Returns and Refund Policy
This page gives information about the Terms relating to returns and refunds.
You can return most products (excluding personalised items) within 14 days of purchase if they are in a re-saleable condition. After 14 days, we won't be able to accept the items and no refund can be given.
To return an item or order, please raise a support ticket by emailing email@example.com to let us know what items you wish to return. We would be happy to discuss any solutions to resolve your issue.
Items should be posted to: Wisque Ltd, Enterprise Works, LEFA Industrial Estate, 35 Edgington Way, Sidcup, DA14 5BH, United Kingdom. You must include your original order number, name and contact details within the package so a refund can be given.
If returning products because they are damaged or faulty, we will usually supply you with a postage-paid ‘label’ so that you do not incur any postage costs. If you are returning products as they are no longer wanted or were ordered by mistake, the postage cost is your responsibility and we won’t be able to refund it. We recommend that you use a recorded delivery service as we cannot be responsible for non-delivery of returned items.
Please note all Apparel is made to order, onDemand so can not be returned Please ensure you have checked your sizing and ordered correctly.
If you have any issues with your printed materials, please raise a support ticket by emailing firstname.lastname@example.org to let us know the issue. Please note that refunds cannot be given for errors made when you typed in the text for your personalised products.
Cancelling an order
To ask any questions about cancelling an order please raise a support ticket by emailing email@example.com and include your order number.
You may be able to cancel your order up until the point of dispatch (or printing if personalised items). You can log in to your account to view the status of your ordere. Once cancelled, you will receive a cancellation confirmation email within a few minutes.
If your order has already been printed and/or dispatched, you will not be able to cancel the order but you may be able to return any non-personalised items. View the information above for more details about returns.
1. If we are unable to supply you with a Product
For example because that Product is not in stock or no longer available or because of an error in the price on our site, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount as soon as possible.
2. Your consumer right of return and refund
This clause only applies if you are a consumer.
2.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling Regulations 2000) during the period set out below in clause 2.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
2.2 However, this cancellation right does not apply in the case of:
2.2.1 any custom-made products, products made to your specification or clearly personalised;
2.2.2 newspapers, periodicals or magazines;
2.2.3 software, electronic or digital downloads;
2.2.4 DVDs or CDs which have a security seal which you have opened or unsealed.
2.3 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 14 (fourteen) working days in which you may cancel, starting from the day after the day you receive the Products. Working days means that Saturdays, Sundays or public holidays are not included in this period.
2.4 To cancel a Contract, please contact us via the ‘Support’ functions on the website, or in writing to tell us by sending an e-mail to firstname.lastname@example.org. You may wish to keep a copy of your cancellation notification for your own records. Your cancellation is effective from the date you sent us the e-mail.
2.5 You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 22.2.1 of Wisque’s Terms and Conditions. If you returned the Products to us because they were faulty or mis-described, please see clause 2.6.
2.6 If you have returned the Products to us under this clause 2.6 because they are faulty or mis-described, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
2.7 We refund you on the credit card or debit card used by you to pay.
2.8 If the Products were delivered to you:
2.8.1 you must return the Products to us as soon as reasonably practicable
2.8.2 unless the Products are faulty or not as described (in this case, see clause 2.6), you will be responsible for the cost of returning the Products to us
2.8.3 you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
2.9 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 11 or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
3. Governing law and jurisdiction
3.1 If you are a consumer, please note that these Terms are governed by English law. This means that a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
3.2 If you are a business, these Terms are governed by English law. This means that a Contract, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), will be governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.