Returns

Trade Customers

Unwanted goods

We accept returns from trade customers provided the goods are in original packaging, unused, in saleable condition and are returned within 28 days of purchase. Our normal restocking fee is 10% of item value or £20, whichever is greater. If goods are not in ‘as new’ condition when we receive them, we may refuse the return or apply higher fees.

This does not apply to special order or clearance items.

Delivery issues

Any shortage, damage or error must be notified to us within 3 days of delivery.

When a delivery is received, please make sure that goods are checked thoroughly for any damage and that the correct quantity of pallets/cartons/items have been delivered. The delivery driver should allow opportunity to do this, if this is not possible please make sure the delivery note is signed ‘Unchecked’ and countersigned by the driver.

If the goods are damaged upon delivery you can choose to reject them. If you accept the delivery, the delivery note must be signed for as ‘Received Damaged’ and the damage described.

Take photos of the damaged packaging and goods at the first opportunity, ideally while the driver is still present.

If goods have arrived damaged and this is not signed as such on the delivery note then no claim for damage can be made against Wind & Sun or the delivery company.

Please contact us immediately, complete and return our returns form together with photos if required. This must be done within 3 days of delivery. Upon receipt of this we will determine what further action is required.

If there is something missing or incorrect

If there is a discrepancy with any of the items in the delivery, please contact us immediately so the matter can be resolved promptly. This must be done within 3 days of delivery.

Faulty goods

If you suspect a product to be faulty, please call us on +44 (0) 1568 720364 as soon as possible to enable troubleshooting of the fault with one of our Technical Sales and Service staff. They may ask for some tests to be done to help establish if there is a fault with the product, what the cause of the problem might be and hopefully resolve it over the phone.

If this is unsuccessful, either the issue will be resolved directly with the manufacturer or the item in question can be returned to us with a completed copy of our Returns Form.

Upon receipt of the item, we will carry out further testing to ascertain what any fault might be. If a fault is found, we will determine whether it is covered by warranty or liaise with the manufacturer to determine this.

If a fault is covered by warranty, we will arrange for a replacement to be delivered to you, give you a refund, or credit your account as appropriate.

If no fault is found, we will contact you to arrange return of the product to you. There will be a charge made to cover the costs of this return.

Consumers

Consumers are individuals acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession.

Unwanted goods

If you are a consumer, you may
cancel your order at any point within 14 days, beginning on the day after you receive the goods. If the goods are delivered in multiple consignments, you may cancel an order at any point within 14 days, beginning on the day after you received the last delivery of goods.

If you cancel the order before the goods have been delivered, we will issue a refund within 14 days of the day after you inform us of the cancellation.

If you need to return the goods back to us, we will issue the refund within 14 days of receiving the goods or, if earlier, 14 days from the day we receive proof the goods have been sent back.

We will refund the value of the goods and our standard delivery charge for those goods, minus any premium delivery charges applied to the original order. You are responsible for the cost of returning the goods to us.

Goods damaged in transit

If your goods arrive damaged please contact us on +44 (0) 1568 720364 at the earliest opportunity and we will discuss a resolution.

If there are obvious signs of damage upon receipt of the goods you can choose to reject them and the courier will return them to us. If you accept the delivery, please sign the delivery note as ‘Received Damaged’ and describe the damage. As a consumer, doing this has no impact on how we will resolve your issue, but it helps us make a claim with the delivery company.

Faulty goods

If you suspect a product to be faulty, please call us on +44 (0) 1568 720364 as soon as possible to enable troubleshooting of the fault with one of our Technical Sales & Service staff. They may ask for some tests to be done to help establish if there is a fault with the product, what the cause of the problem might be and hopefully resolve it over the phone.

If your product has developed a fault we will arrange an appropriate resolution depending on the specific issue and how much time has passed since the original delivery.

We do not offer replacements or refunds if your item is faulty due to accidental damage, neglect, misuse, or normal wear and tear. We may still be able to arrange a repair in these cases, however it would be at your expense.