Returns
A PDF detailing our full Terms and Conditions can be downloaded here: Wilks Terms and Conditions of Sale Adobe Acrobat PDF 20KB.
Returns & Exchanges
We are committed to selling high quality products that we hope you’ll enjoy using. However, we also know that there may be a time when you need to exchange or return something you’ve bought. If you’re unhappy with your purchase, please refer to the “Returning Online Orders” section further down this page. Unless faulty, items must be returned within 28 days of purchase. We recommend that you keep your order number, which can be found on your order confirmation email or on the delivery packaging, as you will need it as proof of purchase in the event of any after-sales queries.
Please read on for specific information about how to manage your return.
Consumer Contracts Regulations
Under the Consumer Contracts Regulations, you have the right to cancel your order, without giving any reason, provided that you notify us in writing no later than 14 (fourteen) days after the day on which you receive the last product in your order. If you wish to cancel, follow the procedures below.
Change or Cancel an Order
If you wish to change or cancel an order that has not yet been despatched, contact our Sales Team any time between 9am-5pm Monday to Friday, excluding public holidays. Please have the order confirmation number and date the order was placed to hand. They will be happy to cancel the existing order and create a new order for you.
If your order has already been despatched or delivered, then you will need to follow our Returns and Exchange Procedures further down this page.
Delivery & Return Charges
For purchases made from wilks.co.uk, we will refund the original delivery charge you paid to receive the product, but only up to the value of our standard delivery charge.
We will refund any postage you pay to return a product but only when the product is faulty or damaged, not when a product is simply unwanted.***
If the product returned is not in a fully resalable condition, we reserve the right to refuse a refund on the item. ***
Please Note: We will refund you 14 days after the day on which we receive the goods back or, if earlier, 14 days after the day on which you supply evidence of having sent the goods back. We will exchange any items once they have been received by us. A refund of the delivery charge you pay to return any goods will only be given in the instance of incorrect, damaged or faulty goods.
*** None of the above conditions affect your statutory rights when goods are faulty or not as described.
Returns & Exchange Procedures
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in a fully resalable condition. ***
If we find that the product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund or exchange on the item.
Goods should be returned to the place of purchase:
Wilks Premises Purchase
Please return with your receipt to our address as detailed within the Contact Us page within 14 days for a refund and 28 days for an exchange.
UK Stockist Purchases
If you bought your Wilks product from a non-Wilks shop, i.e. a stockist or distributor, please take your purchase back to the stockist and they will happily arrange your exchange or refund. Please note that their terms and conditions for returns may be different to ours.
Online Purchases (UK & EU Customers)
Please return to Wilks Internet Returns at the address below within 28 days for a refund or exchange.
Right to Cancel
Where you are a consumer (i.e. not purchasing goods on behalf of a business) you have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or piece of your order.
To exercise the right to cancel, you must inform us of your decision to cancel your order by a clear statement (e.g. a letter sent by post, fax or e-mail). Please see our contact details below. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Contact details
Wilks Internet Returns
Woodrolfe Road,
Tollesbury,
Essex,
England.
CM9 8RY.
Email: [email protected]
You can also contact our Customer Services Team by telephone on +44 (0)1621 869609 (any time between 9am and 5pm BST Monday to Friday, excluding public holidays).
Effects of cancellation
If you cancel your order, we will reimburse to you all payments received from you, including the costs of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We will refund any postage you pay to return a product only when the product is faulty or damaged, not when a product is simply unwanted.
We will make the reimbursement without undue delay, and not later than:
(a) 14 days from the day you return any goods supplied if dispatched before cancellation, or provide evidence that you have returned them; or
(b) if there were no goods supplied, 14 days from the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you and we have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
If the goods were dispatched, you shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from your order to us. The deadline is met if you send back the goods before the period of 14 days has expired.
Returning Online Orders
Please ensure you return your unused goods, as sold, with all the original packaging and labels within 28 days of purchase. Items must be returned as they arrived for protection. We also suggest you obtain a proof of posting certificate or use a traceable postal service with the appropriate level of compensation, should you be concerned that your parcel maybe lost or damaged in transit to us.
The goods should not be damaged in any way.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
We do not accept responsibility for any goods returned to us that are damaged or lost in transit.
PLEASE NOTE: All returns of non-faulty products are returned at the customer’s cost. There is no need to contact us prior to returning your goods.
*** None of the above conditions affect your statutory rights when goods are faulty or not as described.
Please also note that you will be responsible for the costs of collection in the event that our carrier is used to collect any items from you to return to us.
Short or damaged deliveries must be notified within 5 working days of receipt. Deliveries must be checked for damage prior to signing the Carrier’s delivery note. No complaints shall be entertained if the Carrier’s delivery note has been signed as “received in good condition.”
We recommend obtaining product samples prior to ordering especially in the case of window rubbers, edging trims and replacement inserts as products that are ordered and cut to your specification cannot be returned. Non-stock items that are manufactured to your order cannot be returned unless faulty and with prior arrangement. This does not affect your statutory rights.
