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Returns (continued)
- Unwanted Products
- Our policy is to ensure that you are satisfied every time you purchase a Product from The Wand Company. If you are unhappy with your Product when you receive it or if you simply change your mind please return it to us within 30 days, with the despatch note, having taken all reasonable care of it so that it is undamaged and in an unused state complete with packaging and all components, and we will refund you the price you paid for that Product (excluding any postage and packing costs which we have incurred). In the case of free UK shipping we will deduct a shipping charge of £10 for all Products returned in this way.
- We will make the refund directly to the credit/charge card used to place the original order within 30 days or earlier, once we have inspected the returned item and are satisfied that it has been returned to us in the condition it was in when delivered to you.
- You will have to pay for the return postage of the Product or Products.
- This does not affect your statutory rights.
- Faulty Products
- We try to make sure that our Products pass through a rigorous quality control process and are packaged and shipped securely to make sure that they arrive in good condition. However, if a Product arrives damaged or with defects, we will replace it free of charge or provide a full refund as appropriate, if you return the Product to us at the postal address below within 30 days of receipt.
- In these circumstances we will also pay you the cost of the return postage. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.
- You will have to pay for the return postage of the Product or Products.
- For help with items later than 30 days after your initial purchase please email us for more information.
- This does not affect your statutory rights.
- Returning Unwanted or Faulty Products
- Please contact us by telephone on 0844 357 257 5 or email at info@thewandcompany.com to inform us of your wish to return Products.
- We may allocate you with a Returns Code which should be included with the package to improve processing of your return.
- We may also advise you how to send the item back to us. Occasionally items may have to be picked up by a courier service. Otherwise, please use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) and return to:
The Wand Company Customer Returns
PO Box 11074
DUNMOW
Essex
CM6 9BR
United Kingdom
- You will be responsible for the returned Products until they reach us.
- Unwanted Products - European Distance Selling Regulations (DSRs)
- By law, consumers in the European Union have the right to cancel a contract for the purchase of an item within seven working days of the day after receipt of the order.
If you wish to cancel your order under the DSRs we ask you to please notify our Customer Service team quoting your name and order number: by email at info@thewandcompany.com; or by telephone on 0844 357 257 5; or by post to our Head Office address. We will then arrange for you to be refunded accordingly. Where you are cancelling your order within this cooling-off period we will refund the cost of the item and the cost of sending the item to you as follows:
- where you are returning an item that was part of a larger order, we will refund any specific delivery charges that you incurred for that item over and above our Standard Delivery rate.
- where you are returning your entire order, we will refund the Standard Delivery charge incurred.
- where we collect an item from you, we reserve the right to recover the costs of collection from you.
- where you post us the Product, you will be responsible for the return postage.
- we will NOT refund the cost of any gift-wrapping, your costs in returning the item to us and other services provided to you in connection with your purchase (e.g. Express Delivery, where offered) UNLESS you are returning the item to us because of an error on our part (or because it is defective) under our 30-day Money-back Policy above.
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