Returns Policy
Your Consumer Right of Return and Refund
If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
What you have purchased is faulty, damaged or incorrect …
What we may offer:
If the product purchased is faulty, damaged or incorrect, we may offer you a repair, exchange or refund as appropriate.
What you need to do:
Please contact us on customerservice@wallpaperbuddy.com to discuss the issue with the products or services purchased and which of your legal rights you wish to exercise. If you wish to exercise your legal rights to (a) reject products; or (b) request re-performance of the services, please provide your name, home address, details of the order and, where available, your telephone number and email address to our customer assist team.
What we will do:
Our customer assist team will arrange for the products to be collected by us or the delivery provider that delivered the products to you. We will refund you the price for the products including delivery costs and the costs of return, by the method you used for payment as soon as we can. If the method you used for payment has expired in the intervening period, we will refund you the price you paid for the products by cheque or TT transfer.
If you have changed your mind…
What we may offer:
Under the Consumer Contracts Regulations 2013, for most products bought online you have a legal right to change your mind within 14 days and receive a refund. You are entitled to cancel your contract provided that you exercise your right to cancel no longer than 14 days after the day on which you receive the goods or services. If you cancel after we have started providing the services, you must pay us for the services provided up until the time you tell us that you have changed your mind. In addition to these rights, our returns policy allows you to return a product, provided that you have proof of purchase, within 30 days of you purchasing or collecting the product. This doesn’t affect your statutory rights if the products are faulty or not as described.
What you need to do:
To exercise your right to cancel and arrange collection of the products to be returned, please contact us via customerservice@wallpaperbuddy.com.
Please provide your name, home address, details of the order and, where available, your telephone number and email address. The products must be returned to us within 14 days of telling us you wish to end the contract, in a new and unused condition and in the original packaging.
What we will do:
Our customer assist team will then arrange for the products to be collected by us or the delivery provider that delivered the products to you. Where you are exercising your right to cancel because you have changed your mind, the products will be returned at your cost. We will advise you of the collection charge when you contact us. We will refund you the price for the products, including original delivery costs, by the method you used for payment. If the method you used for payment has expired in the intervening period, we will refund you the price you paid for the products by cheque or TT transfer. We may make a deduction from the refund for any loss in value of the products, if the loss has been caused by unnecessary handling by you. We will refund you no later than 14 days after the day you exercised your right to end the contract.
If you want to end the contract because of something we have done…
What we may offer:
Reasons for wanting to end the contract for this reason include:
- we have told you about an upcoming change to the product or these terms which you do not agree to;
- we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
- there is a risk that supply of the products may be significantly delayed because of events outside our control;
- we have suspended supply of the products for technical reasons, or we notify you that we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or you have a legal right to end the contract because of something we have done wrong.
What you need to do:
To end the contract for this reason and arrange collection of the products to be returned, please contact us customerservice@wallpaperbuddy.com.
Please provide your name, home address, details of the order and, where available, your telephone number and email address.
What we will do:
We will consider your reason(s) for wanting to end the contract and attempt to find a resolution which you are happy with. This may include offering to collect the product(s) from you and providing you with a full refund.
Statutory Rights
Because you are a consumer, we are under a legal duty to supply goods that are in conformity with this contract. As a consumer, you have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this consumer right of return and refund policy pursuant to the Regulations or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.