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Customer Service
- Contract
- Each purchase with us is a legally binding contract. Once you place your order at the end of the checkout process, we will send you confirmation of your order. However, this does not constitute an acceptance of that order. Despatch and confirmation of despatch via email confirms our acceptance of your order, and completion of the contract. Please note that we reserve the right to not accept orders, due to the item being out of stock, an inability to receive or obtain authorisation for your payment, errors in description or pricing or you not meeting our order criteria. If your order is not accepted, we will notify you via email.
- Payments
- You confirm that the credit or debit card this is being used is yours. All credit or debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
- Returns & Replacements
- At Wandsmiths, we adhere to a "no quibbles" guarantee. This means that if for any reason you are not happy with your purchase (for example, if the item you have ordered is defective or faulty) then you must return the item to us unused and in its original condition within 30 days for a quick replacement, exchange or refund.
If you are returning or replacing your item because the item you received was damaged, faulty or incorrect, please use the form on the Contact Us page quoting your name and address, your order number, details of the returning product and whether you would like a refund or a replacement. Please note that if your item is in fact faulty, we will happily refund your costs in returning it to us, provided that you have returned it within a 'reasonable period of time'.
If you are returning a whole order, you will also be refunded for the delivery charge on the complete order. Any returned items should include all parts, instructions, accessories and packaging where possible.
You should be aware that responsibility for the item(s) you are returning lies with you until it reaches us. For this reason, we advise you to use a delvery method that insures you for the value of the returning item(s). - Unwanted Items
- If you are not satisfied with your items and change your mind about your purchase, you have the right to a '7 day cooling period', within which you may return your item(s) and receive a full refund. If this is the case, please return your item(s) within 30 days of receipt in perfect re-saleable condition, making sure to include any additional parts, instructions or accessories. We do, however, reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price for resale. Your statutory rights are unaffected.
