Refund policy
If something isn't right, or simply isn't wanted, we would rather sort it out than have it sit in a cupboard. Nothing below affects your legal rights.
Changed your mind
You have 30 days from the day your order arrives to tell us you'd like to return it. That is longer than the law requires: under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel and a further 14 days to send the goods back. We give you 30 days from delivery to tell us, and 14 days after that to post it.
Items need to come back unused and in their original packaging, with any seals intact.
How to start a return
Email returns@wrenfold.co.uk with your order number and what you'd like to return. We reply within one working day with the return address and instructions.
Please wait for that reply before posting anything. Parcels sent back without a return reference can't be matched to an order, and we may not be able to refund them.
You can also write to us at the address in our legal notice, or use the model cancellation wording: "I hereby give notice that I cancel my contract of sale of the following goods: [order number, items, date ordered, date received, your name and address]." You don't have to use those words — an email is enough.
Who pays the postage
- Changed your mind: you cover the cost of sending the item back. We'd suggest a tracked service, as the parcel is your responsibility until it reaches us.
- Faulty, damaged, or not what you ordered: we cover the return postage. You will never be out of pocket for our mistake.
Refunds
Once the return arrives we refund within 14 days, to the original payment method. If you send us proof of postage sooner, we'll refund from that point rather than making you wait for the parcel.
If you cancel a whole order, we also refund what you paid for standard delivery. If you keep part of the order and return the rest, the delivery charge stays.
We may reduce a refund if an item comes back showing more handling than you'd have given it in a shop.
Things we can't take back
Soaps, bath salts, bath bombs, shower steamers, cosmetics and similar sealed items can't be returned once the seal is broken, for hygiene reasons. This is the exception at regulation 28(3)(b) of the Consumer Contracts Regulations 2013. Sealed and unopened, they are returnable like anything else.
If it arrived damaged or faulty
Tell us within 30 days of delivery and you can have a full refund at our cost, under the Consumer Rights Act 2015. After 30 days, and for up to six months, we'll repair or replace it, and refund if that isn't possible. Send a photo if you can — it usually saves a step.
Damage in transit happens occasionally. It's our problem to solve, not yours.
It was a gift
The person who received it can contact us directly at returns@wrenfold.co.uk. We will not show them what was paid, and we can refund to the person who bought it or offer a credit, whichever suits.
Cancelling before dispatch
Orders leave us quickly, so if you'd like to cancel, email hello@wrenfold.co.uk as soon as you can. If it has already gone out, treat it as a return above.
Complaints
If we've handled something badly, email hello@wrenfold.co.uk and a person will read it. If we can't resolve it between us, you can get free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.
Wrenfold is a trading name of Lamba Industries Ltd, registered in England and Wales, company number 13473330. Registered office: 33 Lyle Close, Leicester, LE4 7SA.