For any Returns or Warranty enquiries, you will need authorisation from our Returns Manager to be considered prior to shipping. Please contact hollie@windwave.co.uk for details. Hollie will arrange a return and an email containing a returns form will be sent to you. Please complete the form, attach a copy of your proof of purchase, and place them in with your product.

We recommend that you take your package to a post office and send via recorded delivery (or similar), as Windwave cannot accept responsibility for any loss or damage that may occur during transit. You are fully responsible for the item up until the time that it has been received by us. We advise that you email us the tracking number so it can be added to your claim for reference.

It normally takes us about 10 working days to process a return once the returned items have been received into our warehouse. Upon inspection of the returned product, Windwave will issue a refund or process an exchange. A return confirmation email will be sent to you once your return has been processed.

In the unlikely event that an item is returned to us in an unsuitable condition, Windwave reserves the right not to refund the item and arrange to send the item back to you at your expense.

Please note that we can only offer exchanges for a like-for-like product in a different colour or size. Please also bear in mind that we cannot guarantee that a replacement product will be in stock when your return is processed. We therefore we recommend placing a new order and returning the original product for a refund.

Please note that returned products cannot be dropped back at our warehouse or offices. All returns must be sent via post.

For further information please see our Terms and Conditions.

Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

However, this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).

After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.

Refunds (if applicable)

Once your returned item 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 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded.

There are certain situations where only partial refunds are granted (if applicable):

• Books or other paper products with obvious signs of use;
• Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and
• Any item that is returned more than 30 days after delivery.

Late or missing refunds (if applicable)

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 Hollie at hollie@windwave.co.uk.

Sale items

We do not offer refunds for sale items, unless they are faulty.

Exchange (if applicable)

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send Hollie an email at hollie@windwave.co.uk and post your item to:

Returns Dept.
Solent UK Ltd TA Windwave
Units D2-D3 Heritage Business Park
Heritage Way
Gosport
Hampshire
PO12 3SA

Shpping

To return your product, please mail your product to:

Returns Dept.
Solent UK Ltd TA Windwave
Units D2-D3 Heritage Business Park
Heritage Way
Gosport
Hampshire
PO12 3SA

Include your details and reason for returning.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 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 as we cannot guarantee that we will receive your returned item.

Right to cancel

In addition to our Returns Policy, under the Consumer Contracts Regulations of 2013, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.

We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

To exercise your right to cancel please contact Hollie at hollie@windwave.co.uk.