Returns & Refund Policy (Online Shop)
At The Wake Yard, we want you to shop with confidence. This policy explains your rights when purchasing physical products through our online shop.
This policy applies only to products purchased through The Wake Yard online shop. It does not apply to workshops, events, tickets or other services, which are subject to their own terms and conditions.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.
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If you wish to cancel your order, you must notify us within this 14-day period. You then have a further 14 days to return the goods to us.
How to Arrange a Return
To arrange a return, please contact us with your order number before sending any goods back.
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We will provide the appropriate return instructions and return address.
Condition of Returned Goods
You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and function, as you would in a physical shop.
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Where reasonably possible, goods should be returned in their original packaging together with any accessories supplied.
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If the value of the goods has been reduced because they have been handled more than necessary, we may make an appropriate deduction from your refund, as permitted by UK consumer law.
Return Costs
Unless an item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning goods to us.
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We recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit during their return.
Faulty, Damaged or Incorrect Goods
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.
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Where appropriate, we will offer a repair, replacement or full refund in accordance with your rights under the Consumer Rights Act 2015. Where we ask you to return faulty goods, we will reimburse reasonable return postage costs.
Refunds
Once we have received and inspected your returned goods, we will notify you that your refund has been approved.
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Refunds will be made using your original payment method within 14 days of receiving the returned goods, or within 14 days of receiving satisfactory evidence that the goods have been returned.
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Where a cancellation is made under your statutory rights, we will also refund the standard delivery charge paid with your order. Additional charges for premium or expedited delivery services are not refundable.
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Please note that it may take several working days for your bank or payment provider to process the refund.
Exchanges
We do not offer direct exchanges. If you require a different product, please return the original item (where eligible) and place a new order through our website.
Returns Outside Your Statutory Rights
The Wake Yard does not offer discretionary "change of mind" returns or refunds beyond your statutory rights under UK consumer law.
Contact Us
If you have any questions about your order or wish to arrange a return, please contact us using the contact details provided on our website. Please include your order number in all correspondence.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.