WBCo. Returns and Refund policy
Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
Our policy lasts 7 days. You must inform us immediately of faulty goods upon receipt and no later than 7 days after. If 7 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, or is missing parts for reasons not due to our error
- Any item that is returned more than 7 days after delivery
Damaged goods
If the products that you receive are damaged or faulty, please contact customersupport@westbarnco.com within 14 days of receiving them, including images of the faulty product and your 5-digit order number in the email. You will be instructed on how to return them to us. In this case, you will be offered an exchange or a full refund, after we have received the returned products.
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Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customersupport@westbarnco.com and post your item to:
West Barn Co Ltd,
Unit 8, St John's Road,
Meadowfield Industrial Estate,
Durham,
DH7 8TZ,
United Kingdom.
Please provide our Customer Support Team with an image of proof of postage and the cost will be reimbursed.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
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Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customersupport@westbarnco.com.
Returns
Due to the handmade, eco-friendly nature of our products (they are unsealed) refunds and returns are not accepted if you wish to cancel or return your items for any reason other than if the item arrives damaged or is faulty. This is due to hygiene reasons.
If you change your mind before your order is dispatched, and you have written confirmation from our Customer Support team that they have received this request in time, we are happy to refund your full amount and cancel your order. We are unable to do this if your order has already been shipped.
Please note, if you provide us with the incorrect or incomplete shipping information during check out and the products are shipped, we cannot guarantee they will be returned to us if you do not receive them. If they are returned to us in a resellable condition, you will receive a refund for the cost of the items only.
This policy is offered in addition to your legal rights; nothing in this policy affects your statutory rights as a consumer.
