Refund and Returns Policy
Purpose
This Refund and Return Policy set out the terms under which Malvern Town Council accepts returns and issues refunds for tickets, goods, and services purchased either in person or online. This policy is designed to comply with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Returns for Physical Goods (e.g. Hanging Baskets, Merchandise)
Eligibility
Returns are accepted within 30 days of purchase or delivery.
Items must be in their original condition (unused, undamaged, and with any packaging intact).
Proof of purchase (receipt or order confirmation) must be provided.
How to Initiate a Return
Customers wishing to return an item should:
Contact Malvern Town Council on 01684 566667 within 14 days of purchase.
Provide the order number, proof of purchase, and reason for return.
The Council will confirm the next steps and provide return instructions.
Return Shipping
If the item is faulty, damaged, or incorrect, the Council will cover the cost of return shipping or provide a replacement free of charge.
If the item is being returned for any other reason (e.g., change of mind), the customer is responsible for the return shipping costs.
Refunds
Refunds will be processed to the original payment method within 30 days of receiving the returned item.
Refunds will include the original delivery charge (where applicable) if the full order is returned.
Partial returns will be refunded for the returned items only.
Tickets for Events and Activities
Refunds and Exchanges
Refunds for tickets for events and activities can be requested within 14 days starting the day after the receipt of confirmation of booking.
After this period, refunds are only available if the event is cancelled, postponed, or materially changed by the Council.
The Town Council as event organiser may cancel an event or activity if minimum numbers are not met, for force majeure or if any restrictions imposed by national or local authorities make the event impractical.
Tickets cannot be resold or transferred unless authorised by the Council.
How to Request a Refund
How to Exercise the Right to Cancel
To cancel, please notify us in writing via email at townclerk@malvern-tc.org.uk or by post to Community Hub, Victoria Park Rd, Malvern WR14 2JY within 14 days of receiving your goods or order confirmation.
Refunds will be processed to the original payment method within 30 days of approval.
Exclusions
The right to cancel does not apply to:
Perishable or custom-made items (e.g., bespoke hanging baskets).
Digital downloads once accessed.
Event tickets for specific dates, unless the event is cancelled by the organiser.
Refunds for Cancelled Orders
Once the cancellation is received:
Refunds will be issued within 30 days of notice (or 30 days after the return of goods, if applicable).
Refunds will include standard delivery charges but exclude any additional paid delivery options (e.g., express shipping).
Contact Information
For all refund or return enquiries, please contact:
Malvern Town Council
📧 townclerk@malvern-tc.org.uk
📞 01684 566667
📍 Community Hub, Victoria Park Rd, Malvern WR14 2JY
Policy Updates
This policy was last updated in October 2025. The Council reserves the right to amend this policy in line with changes to UK consumer law or internal procedures