You may wish to cancel an order with us within the 30-day cooling off period. If this is the case, we will refund you in full once your order has been returned to us in the same condition it was sent to you in.
Please note we do not offer a free returns service, you are required to pay for any unwanted returns. Please contact us at [email protected] for a return address and returns form. We are unable to process any returns if this information is not included with the items being returned. There is a 10% restocking fee.
Before returning your purchase, please ensure the goods are in the same condition as they were originally sent in and in the original packaging. Unwanted products must be returned in a fully resaleable condition, which includes being in the original, unmarked and undamaged packaging. The product must not have been used or assembled in any way. We do not accept responsibility for items lost or damaged in transit back to us. We strongly advise that goods are returned using a trackable service and that you retain your proof of postage so you are able to claim from your courier in the rare event of any loss or damage.
Winnerwell UK retains the right to refuse a refund on any item deemed to be in an unsaleable condition. If the items are not returned in resaleable condition we reserve the right to reduce the refund amount at our discretion if the product shows signs of use. Alternatively, the item will be returned back to you.
If the item has been returned in the condition it was sent out, we will issue a full refund to your original payment method. This will exclude any shipping costs.
If the Item you are sending back is faulty, please email us and attach photos showing any potential fault. We will get back to you as soon as possible to resolve this.
If returns are sent back due to a manufacturing fault or defect and we have received the item, it will be fully inspected it and checked for the reported fault or defect.
Once fully inspected by our returns department, providing that the product has not been damaged, we will then offer a replacement, repair or issue a full refund.
You will not be entitled to a refund if the items are accidentally damaged, misused, abused, amendments have been made, or it has been used in a manner for which it was not intended.
Customer support is very important to us and we will do our utmost to sort out any problems however like any warranty it is not an insurance against damage caused by nature e.g. storms or high winds. Our warranty does not cover against damage or accidental damage either.
As a consumer, we understand that you have legal rights in relation to products that are faulty or not as described and nothing in these terms will affect these legal rights.
Please contact us regarding any returns by email or telephone.
We are happy to accept any return if the item has not been used and it is with its original and undamaged box.
- The box, foam inserts and instructions are part of the product and all should be returned as they arrived.
- Please do not apply tape directly to the box.
- Please do not send the item back without its original box.
- Securely pack the branded box in a cardboard box so it is secure in transit.
- Stick the return label on the packaging not on the box of the item.
- Important note: we will refuse all or part of the refund if the item or its original box are not returned in their original condition as they were received.
To start a return, please email us at [email protected]