WileyCub facilitates UK & International deliveries via Royal Mail tracked courier service. We reserve the right to use an alternative courier service, if deemed necessary, without informing our customers.
In order to protect both parties we encourage you to refuse any delivery that may seem damaged or tampered with in any way.
This includes any holes in the outer packaging or where the parcel may have been opened, ripped and re-taped.
Once you have refused the delivery, please contact us immediately to resolve this issue allowing us to raise an investigation.
Please be aware that we will not be held responsible for any package that is damaged or tampered with and then signed for by yourself.
If the courier has attempted delivery 2-3 times (or as per their policy) at the address you provided and your order is returned to us, you will be automatically issued a refund for your order minus any delivery charges paid and/or fees incurred.
If you have provided insufficient address details and your order is subsequently returned to us, you will be automatically issued a refund for your order minus any original delivery charges paid and/or fees incurred. If your order has not yet been shipped then we required you to contact us immediately so we can do our best to intercept your order and ensure the correct address is reinstated.
You will have 14 days from receiving your order to report any issues such as damage or defects to the outer packaging or missing or damaged items within your order. We will not be held responsible for any issues reported after this period. When reporting these to us please ensure you have photographed the issue as we will ask for this to conduct our investigation. This does not affect the regular returns policy timescale.
We have created this 28 day returns policy to ensure you have an adequate amount of time to return a product for exchange or credit. We operate a refund for credit/exchange policy only. This means that any product is eligible to be exchanged or your account credited within 28 days of purchase unless sale item or other. We do not operate a refund only policy.
If you request an exchange, the exchange will entitle you to an alternative product of up to the same value. Any product chosen that exceeds original purchase price, the difference shall be covered by you (the customer). If you are wishing to exchange for a product which is below value of original purchase, your account will be credited. Additonal costs will be applied to cover shipping, these costs will be covered by you (the customer) unless stated otherwise by Wiley Cub. Wiley Cub reserves the right to deduct costs of shipping from any available credit, alternative payment for shipping to be covered by you (the customer) prior to shipment being made.
If you request refund for credit, your account will be credited the original purchase price. (excluding the original postage that has been paid).
Credit has a 1 year expiry date so should be used within this time. If you request to purchase a product using your credit code after 1 year, Wiley Cub reserves the right to refuse your order and not re-issue credit.
On the rare occasion, some exchanges may take longer than expected to process, however all exchanges will be processed within 10 working days from the time of receiving your item(s).
This refund to exchange policy applies to our customers worldwide.
This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).
You must comply with the following check points to enable receiving an exchange or return for credit:
We receive the returned product(s) within 28 days from the original date of delivery.
The returned product is unused and within its original packaging. All original labels intact and in a condition to resell the product.
Please note ANY items returned covered in animal or human hair may NOT be exchanged or returned for credit.
Please make sure the item that you intend to return is not visibly worn, damaged, marked in any way with pen or grease, make-up, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem renders the item unsaleable.
If you return your item(s) beyond the 28-day period or what we deem to be a non-sellable condition, we will hold the item(s) until a minimum of £4.50 returns postage charge is paid to have this dispatched back to you. Our Customer Service Team will be in touch to advise you of this.
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
We will not accept refund for credit or exchange the product
We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product
If we do not receive payment of such additional amount within 28 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.