Returns Policy

At Wegotspice, we stand behind the quality of our products. This Returns Policy outlines your rights under UK Consumer Rights Act 2015 and our commitment to customer satisfaction.

1. 30-Day Return Guarantee

You may return any unused item within 30 days of delivery for a full refund, provided:

• The item is in its original condition
• All tags and packaging are intact
• The item has not been personalised or engraved
• You provide proof of purchase

2. Your Consumer Rights

Under the UK Consumer Rights Act 2015, you have the right to:

• 14-Day Cooling-Off Period: Cancel your order within 14 days of receipt without giving a reason
• Faulty Goods: Reject faulty items within 30 days for a full refund
• Repair or Replacement: Request repair or replacement for items that develop faults after 30 days
• Price Reduction or Refund: If repair or replacement is not possible

3. How to Return an Item

1. Contact our customer service team at [email protected]
2. Provide your order number and reason for return
3. Receive a Return Authorisation Number (RAN)
4. Package the item securely with all original materials
5. Include the RAN and proof of purchase
6. Send to our returns address (provided upon authorisation)

4. Return Shipping

• Faulty Items: We cover all return shipping costs
• Change of Mind: Customer responsible for return shipping
• UK Returns: We provide a prepaid return label upon request
• International Returns: Customer arranges and pays for return shipping

5. Refund Processing

Once we receive and inspect your return:

• Refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• You will receive an email confirmation
• Bank processing may take an additional 3-5 business days

6. Non-Returnable Items

The following items cannot be returned unless faulty:

• Personalised or engraved items
• Items marked as final sale
• Gift cards
• Items damaged due to misuse or normal wear

7. Exchanges

We do not offer direct exchanges. To exchange an item:

1. Return the original item for a refund
2. Place a new order for the desired item

This ensures you receive your new item as quickly as possible.

8. Warranty Coverage

8.1 Standard Warranty

All products include a 10-year warranty covering:

• Manufacturing defects
• Material failures
• Structural integrity issues
• Hardware malfunctions

8.2 Warranty Exclusions

The warranty does not cover:

• Normal wear and tear
• Damage from misuse or accidents
• Airline damage (covered by our insurance programme)
• Unauthorised repairs or modifications
• Cosmetic damage that doesn't affect functionality

8.3 Making a Warranty Claim

To make a warranty claim:

1. Contact [email protected]
2. Provide proof of purchase and photos of the issue
3. Receive assessment and instructions
4. Send item to our service centre (prepaid label provided)

9. Repair and Restoration Services

Beyond warranty coverage, we offer:

• Professional cleaning and conditioning
• Leather restoration
• Wheel replacement
• Handle repair
• Refinishing services

Contact our service team for a quote.

10. Damaged or Incorrect Items

If you receive a damaged or incorrect item:

• Contact us within 48 hours of delivery
• Provide photos of the damage or incorrect item
• We will arrange collection and send a replacement
• No cost to you for shipping or replacement

11. Contact Information

For returns, refunds, or warranty claims:

Customer Service
Email: [email protected]
Tel: +44 20 7946 8273
Hours: Monday-Friday, 9:00-18:00 GMT

Returns Address
Wegotspice Limited
Returns Department
42 Sloane Street
London SW1X 9NR
United Kingdom