RETURNS AND ORDER CANCELLATION POLICY
This Returns and Order Cancellation Policy (“Policy”) sets out the terms and procedures followed by ARDENT WAY LP (“Company”, “we”, “us” or “our”) regarding order cancellations, product returns, exchanges and refunds for purchases made through https://ardentwaylp.com (the “Website”).
This Policy should be reviewed together with the Terms and Conditions, Privacy Policy and Cookie Policy published on the Website.
Company registration number: LP024468
Company registration date: 11 February, 2026
Registered office: Suite 6097, 128 Aldersgate Street, Barbican, London, EC1A 4AE, England
Business address: Suite 6097, 128 Aldersgate Street, Barbican, London, EC1A 4AE, England
Returns address: [RETURNS ADDRESS]
Customer support email: info@ardentwaylp.com
Customer support phone: +447386487517
Effective date: 14 May, 2026
1. Scope of this Policy
This Policy applies to orders for physical goods purchased via the Website.
It explains the process for cancelling orders, returning items, requesting refunds and notifying us about goods that are faulty, damaged, incomplete or supplied incorrectly.
Nothing in this Policy is intended to remove, restrict or reduce any statutory consumer rights that may apply under relevant law. If mandatory consumer protection rules in your jurisdiction provide additional rights, those rights will remain unaffected.
2. Submitting an order
Orders can be placed by completing the checkout steps on the Website.
Before finalising an order, you should check all details carefully, including product information, quantities, delivery details and payment information. Where available, the Website may give you an opportunity to amend mistakes before the order is submitted.
When you place an order through the Website, you are making an offer to buy the selected products from us. We accept an order only when we issue an order confirmation, dispatch notification or another written confirmation confirming acceptance.
We may reject or cancel an order before acceptance where legally permitted, including where products are unavailable, payment cannot be processed, fraud is suspected, delivery is restricted, or there is an obvious error in price, description or availability.
3. Cancelling an order before dispatch
If you want to cancel an order before it has been shipped, please contact us at info@ardentwaylp.com and provide your order number.
If the order has not yet been processed for dispatch, we will normally cancel it and arrange a refund of any payment received in line with this Policy.
If the order has already been dispatched or is in the final stages of shipment processing, cancellation before delivery may no longer be available. In that case, the return process set out below may apply.
4. Cancellation rights after receipt of goods
Where applicable law grants a cooling-off or withdrawal period, you may cancel your purchase within 14 days from the day after the goods are received by you or by a person nominated by you to receive them.
To use this right, you must inform us before the cancellation period ends by using the contact details provided on the Website.
Your cancellation notice should clearly confirm that you wish to cancel the order and should include the relevant order number.
After cancellation, the goods must be returned in accordance with the return instructions provided by us, unless we confirm that a return is not required.
5. Conditions for returned goods
Unless the goods are faulty, damaged, incorrectly supplied or not as described, returned items should generally be sent back:
- unused;
- complete with all accessories, parts and included materials;
- in the original packaging where reasonably possible.
You may examine the goods in the same way that would normally be allowed in a physical retail store.
Where allowed by law, we may reduce the refund amount if the value of the goods has been diminished due to handling beyond what was necessary to check their nature, features and functioning.
To assist with processing your return, please include your order number and any other information reasonably requested by us.
6. Items that may be excluded from return
Certain goods may be excluded from standard return rights, or may only be returnable in limited situations, unless they are faulty or not as described.
Depending on the products offered on the Website, this may include:
- personalised, bespoke or made-to-order items;
- goods that may deteriorate or expire quickly;
- sealed products that are unsuitable for return for hygiene or health protection reasons once opened;
- digital products or downloadable content after access or supply has started, where applicable;
- any other items identified on the Website as non-returnable, subject always to applicable law.
7. Faulty, damaged or incorrect products
If the products you receive are defective, damaged, incomplete, faulty or do not match the order you placed, please contact us as soon as reasonably possible at info@ardentwaylp.com.
