Our refund and returns policy lasts 14 days from the date of delivery of your purchase for physical products. If 14 days have passed since the delivery of your purchase, we can’t offer you a full refund. Please note that under the distance/online selling regulations, certain products are also exempt from cancel/return protection – this means you lose your right to cancel/return downloadable or streamed products purchased from an online shop.
Your rights to return goods purchased from our online shop are protected under the UK Government’s Distance and Online Selling Regulations. In addition, we obviously wish to supply our products so they reach you safely and in perfect condition. So, should you have any concerns about the condition of your ordered items, please let us know and we will attempt to resolve the situation. Replacements will be provided for faulty products upon the return of the faulty product, including damage which has been incurred during shipping.
To be eligible for a return and refund of a physical product, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
How To Complete Your Return:
- Within 14 days of your receipt of the purchase: Contact us by email at: {email}, to register your intent to cancel/return, and request a refund/exchange.
- Within 14 days of registering your intent to cancel/return: The item must be sent back at your own expense and delivered to us at The Wallace Collection, PO Box 5684, Braintree, Essex, CM6 3TR. It should include a receipt or proof of purchase.
- 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/exchange.
- PLEASE NOTE: The item must be delivered back to us within 14 days of registering your intention to cancel/return to be able to claim a refund/exchange.
Refunds
If you are approved, then your refund/exchange will be processed within no more than 14 days after our receipt of the returned item.
A refund will prompt a credit to be applied to your original method of payment (eg. credit/debit card, PayPal account).
An exchange will prompt the replacement of the faulty item to be despatched to you via 2nd Class Royal Mail postage (or similar service).
Partial Refunds
There are certain situations where only partial refunds are granted:
- Books, bound scores, or sheet music with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is not registered for return within 14 days after delivery.
- Any item that is not returned within 14 days after being registered for return
Late or missing refunds
If you haven’t received a refund within 14 days of our confirmation of the receipt of the returned item, please run through the following checks:
- Check your bank account/card account/PayPal account – as it can take a few days for your refund to appear as a credit.
- Contact your bank/credit card company as 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, please contact us at info@thewallacecollectionshop.world, so we can do everything possible to check our own records and assist.
Sale items
Any refund made will be based on your purchase price of the returned item. If you made your purchase as part of a sale or a discount promotion, then the equivalent of the amount you originally paid is what will form the refund amount upon approval, not the regular price.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at info@thewallacecollectionshop.world and send your item to: The Wallace Collection, PO Box 5684, Braintree, Essex, CM6 3TR, UK.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will need to be notified of your return in order for this to be processed.
Shipping returns
To return your product, you should follow the steps above in ‘How To Complete Your Return’ and mail your product to our order processing address of: The Wallace Collection, PO Box 584, Braintree, Essex, Cm6 3TR.
Unless agreed otherwise, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need More Help?
Please contact us at info@thewallacecollectionshop.world for any other questions you may have related to refunds and returns.