Refund & Exchanges Policy

1. This policy sets out the returns policy for goods or services purchased through the online store operated by West & Jones.

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

3. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return. You will not be entitled to a refund of the cost you incur in returning the item to us.

4. If the item you purchased was faulty, or you think the item was not as described in the item description, please contact us first before requesting a refund, as we may be able to resolve your problem to your satisfaction.

5. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.

6. Once your return is received and inspected, we will contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain number of days. 

7. Please note we will not refund postage or shipping or customs fees of the original shipping or return shipping or customs fees; this is within the obligation of the Buyer.

8. If you have not received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it has not been received and then contact your bank, as some banks or card companies take a number of days to credit your account.

9. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

10. If an item you purchased was in a sale, then it may not be eligible for a refund if you have changed your mind. If you are in any doubt, please contact us before making the purchase.

11. We can not offer full refunds for customised items purchased; this includes size alterations, additional components added, etc. 

 

Refunds for International Customers

12. We will issue your refund, excluding the original shipping fees charged and incurred by us when the goods were sent to you, within 14 days of receiving the goods, provided that the returned goods comply with the conditions set out above. You will also need to pay for any customs fees or similar when the returned items enter the UK.

13. If you cancel your order before we have processed or dispatched your order, we will refund any shipping charges paid, provided we have not already incurred costs booking your order with a courier for delivery.

Returned Parcels

14. If an order is returned to us because it was not collected, delivery was refused, an incorrect address was provided, or for any similar reason, we will hold the parcel for up to 28 days from the date it is received back.

14 (a). This holding period allows time for any additional charges imposed by the courier or customs authorities for the return of the parcel to be processed.

14 (b). After 28 days, if we have not received further instructions from you, we will issue a refund for the order, less any shipping costs, return shipping charges, customs fees, duties, taxes, handling fees, or other costs incurred as a result of the parcel being returned.