Returns & Refunds policy

Your Right to Cancel

When you purchase goods online, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to certain legal exceptions.

If you decide to cancel, you should notify Wenthall within the applicable cancellation period. After notifying us, you will generally have a further 14 days to return the goods.

Certain products may be excluded from the cancellation right where permitted by applicable law.

How to Request a Return

To request a return or exercise your cancellation rights, please contact Wenthall using the customer service contact details available on our website.

Where possible, please provide:

Your order number
Your name
The items you wish to return
Any relevant information about the reason for your return

We will provide the appropriate return instructions where necessary.

Condition of Returned Items

You should take reasonable care of products while they are in your possession.

You may generally inspect products in a similar way to how you would be able to inspect them in a physical shop.

Where permitted by law, Wenthall may make a deduction from a refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.

Where possible, products should be returned with their original packaging, tags and accessories.

Return Shipping Costs

Unless otherwise stated or required by law, you may be responsible for the direct cost of returning an item when exercising the statutory cancellation right.

If a product is faulty, damaged, incorrect or not as described, different arrangements may apply and Wenthall will handle the matter in accordance with applicable consumer law.

Refunds

When a valid cancellation is made, Wenthall will provide a refund in accordance with applicable law.

Where required, the refund will include the cost of standard delivery. If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option available.

Refunds will normally be made using the original payment method.

Where permitted by law, we may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back.

Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrect or not as described, please contact Wenthall as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs or other information that may help us assess the issue.

Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction, refund or another appropriate remedy.

Your statutory consumer rights are not affected by this policy.

Faults That Develop Later

Your consumer rights may continue to apply when a fault becomes apparent after the initial 14-day cancellation period.

The remedy available will depend on the circumstances, the nature of the fault and the applicable consumer protection laws.

Exchanges

Wenthall does not guarantee that a direct exchange will always be available.

Where an exchange is not available, you may be able to return the original product and place a new order, subject to applicable law and product availability.

Your statutory rights remain unaffected.

Products Excluded From Cancellation Rights

Certain products may be excluded from the statutory cancellation right where permitted by applicable law.

This may include:

Personalised or customised products
Certain sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken
Products that become inseparably mixed with other items after delivery
Other products or circumstances specifically excluded by applicable law

Where an exception applies, relevant information will be provided where required.

Refund Processing Times

Refunds will be processed within the timeframe required by applicable law.

Although Wenthall will process refunds within the appropriate period, the time required for the funds to appear in your account may depend on your bank, card issuer or payment provider.

Missing or Delayed Returns

If you have returned an item but the return has not been received, please contact Wenthall and provide proof of postage or tracking information where available.

Responsibility for a missing return will be assessed according to the circumstances and applicable law.

Delivery Problems

If your order does not arrive, arrives significantly later than expected, or there is another delivery problem, please contact Wenthall.

We will investigate the issue and take appropriate action in accordance with our Shipping & Delivery Policy and applicable consumer law.

Promotions and Discount Codes

If you return an item purchased using a promotional offer or discount code, the refund will generally reflect the amount you actually paid for the returned item.

Where a promotional offer depended on purchasing multiple products, the refund may be affected by the terms of that promotion.

Your statutory consumer rights are not affected.

Gift Purchases

Where a product was purchased as a gift, any refund will normally be made to the original payment method used for the purchase, subject to applicable law.

Returns and Refund Abuse

Wenthall may investigate unusual, fraudulent or abusive return activity where reasonably necessary to protect our business and customers.

Nothing in this section limits or removes any statutory consumer rights.

Your Statutory Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude or restrict your legal rights.

Depending on the circumstances, consumer goods must generally be of satisfactory quality, fit for purpose and as described.

Where a product does not meet the required legal standards, you may have statutory remedies under applicable consumer protection law.

Mandatory consumer rights will always take precedence over this policy.

Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our business, products, services or applicable legal requirements.

The latest version will be published on this page together with the relevant update date.

Contact

If you have any questions about returns, refunds, cancellations or faulty products, please contact Wenthall using the customer service contact details available on our website.

When contacting us, please provide your order number and relevant information about your request where possible.