Where available, please provide:
- your order number;
- a clear explanation of the issue;
- photographs or other supporting details, where helpful.
Where required by applicable law, you may be entitled to a repair, replacement, price reduction or refund for faulty or incorrectly supplied goods.
We may ask you to return the relevant goods for assessment before confirming the appropriate remedy, unless we agree otherwise.
8. How to return products
Returns must be made in accordance with the instructions shown on the Website or provided by our customer support team.
Unless we provide different instructions, returned goods should be sent to: [RETURNS ADDRESS]
You are responsible for taking reasonable care of the goods while they are in your possession and during the return process.
We recommend using a tracked postal or courier service and keeping proof of dispatch until the return has been completed.
9. Refund procedure
Refunds will usually be made to the same payment method used for the original purchase, unless we agree another method.
Where cancellation rights apply by law, refunds will generally be processed within 14 days after we receive the returned goods or, if earlier, after you provide evidence that the goods have been sent back.
Refunds may cover the price paid for the returned goods and, where required by law, the standard delivery charge originally paid.
Where permitted by law, we may make deductions for any reduction in the value of goods caused by handling that was not necessary.
If only part of an order is returned, delivery charges may be refunded only where required by law or where we expressly agree.
10. Cost of return delivery
Unless the Website states otherwise, the customer is responsible for return shipping costs when goods are returned because the customer has changed their mind.
If the goods are faulty, damaged, incorrectly supplied or not as described, return delivery costs will be handled in accordance with applicable law.
Where we agree to arrange or reimburse return shipping, you may be required to use specific return labels, courier services or instructions provided by us.
11. Exchanges
We may offer exchanges for certain products, depending on stock availability and operational requirements.
An exchange is not guaranteed unless we expressly confirm it.
If an exchange is not available or cannot be completed, we may process a refund instead in accordance with this Policy and applicable law.
12. Delivery issues
Delivery timeframes are estimates only, unless we clearly state otherwise.
Delays may occur due to carrier disruptions, customs procedures, weather conditions, increased order volumes or other circumstances beyond our reasonable control.
If your shipment appears to be lost, substantially delayed or not delivered, please contact us so that we can review the issue and, where appropriate, liaise with the relevant delivery provider.
Additional delivery or return costs may apply where delivery fails because incorrect or incomplete delivery information was provided, or where delivery was refused without a valid reason, where permitted by law.
13. Risk and ownership
Risk in the goods passes to you upon delivery, unless applicable law provides otherwise.
Ownership of the goods transfers only once we have received full payment for the goods and any applicable delivery charges in cleared funds.
14. Limitation of liability
Nothing in this Policy excludes or limits liability where it would be unlawful to do so.
Subject to applicable law, we are not responsible for losses that were not reasonably foreseeable, or for indirect or consequential losses.
This Policy does not affect any consumer rights that cannot legally be excluded or limited.
15. Events outside our control
We will not be responsible for delays or failures caused by events outside our reasonable control.
Such events may include transport interruptions, customs delays, industrial action, extreme weather, natural disasters, pandemics, utility failures, cyber incidents, government measures or other similar circumstances.
16. Changes to this Policy
We may revise or update this Policy from time to time.
The most recent version will be made available on the Website and, unless applicable law requires otherwise, will apply to orders placed after the updated version takes effect.
17. Governing law
This Policy and any dispute or claim arising from or connected with it shall be governed by the laws of England and Wales, except where mandatory consumer protection laws of another jurisdiction apply.
The courts of England and Wales shall have jurisdiction, subject to any mandatory rights that consumers may have under applicable law.
18. Contact information
For questions about cancellations, returns, refunds or exchanges, please contact us using the details below:
Email: info@ardentwaylp.com
Phone: +447386487517
Postal address: Suite 6097, 128 Aldersgate Street, Barbican, London, EC1A 4AE, England
Please include your order number in any message relating to an existing order.