There are occasions where you may wish to return an order to us. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason. We now offer you 30 days to return an item to us for a refund.
However, there are certain items aren't eligible to be returned, please continue reading to find out more.
No longer wanted, wrong size or unsuitable products
If you want to return an order that you feel is unsuitable, incorrectly sized or that you just don't want anymore, we can offer a refund as long as the item is returned to us unused, in its original condition and within 30 calendar days of receiving it.
Please note, not all items are eligible for returning. Please see below for further details on items that cannot be returned.
When you return an order to us, you will need to pay for and be responsible for the return. We highly recommend that you take out a tracked, insured return and obtain a returns number from the supplier to ensure this is tracked.
If you want an alternative product, please contact support@wippet.com and we can arrange this for you.
Damaged or incorrect items sent
We apologise if your order has arrived damaged or if you have received the wrong item. Please contact us immediately to let us know, so we can take the issue up with our couriers. We may also require proof of damage, so please take a photo and email it to us.
If a courier wants you to sign for damaged goods, please write us a note that they are damaged or awaiting inspection.
Received the wrong order?
Please check any part numbers on your order as there are occasions where we may have used a different name to market the item to the one that the manufacturer may use. Please contact us and we'll arrange to get to the product back to us. You will only receive a refund or replacement item once we have received the incorrect item back.
Faulty products
In the unlikely event of an item developing a fault, the Consumer Rights Act 2015 applies. If it's within warranty, we will need to get the product back to us to either fix or replace it.
A replacement can only be sent once we have confirmed the fault. If you can't wait for the product to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed.
Where we cannot accept a return
There are certain items that we cannot accept for return:
Products that are collected by you in person, or your representative, from our premises
Products that have been made to order
Products that are made to your specification or have been personalised
Sealed goods that have been used or the seal has been broken. This is for hygiene reasons and applies particularly (but not exclusively) to toileting and bathing equipment, incontinence items, mattresses, and adjustable divan beds
Any "used" products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers)
Underwear and lingerie can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed.
If you wish to make a return please email support@wippet.com
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