We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below. This policy applies to products bought from Whimzy.
This policy forms part of the Whimzy Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.
1. Unwanted Products
In general, you can exchange a damaged, defective or expired product to us within 7 days of your purchase for a replacement or repaired product, provided the item has not been personalised.
We will only exchange personalised items that have been incorrectly personalised due to our error or if they were received in a defective state.
Should you receive a personalised product in a defective condition, please send us a photograph of the fault via email as soon as you receive delivery. We will not be able to exchange defective personalised items that have been in your care for more than 24 hours without notifying us of the defect.
Should a product qualify for an exchange we will collect the product from you at no charge. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
Once we have inspected the product and validated your return, we will credit your account with the purchase price of the defective product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 5 – 10 working days to reflect in your account. We are entitled to refuse a return if you have failed to inform us of the defect within 24 hours of receiving the product.
Want to exchange?
Edible products can be exchanged for alternate flavours or for items of the same value within 7 days provided they are returned in the original packaging and have not been damaged. The customer will be liable for the courier cost.
We reserve the right to inspect the product to validate your return.
Not what you ordered?
If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), or has incorrect personalisation due to our error please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).
2. Products not eligible for returns
The following products are not eligible for a refund, exchange or credit:
- products marked “Final Sale”;
- electronic vouchers;
- products which have been personalised for you or made to your specifications, unless defective.
3. Products damaged on delivery
Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by sending an email with photos of the defective product to firstname.lastname@example.org
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on replacement availability.
4. Defective products
We do our best to ensure that the products we deliver to you are of a high quality and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section 4:
- faults resulting from natural wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
If you return items to us by mistake and you want these returned to you, you may be liable to reimburse Whimzy for the cost of having the product returned to you.
If you return a product that does not comply with this policy, you may be liable to reimburse Whimzy for the cost of collecting the product from you and the cost of having the product returned to you.