Refund policy
Introduction
At Wickedly Welsh Chocolate Company Ltd, we are committed to ensuring the satisfaction of our customers. This Returns & Refunds Policy outlines the terms under which purchases made through our online store at wickedlywelsh.co.uk can be returned or refunded. This policy is designed to be compliant with UK regulations and consumer rights laws, specifically the Consumer Rights Act 2015.
1. Defective Products
Time Frame for Return: Customers have the right to return defective products within a 14-day period from the point of purchase, plus an additional 3 business working days to account for the delivery period.
Process: To initiate a return for a defective product, please contact our customer service team at mmm@wickedlywelsh.co.uk with your order details and a description of the defect. Upon confirmation, you will be provided with return instructions.
Refunds: Customers returning defective products are liable for the initial postage cost. However, this cost, along with 100% of the value of the item(s) being returned, will be refunded once we receive and process the returned item(s).
2. Change of Mind or Circumstances
Time Frame & Conditions: Returns due to a change of mind or circumstances are accepted under the same 14-day period plus 3 business working days. Products must be returned with factory seals intact and undamaged to be eligible for a return.
Time Frame for Return - Special Considerations: Extended Time Frame During Public Holidays and Seasonal Periods: We understand that during public holidays and key seasonal periods, such as Christmas and Easter, regular postage times may be affected. To accommodate these variations, we extend the return time frame to account for any postal delays. The extension period will be determined based on the specific holiday or season, ensuring that our customers are not disadvantaged by postal service variations during these times. Christmas is usually the period most impacted by any returns policy as goods purchased weeks in advance as a gift are not usually opened until Christmas Day, so in this case the returns window would not start until the first business day in January.
Please note that this extended time frame is applicable only during recognized public holidays and significant seasonal periods where postal services are known to be impacted. Customers are encouraged to check our website or contact our customer service for specific details regarding extended return periods during these times.
Restocking Fee: A restocking fee, calculated as 50% of the value of the items being returned, will be deducted from the refund.
Postage: Postage costs for returns due to change of mind or circumstances will not be refunded.
3. Initiating a Return
To start a return, you can contact us at mmm@wickedlywelsh.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please quote your order number in the return request.
4. Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation. Under the Consumer Rights Act, you have a legal right to receive goods that are as described, fit for purpose, and of satisfactory quality.
5. Additional Terms
- Quality Assurance: All products are subject to quality checks to ensure they meet our high standards.
- Expiration Dates: Products returned must have a sufficient expiration period remaining. We cannot accept returns of products close to or past their expiration date.
- Health & Safety: Due to health and safety regulations, we cannot accept returns of opened or tampered food products unless defective.
- Refund Processing: Refunds will be processed to the original method of payment within 14 days of receiving the returned item(s).
6. Contact Information
For any queries or further information regarding our Returns & Refunds Policy, or for any return question, please contact our customer service team at mmm@wickedlywelsh.co.uk.