You will be entitled to a refund where we are required to do so under any relevant legislation. In most cases, this legislation is the Competition and Consumer Act 2010.
If you believe that the product you have received is faulty or has been misrepresented, you will need to email us complete details about the issue you have identified and also attach photos showing the issue you describe.
We will contact you upon receipt of your information and advise the next course of action.
You must notify us of any product that is found to be faulty or not as advertised in writing within 7 days of having received the product. Claims for refunds made outside these time periods may be declined by us, subject to relevant legislation.
It is at Wooden Wonderland’s sole discretion whether a replacement part, replacement product or refund will be offered to resolve the fault or misrepresentation.
In some cases, we may request that you return the product to us for review. Where this is the case, we will usually provide you with a prepaid satchel to return the product or faulty piece to us. However, exact arrangements will be made on a case by case basis.
We reserve the right to assess the condition of the returned product prior to offering a refund. This may result in a refund being refused, subject to relevant legislative provisions.
After reviewing all of the information and photos provided and/or assessing the condition of the returned product and its packaging, and if your refund is approved, you will receive notification confirming that your claim has been accepted.
If a replacement part or replacement product is to be shipped, this will be done so as soon as possible after the claim has been accepted.
For any refunds, we endeavour to process them within 7 days of the claim being accepted via the same payment method used to purchase the product.
When a refund is approved, this will be for the total product cost only. Shipping costs are non-refundable.