapidly;

• sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;

• goods which, after delivery, become inseparably mixed with other items; and

• other categories excluded by applicable law.

These exceptions do not remove rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

7. Cancelling before dispatch

If you ask to cancel before dispatch, we will try to stop the order. Dispatch can occur before a dispatch email is sent, so cancellation cannot be guaranteed once processing has begun. If the parcel has already been dispatched, eligible customers may use the statutory cancellation process in Section 5 after delivery or may refuse delivery where appropriate.

No cancellation fee applies when a consumer exercises a statutory cancellation right.

8. Returns procedure

Before returning goods, contact us at info@cccontinental.com for return instructions. Unless we arrange collection or provide a prepaid label, send the return to CC Continental Superstore Limited, 121–129 Chapeltown Road, Leeds, England, LS7 3DU. Do not send returns to a manufacturer or another address unless we instruct you to do so.

Please include your order number and contact details. Use packaging suitable for the nature and fragility of the item. If returning damaged glass, contact us first so that a safe method can be agreed.

For change-of-mind returns, we recommend a tracked service and proof of postage. For faulty, damaged, incorrect or misdescribed goods, we will provide or reimburse a reasonable return method where a return is necessary, including under the return-by-verification process at Section 1A.

9. Out-of-stock items and substitutions

We will not substitute an unavailable product without your agreement. We may contact you to offer a suitable alternative. You may accept or decline it. If you decline, or we cannot contact you within a reasonable time, we will refund the unavailable item to the original payment method.

If you accept an alternative of lower value, we will refund the difference. Your statutory rights apply to any substitute supplied.

10. Missing deliveries

If tracking shows no delivery, or you believe a parcel has been lost or delivered to the wrong location, contact us promptly. We may ask you to check with household members, neighbours, any nominated safe place and the delivery provider's tracking information.

We may investigate with the delivery provider and consider the available tracking and delivery evidence. Our obligations to you are not conditional upon receiving compensation from the delivery provider. Where the risk remained with us and the goods were not delivered to you or a person identified by you to take possession, we will provide the remedy required by law.

11. Business customers

The statutory consumer cancellation rights described in this policy apply to consumers, not purchases made wholly or mainly for business purposes. Separate terms may apply to business customers, but nothing excludes liability that cannot lawfully be excluded.

12. Complaints

If you are dissatisfied with our decision, reply with any further evidence and ask for the matter to be reviewed. We will provide our final position and the reasons for it in writing.

13. Statutory rights

Nothing in this policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded or restricted. If there is any conflict between this policy and applicable consumer law, the law will apply.