Refund policy
1. Returns and Refunds
1.1 You may return your goods within 14 working days from the date of delivery if the product is unopened and in saleable condition.
1.2 If your goods are faulty, they may be returned within 14 working days from the date of delivery. Please contact us at info@wildethos.co.uk with photographs and a description of the fault.
1.3 If a majority of the faulty product has already been used (half or more), we cannot process the refund.
1.4 If you do choose to return the goods, please notify us via email or over the phone, and we will generate a free return label for you.
1.5 Your refund will be processed within 14 days of the goods being received.
1.6 Products purchased as part of a gift set can only be returned as the complete set, and not as individual items.
1.7 Products can only be returned by the original customer, and will only be refunded to the original payment method used during the purchase.
1.8 If your product was purchased with a discount or promotion, your refund amount will reflect that discount.
1.9 If the item was purchased from a retail location, we will not be able to process the refund. Please return the item to the location from which it was purchased.
1.10 Please make certain that your returned goods are wrapped and packaged securely, as we cannot accept liability for any goods damaged in transit.
1.11 We are not liable for returned goods lost in transit.
2. Cancellations
2.1 If you wish to cancel your order, you may do so free of charge at any time before it has been fulfilled. If you placed an order in error or wish to cancel, please contact us as soon as possible at info@wildethos.co.uk.
2.2 Once your order has been dispatched, you have the right to cancel within 14 days of receiving your goods (or the final item in your order if delivered separately), in line with UK and EU consumer rights.
2.3 To exercise your right to cancel, you must notify us in writing within this 14-day period. You then have a further 14 days to return the goods to us at your own cost.
2.4 Returned goods must be unused, in their original condition, and in their original packaging where possible. We reserve the right to reduce your refund if the goods show signs of handling beyond what is necessary to inspect them.
2.5 Refunds will be processed within 14 days of receiving the returned goods (or proof of return), using the original payment method.
2.6 You can also manage your orders, request cancellations, and access your customer account through our Customer Account Portal.
3. Delivery
3.1 Although we aim to deliver our products within the estimated shipping times stated on our shipping page, your order may be delayed due to unforeseen circumstances. In this case, you are not entitled to a refund.
3.2 If there is a significant delay (more than 7 working days), please contact us at info@wildethos.co.uk.
3.3 If you place multiple orders within 24 hours of each other totalling over £50, the free shipping promotion can will be applied to your orders retroactively. Please contact us at info@wildethos.co.uk to have the shipping corrected.
4. Discounts, Promotions & Sale Items
4.1 If you have a valid discount code that you have forgotten to enter at checkout, please contact us at info@wildethos.co.uk as soon as possible to correct your order. The discount must have been valid at the time of purchase. If the order has been shipped, the discount code cannot be applied.
4.2 If your order was placed prior to a discount code or promotion being advertised, you cannot apply the discount to your order. This also applies to sale items. If you have placed an order prior to the sale starting we can not back date discounts or reduced prices.
4.3 Discount codes and promotions cannot be combined with other offers or used in store, unless otherwise stated.
4.4 Discount codes and promotions cannot be applied to your orders outside of the intended dates.
4.5 Postage does not count towards the basket total. When using a discount or promotion that requires a minimum purchase amount, the threshold needs to be met prior to adding shipping costs.