This policy applies to cancellation or orders by WTTB Ltd’s (“WTTB”, “we”, “us”, “our”) customers (“you”, “your”).
This policy is supplementary to and should be read in conjunction with our Terms and Conditions and our other policies we may issue from time to time.
No general right to cancel
As mentioned in our terms and conditions (“Terms and Conditions”), you do not have a general right to cancel any order for goods you submit to us.
This applies even where you are a consumer. This is because the goods you order from us are personalised and therefore your legal right to cancel does not apply.
You shall only be entitled to cancel an order where you are permitted to so by our Terms and Conditions, or by applicable law.
Cancellation due to faulty products
If you believe your goods are damaged/faulty, to help us investigate further, please send a picture and/or video of the product or packaging, clearly showing the fault you’ve noticed, to sales@wttb.co.uk.
Please also include the following detail so we can help:
- Your name;
- Your order number;
- A description of the fault.
Once we review your photographic evidence, we will confirm whether:
- We accept your claim that the goods are faulty; or
- Would like to inspect the goods in person.
In either case, we may request that the goods are returned to us. All goods must be returned to us in accordance with the instructions set out in “How to return your goods to us”.
If you are a trader, or you are a consumer seeking the short term right to reject, the burden is on you to show that the goods are faulty. So we kindly request your full co-operation during our investigation.
If you do not return the good to us within 28 days of our request to return the goods, or where you do not co-operate with us with respect to our investigation and/or any other follow-up questions we may have regarding the goods, we will consider your claim closed.
Right to cancel
If you believe you have any other right to cancel or reject an order (or any part of an order), please send us an email to sales@wttb.co.uk.
Please also include the following detail so we can help:
- Your name;
- Your order number;
- Product name and code (the product name and code can be found on your order confirmation email);
- On what basis you believe you have the right to cancel or reject an order; and
- Any evidence to support you right to cancel or reject an order.
To investigate whether you have the right to cancel or reject an order, or, where we confirm you do have the right to cancel or reject an order, we may request that the goods are returned to us. All goods must be returned to us in accordance with the instructions set out in “How to return your goods to us”.
If you do not return the goods to us within 28 days of our request to return the goods, or where you do not co-operate with us with respect to our investigation and/or any other follow-up questions we may have regarding the goods, we will consider your claim closed.
How to return your goods to us
It is your responsibility to return the goods to us.
Please return all goods to us to the following address:
WTTB, Unit 93/94 North East BIC, Wearfield, Sunderland, SR5 2TQ
We request that all goods which are returned are accompanied by a label clearly specifying:
- Your name;
- Your order number; and
- Product name and code (the product name and code can be found on your order confirmation email).
You are responsible for ensuring the goods safely arrive at the above return address. We therefore recommend that you use a reputable courier service and that you retain evidence that the goods have been sent.
You are required to cover the costs of your return unless you are a consumer in which case we may cover your reasonable costs of return.
Replacement goods or a refund
Where you are entitled to cancel or reject an order (or any part of an order) and you have followed the procedures set out in the Terms and Conditions, this policy or as otherwise specified by us, you may be entitled to replacement goods or a refund.
Where we agree to provide you with, or where you are legally entitled to, replacement goods, the Terms and Conditions shall apply to the provision of such goods.
Where we agree to provide you with, or where you are legally entitled to, a refund, we will refund the same bank account used for payment of the goods (unless otherwise specified by you) and we will aim to provide all refunds within 14 days of the date on which we agree to provide you with a refund.
We reserve the right to vary this policy from time to time. The latest version of this policy will be available on the Website. It is your responsibility to regularly check our Website to make sure that you are aware of the latest version of this policy.