Refund policy

1. YOUR RIGHT TO CANCEL – 14 DAYS

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your item to cancel your order, without giving any reason and without any penalty.

If your order contains several items delivered separately, the 14 days start from the day you receive the last item.

To cancel, simply let us know your decision with a clear statement sent by email to our customer service before the deadline. You can use the model cancellation form at the end of this policy, but you don't have to.

You then have 14 days from the day you tell us you're cancelling to send the item back.

2. OUR 90-DAY HAPPINESS GUARANTEE

On top of your 14-day legal right to cancel, we give you extra time to change your mind: you have 90 days in total from the day you receive your item to request a return.

This guarantee is in addition to your statutory rights and does not replace them. For returns made between day 15 and day 90, the item must be unused, unwashed and in its original packaging, return postage is at your expense, and your refund will be made to your original payment method.

3. RETURN CONDITIONS

You may handle the item as you would in a shop to check its nature, characteristics and how it works. However, if the item has been handled more than necessary for this, we may reduce your refund to reflect any loss in value, and we will explain why.

Procedure. Please contact us before sending anything back so we can give you instructions and the return address. Parcels sent without contacting us first may not reach us or may not be identifiable, which can delay your refund.

Return costs. Unless we tell you otherwise or a specific promotion applies, you are responsible for the cost of sending the item back. You will never pay return costs if the item is faulty, not as described, or if we sent you the wrong item (see section 5).

We recommend keeping your proof of postage: if there is any dispute about whether your return reached us, it will show that you sent it.

4. ITEMS THAT CANNOT BE RETURNED

Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to:

  • goods made to your specifications or clearly personalised;
  • goods that are liable to deteriorate or expire rapidly;
  • sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery;
  • sealed audio or video recordings or computer software once unsealed after delivery;
  • digital content not supplied on a tangible medium, once the download or streaming has begun with your express consent;
  • gift cards.

Sale items. Items bought on promotion or in a sale have exactly the same return and refund rights as any other item: your 14-day right to cancel and your statutory rights apply in full.

5. FAULTY, DAMAGED OR INCORRECT ITEMS

Please check your order as soon as it arrives. If your item is damaged, faulty or not what you ordered, contact us with photos of the item and the packaging and we will replace it or give you a full refund, with all return and redelivery costs covered by us.

This does not affect your statutory rights under the Consumer Rights Act 2015, which apply in all cases:

  • Within 30 days of delivery, you can reject a faulty item and get a full refund.
  • Within 6 months of delivery, if the item turns out to be faulty, we will repair or replace it. If that isn't possible or doesn't work, you are entitled to a refund or price reduction. During this period, the fault is presumed to have existed at delivery unless we can prove otherwise.
  • After 6 months, you can still make a claim for a faulty item for up to 6 years from delivery (5 years in Scotland), though you may need to show that the fault was present at delivery.

These rights are free of charge and apply independently of the guarantee described in section 2.

6. REFUNDS

Amount. If you cancel within the 14-day legal period, we will refund all payments you made, including the cost of standard delivery. If you chose a more expensive delivery option than our standard one, we will not refund the extra cost.

Timing. We will refund you within 14 days of receiving the item back, or within 14 days of you providing proof that you have sent it, whichever is sooner.

Method. Refunds are made to the payment method you used for your order, unless you expressly agree otherwise. You will not be charged any fee for the refund.

Depending on your bank or card provider, it may take a few extra days for the refund to appear in your account after we've processed it. If you haven't received it 10 working days after our confirmation, please contact us.

7. EXCHANGES

We don't offer direct exchanges. The quickest way to get the item you want is to return the one you received and place a new order.

This does not apply to faulty or incorrect items, which we will replace as set out in section 5.

8. CONTACT US

For any questions about returns or refunds, please email our customer service at [support email].

MODEL CANCELLATION FORM

(Complete and return this form only if you wish to cancel the contract. Its use is optional.)

To: The Wee Coo, [support email]

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on: …………………………
Received on: …………………………
Order number: …………………………
Item(s): …………………………
Name of consumer: …………………………
Address of consumer: …………………………
Signature of consumer (only if this form is sent on paper): …………………………
Date: …………………………