Returns & Cancellations

This policy explains how to cancel an order, when the legal right to cancel a distance purchase applies, and what happens if something is missing, wrong or not in good condition when it arrives. It applies to orders placed through the Etebar Market website.

Etebar Market is a trading name of A-Z HEALTH-CONSULTING LLP, registered in England and Wales under number OC461450. The full registered details are in our Terms & Conditions.

Cancelling before dispatch

You can cancel an order after placing it and up until it is dispatched. Email us as early as you can so we can stop the order before it leaves. Because nothing has been sent, there is no return to arrange and no return cost.

Your 14-day right to cancel after delivery

For most goods bought at a distance you also have a legal right to change your mind and cancel within 14 days of the day the goods are delivered, without giving a reason. Some kinds of goods are excluded from this right; the next section explains which.

To use this right, tell us clearly that you are cancelling before the 14 days are up. Email info@etebar-market.com, or fill in the cancellation form at the end of this page and send it to us. You do not have to use the form.

Goods must be sent or handed back without undue delay and in any event within 14 days of telling us you are cancelling. We may reduce a refund to reflect any loss in value caused by handling the goods more than was necessary to check them.

How a return is arranged

Your order is delivered in Kabul rather than to you, so the practical arrangements for a return are different from an ordinary United Kingdom return. Email info@etebar-market.com with your order number. We review the case and then confirm how to return or hand back the goods for that specific order before you arrange anything.

We do not publish a fixed return address, because the right arrangement depends on the order and on local conditions, and we cannot promise that every return will be collected.

Who pays to return the goods

For an eligible change-of-mind return, you are responsible for the direct cost of returning the goods, unless Etebar Market tells you otherwise. We tell you what the return will involve and what it will cost you before you send anything back, so you can decide with the figure in front of you. We may decide to cover that cost in an individual case, and we will say so clearly when we do.

This rule applies only when you have simply changed your mind. It does not apply if an item is faulty, damaged, spoiled, unsafe, missing or not what you ordered: in those situations we cover the cost of putting it right, and you are not asked to pay to return or hand back the item. If you are not sure which situation applies to you, email us and we will tell you before you spend anything.

Goods excluded from the 14-day right

The law removes the 14-day right for some kinds of goods. Of what we supply, this can apply to:

• food and other goods that are liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health-protection or hygiene reasons, once they have been unsealed after delivery;
• goods that by their nature become mixed inseparably with other items after delivery;
• goods made to your specification or clearly personalised.

Ordinary non-perishable household goods delivered in unopened original packaging are not excluded and can be cancelled in the normal way. An exclusion never affects your rights where goods are faulty, damaged, unsafe, missing or not what you ordered.

Missing products

If an item you ordered is not delivered, we refund the price of that item.

Wrong products

If a different product is supplied instead of the one you ordered, we refund the price of the affected item, or replace it if you would rather, and you are not asked to pay any return cost. We never substitute an item without asking you first: if something is unavailable we contact you, and a different item is supplied only if you expressly agree to it.

Damaged, spoiled, defective or unsafe products

If an item arrives damaged, spoiled, defective or unsafe to use, we refund the full price of that item after a reasonable review. Photographs of the item and its packaging help us complete that review quickly. You are not asked to pay any return cost in this situation. This is in addition to your rights under the Consumer Rights Act 2015.

How to report a problem

Email info@etebar-market.com with your order number, the item affected and a short description of the problem. Please tell us as soon as you can after delivery, and attach photographs where they would help. We review the case and reply with what happens next.

Refunds

Where you cancel a whole order under the 14-day right, the refund covers the price of the goods and the standard £15 delivery charge for that order. That is separate from the cost of sending the goods back, which is yours on a change-of-mind return unless we tell you otherwise. Where only part of an order is affected, or an item is missing, wrong or not in good condition, the refund covers the price of the affected item.

Refunds are made using the same means of payment you used, unless we agree something else with you, and you are not charged a fee for the refund.

Where you cancel under the 14-day right, we refund within 14 days of receiving the goods back, or of the day you provide evidence that you have sent them back, whichever is earlier. Refunds are reviewed and handled by our team rather than automatically, and we confirm the outcome by email.

Cancellation form

You may use this form to cancel, but you do not have to.

To A-Z HEALTH-CONSULTING LLP, trading as Etebar Market, 7 Cravan Avenue, Feltham, Middlesex, TW13 4EE, United Kingdom, info@etebar-market.com:

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Date:

Rights that cannot be excluded

Nothing in this policy limits or excludes any right that cannot legally be limited or excluded.