Refund policy
Return & Refund Policy
At Wooler and White, we want you to be happy with your purchase. If you change your mind about an item, or there is a problem with your order, please contact us and we will be happy to help.
Our 30-day returns policy
You can request a return within 30 days of receiving your order.
To be eligible for a return under our 30-day returns policy, items should be returned in their original condition, unused and with any original tags and packaging where reasonably possible.
Please note that your statutory rights are not affected by this policy. In particular, online customers have a legal right to cancel an order within 14 days of receiving their goods, without having to give a reason.
How to request a return
To request a return, please email us at:
Please include your order number and let us know which item or items you would like to return and the reason for the return.
We will then provide you with the return instructions and return address.
Please do not send an item back without contacting us first.
Change-of-mind returns
If you simply change your mind about your purchase, you are responsible for the cost of returning the item to us, unless we have agreed otherwise.
Under your statutory cancellation rights, you can cancel your online order within 14 days of receiving your goods. Once you have told us that you wish to cancel, the goods should be returned within a further 14 days.
For a statutory cancellation, we will refund the standard delivery cost you originally paid. If you selected a more expensive delivery option, we will only refund the cost of the least expensive standard delivery option available.
For returns made under our additional 30-day returns policy after the statutory cancellation period has ended, the original delivery charge is not refundable.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or is not what you ordered, please contact us at orders@woolerandwhite.co.uk as soon as possible, preferably with photographs showing the problem.
We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory rights.
You will not be responsible for return postage where the item is faulty, damaged, incorrect or not as described.
Condition of returned items
You are entitled to handle goods to the extent necessary to establish their nature, characteristics and functionality, in the same way you would be able to inspect them in a shop.
If an item has been used or handled beyond what is reasonably necessary to inspect it, and this has reduced its value, we may be entitled to make a reasonable deduction from a statutory refund.
For returns under our additional 30-day policy, we ask that items are returned unused and in their original condition.
Refunds
Once we receive your returned item, we will inspect it and process any refund that is due.
Where you are exercising your statutory right to cancel, we will issue the refund within the timeframe required by law.
Refunds will normally be made to the original payment method used for the purchase.
For statutory cancellations, we will refund the standard delivery charge originally paid, subject to the terms above.
For voluntary returns made under our additional 30-day returns policy, the original delivery charge is not refundable.
Exchanges
We do not currently offer direct exchanges.
If you would like a different colour, style or product, please return the original item and place a new order once your return has been processed.
Sale items
Sale and promotional items are eligible for return in accordance with this policy and your statutory rights. A reduced price does not remove your legal consumer rights.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer.
Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, not as described or does not meet these requirements, you may have additional rights under UK consumer law.
If you have any questions about returning an item, please contact us at:
We will do our best to resolve any issue quickly and fairly.