Returns and Refunds Policy
RETURNS and REFUNDS POLICY
Wilkes Engineering and Machinery Ltd
This policy is in addition to your statutory rights and does not limit your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact: info@wilkeseng.co.uk
A) UK CUSTOMERS (ONLINE ORDERS)
1) Faulty, Damaged, or Not as Described
If your item is faulty, arrives damaged, or is not as described, please email us as soon as reasonably possible at info@wilkeseng.co.uk with:
- your order number
- a brief description of the issue
- photos (helpful but not essential)
We will offer a repair, replacement, or refund as appropriate. Where an item is faulty/damaged/not as described, we will cover reasonable return costs or arrange collection where appropriate.
2) Changed Your Mind (Non‑Custom Items Only)
For most non-custom items bought online, you can cancel your order within 14 days of receiving the goods.
- Email us within 14 days of delivery to cancel.
- You then have a further 14 days to return the item(s).
Refunds for cancellations:
- We refund the item price plus the standard delivery charge you paid (if any). If you chose an upgraded delivery option, we refund standard delivery only.
- Refunds are issued to the original payment method.
- We issue your refund within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them back (whichever is earlier)
Return postage for “change of mind” cancellations is paid by you (unless we agree otherwise).
3) Custom / Made‑to‑Order Items.
Custom / made‑to‑order items are items made to your specification, personalised for you, or produced on demand specifically for your order (including customised size, colour, finish, text, engraving, or configuration).
Custom / made‑to‑order items are not eligible for return or refund if you change your mind or ordered incorrectly, unless they are faulty, damaged, or not as described.
4) Condition of Returns (Non‑Custom Items)
Please return items with all accessories and, where possible, in the original packaging.
You may inspect items as you would in a shop. If an item has been handled beyond what’s necessary to inspect it, we may reduce the refund to reflect any loss in value.
Please do not attach labels or tape directly to the product’s original box where possible—place it inside an outer bag/box.
5) How to Cancel (UK Online Orders)
To cancel an eligible (non-custom) order, email info@wilkeseng.co.uk within 14 days of delivery with:
- your name
- order number
- the item(s) you wish to cancel/return
- a clear statement that you want to cancel your order
We will reply with return instructions and the return address.
6) How to Return an Item
- Email info@wilkeseng.co.uk for return instructions.
- Use a tracked service and keep proof of postage.
- Send returns to the address provided in our reply / “Contact Us” page.
7) Large / Bulky / High‑Value Items
Please contact us before returning large, bulky, or high-value items. We may be able to arrange a collection service.
B) INTERNATIONAL ORDERS (OUTSIDE THE UK)
If your delivery address is outside the UK, consumer cancellation rights can vary by country. Unless local law requires otherwise, our standard approach is:
- Non-custom items: request a return within 14 days of delivery and return within a further 14 days.
- Return shipping costs, duties, taxes, and any import/export charges are the customer’s responsibility.
- Faulty/damaged/not as described items: contact us as soon as reasonably possible and we will work with you to resolve the issue.
For international returns, please contact us first so we can advise the best return method and documentation.