Shipping & Returns
Delivery
Once payment is received, we endeavour to dispatch products on either that same day or the day after. Sometimes, unforeseen circumstances may mean that the dispatching of your products may take longer than the aforementioned times. In this situation, we would normally contact you directly and inform you of any delay. On the other hand, if we are aware of any dispatch delays in advance, we endeavour to inform site visitors of this in a clear fashion on our home page, including where applicable, our next intended dispatch date. If there is no such statement on our home page, you may assume that there are no anticipated delays. Under the Distance Selling Regulations 2000, you have the right to receive your ordered product(s) within 30 days of order creation. An exception to this is when you order products from us that are out of stock. In this case, the products you have ordered will be dispatched to you as soon as we acquire them. You will be notified on your shopping cart page, prior to checkout, if a product you have requested is not in stock. Orders will be sent using Aspray Transport.
Returns Policy
At WinkhausDirect we want you to be satisfied every time you shop with us. However, we know you might wish to make an occasional return – and we aim to make the return process as simple as possible. Here is what you need to know. All items sold by us have a 30 day money back guarantee – unless otherwise stated at the time of purchase. However, certain conditions must be met in order to qualify for returning a product:
1. Please contact us within 30 days of us sending you the product. We will send a "Returns Form" to you. Our address for sending returned products to can be found on the form.
2. The returned product in question must be received by us within 14 days of us receiving your Returns Form. For locations other than UK Mainland, we allow 30 days for this process.
3. The product should be returned in its original packaging - with all original documents and accessories (if any) included. We should receive the product in the same condition* as it was when you received it. You will incur the cost of sending back returned products which have not been accepted.
4. You will incur the cost of return shipment* as well as the original cost of shipment to you. We suggest you use a traceable and insured form of carriage as we cannot and will not assume responsibility for lost shipments from you to us. We strongly advise you use a carrier with tracking capability as we will not be held responsible for any deliveries to us which are missed and subsequently returned to you. This rule applies regardless of whether your product was damaged upon delivery to you. To clarify, we will only ever pay a maximum of one delivery cost per order from you to us. Furthermore, if you do use a mailing company and we miss your delivery and you have the delivery returned to you, it is at our sole discretion whether to extend the 14 day period or not that you have to return your product(s) to us (once a Returns Form has been submitted). If we choose to extend this amount of time, we will contact you directly with the extended deadline date. If you do not hear from us in such a situation, you can assume that the original 14 day period still applies.
Refunds will be reimbursed either by the sending of a cheque or via your credit card. The method of reimbursement will be at the sole discretion of WinkhausDirect and will cover any costs incurred. Reimbursement will be issued within 21 days of receiving the returned product, providing a refund has been granted.
If you fail to send us a Returns Form within 30 days of us sending you your product(s) or we do not receive your product(s) within 14 days of receiving your Returns Form, WinkhausDirect will be under no obligation to accept your returned product(s).
*If the product is damaged during delivery to you, then WinkhausDirect will cover the cost of return shipment to us. This money will be in the form of a refund only. Included in your refund will be the shipping costs that you paid for the product to be shipped from us to you (i.e. full refund). If you request a replacement product, this will be sent to you, where WinkhausDirect will cover the cost of shipment. The replacement product must be the same product that you originally ordered.
