Online Returns Policy
You can return your order 180 days after receiving it. After 30 days your are able to return for exchange.
Exchanges or refunds are not available for special ordered items such as whirlpool baths or specially plated items like brass, gold or black, which are made to order.
Damaged Products Policy
Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged. We will happily replace all damaged items that are notified within 48hrs. Proof of damage will be requested via picture or video.
Please make sure you inspect your goods as soon as you receive them and let us know within 48 hours of receipt if an item is damaged, by calling us on 01942 311234. Once the damage has been confirmed, we'll ensure it's replaced free of charge.
Installed products are deemed as accepted, and therefore any products that are installed are not accepted as damaged product. You must not install any products that are damaged. Unfortunately, its very common for installers to damaged product during installation, so we advise you ensure your communicate to your installer to check the products before installation and have the understanding that if the installer damages the product, it is either at your own risk or the installers risk.
If you wish to return your order / item you must request this via www.welove.co.uk/pages/return-order-item
Please make sure, if you have been provided with an authorised return, you must make sure the goods returned are insured, any goods returned to us as new, but are damaged during the return journey, will not be refunded.
Note: We only accept returns Monday - Friday, as our warehouse is only open on those days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. We do not accept products that are used sanitary goods.
Additional non-returnable items:
- Made to order products such as whirlpool and spa baths, Specially ordered products with batch codes such and ordered in products for specification.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, our aim is to refund within 7 days of goods being accepted in the condition as supplied.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. 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 yet, please contact us at sales@welove.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@welove.co.uk and send your item to: Simply Design Group Ltd (T/A We Love), 182 Wallgate, Wigan, WN3 4AL, United Kingdom.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Cancelling despatched orders
Once your goods have been despatched from our depot with the courier, these are deemed as shipped and cannot be cancelled without charge. You may wish to reject your delivery or advise our team that you no longer want the order.
Charges will deducted from your balance. The outbound delivery charge and return charge.
Parcels £10 Return Charge. Larger Deliveries £29.99 - £49.99 depending on your location.
Guaranteed Day Delivery
Guaranteed day delivery are sent out in good faith with our delivery network. Once your goods have been despatched from our depot with the courier, these are deemed as shipped and cannot be cancelled without charge. Whilst we maintain our delivery partners deliver with a high success rate, we cannot guarantee with 100% the partner will deliver on the charged date. The additional charge ensures your order is a priority and therefore we proceed with your request in good faith.
If you decide to cancel, due to non arrival, we will still deduct these charges from your refund and apply return charges.
RETURNS ADDRESS
To return your product, you should
1. Go onto live chat and get authorisation you are able to return a product
2. Mail your product along with your returns note to:
With a copy of your original order and returns note. The returns note is available through our live chat agents.
Unauthorised returns
If you send a return without a returns note, or in an unacceptable condition, we will notify you or reject your goods at the time of delivery. Some products will need inspecting and therefore require upto 30 days for inspection and notification of the condition of the returned goods. We advise you to track and insure your goods, as if they are returned damaged, we will not issue a refund. Unauthorised returns, will be rejected either on receipt of goods or rejection to the delivery company.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If we arrange a return, and you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item back to us, we recommend you return the product via recored delivery for proof of delivery, and due to the items being fragile, you should insure them for the event they are damaged in transit.
If you have any questions, please contact us.
