(1) Returns Policy
Here at Wild Star Homeware you will find that we conduct our business in tight accordance with the Sale Of Goods Act 1979 and the Office for Fair Trading (OFT) guidance regarding Distance Selling Regulations 2000 (DSRs). Please read all the information below carefully so that you can be confident that when purchasing items from us, you are dealing with a business seller who is operating within the framework of the law. All items in our shop are on a 'Buy It Now' basis and as per DSRs we offer a 14 day "cooling off" period. This means that you are entitled to cancel any orders made with us within 14 working days of receipt of your order.
The terms and policies below form part of our legal contract and are presented to you in a durable format, however, if you would like a hardcopy sent to you we are happy to supply this. It is important that you agree with terms and policies before moving on to purchase an item(s) from us. This does not affect your statutory rights.
(1.1) Returns Period & Terms of Practice (2)
If you are returning an item we must be notified by either email or telephone within 14 working days of receipt of your item. Once we have been notified we will provide you with confirmation of the return address and an authorisation number, which we ask you to include on a cover note when returning the item to us. The authorisation number helps us quickly process your return and subsequent refund. From issue of the authorisation to return, items must be received back to us within 14 working days to be eligible for refund. We will refund the cost of the item and postage, minus any discounts we may have already given as part of our Multi Purchase Postage Discount offer, within 7 days of receiving your returned order.
(1.2) Condition of Returned Items (Cancelled Orders)
The OFT states "the customer must take reasonable care of the goods while they are in their possession, package the goods carefully and return them using a reliable service". Your rights to cancel an order and receive a full refund will be undermined if items are returned in a condition that renders them un-resaleable as new. The term un-resaleable is best explained by asking yourself the following question. Would you buy an item, being sold as new if the tags had been removed and if it: smelt of perfume, smoke, washing powder, pets etc. If it was covered in hairs both human and pets, food stains and other contaminants. Stretched, pulled, ripped or torn, this list is not exhaustive. Please do not return items that are un-resaleable they will not be eligible for a refund or exchange. As stated by the OFT, It is the buyer's responsibility to package goods carefully and return them using a reliable service. With the exception of faulty items and those sent in error, all return postage costs are the responsibility of the buyer and will not be reimbursed. We recommend obtaining a free certificate of posting for all return items.
(1.3) Faulty Or Incorrect Items
All our orders are double checked to ensure we are dispatching the correct items. Furthermore we quality check the product, this includes sizing description etc. However human error in some cases is inevitable and where this happens we appreciate our customers patience and seek to resolve the error as quickly as possible. If you receive an item that is faulty or incorrect, we will exchange it, or refund the cost of the item once the item has been returned to us. We will pay your postage costs to the value agreed at the time of your notification to return the item to us. If an item is being returned as faulty or sent in error, for instance the wrong size, and it is found that upon receipt of the item no fault or error is found, it will be treated like a customer cancellation and therefore return postage costs will not be reimbursed.
(1.4) Exchanges
If you wish to exchange an item, please return the item in line with our returns policy section (1.2). We will refund your order and the required item can be purchased directly from our ebay shop.
(1.5) Lost & Non Delivered / Collected Orders
The OFT states "It is the responsibility of the buyer to provide the seller with a full and complete delivery address in order that seller can accept responsibility for completing the transaction". In cases were items are returned to us because the address was incomplete or it was not collected from the post office/delivery centre by the buyer we will only refund the value of the items, not the postage costs. If the buyer still wants the items we will ask for postage costs to be re-paid. In cases were a delivery has gone missing and not delivered, if we find that the address is incomplete on investigating the claim we will not process a refund of any kind. We urge all our customers to ensure that their delivery address details on both Ebay & Paypal are full, correct and up-to-date.
