Order Cancellation
At Wonderwall Products, we understand that circumstances can change and you may need to cancel an order. Our cancellation policy explains how cancellations are handled and the terms that apply to different types of orders.
1. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact our sales team as soon as possible.
Email: sales@wonderwallproducts.co.uk
Please provide your order number and confirmation that you wish to cancel your order.
Where an order has not yet entered production, been specially prepared or incurred non-recoverable costs, we will normally be able to cancel it without charge.
If an order has already entered production or preparation, cancellation may be subject to the terms agreed at the time of purchase, provided any applicable charges are lawful and reasonable. We will advise you of any applicable charges before proceeding.
2. Made-to-Order and Bespoke Products
Many of our products may be manufactured or prepared specifically for individual orders.
Once production has commenced, cancellation of these orders may not be possible, particularly where materials have been cut, products have been manufactured or items have been personalised to the customer's requirements.
Where goods are genuinely made to the customer's specifications or clearly personalised, statutory consumer cancellation rights generally do not apply.
This exclusion does not affect your statutory rights where goods are faulty, damaged or do not conform to the contract.
3. Consumer Cancellation Rights – Online Orders
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing eligible goods online or through other distance-selling methods generally have the right to cancel their order within 14 days of receiving the goods, without giving a reason.
The cancellation period begins on the day after the goods are received.
To exercise this right, you must notify us clearly within the 14-day cancellation period by emailing:
sales@wonderwallproducts.co.uk
You will then normally have a further 14 days to return the goods to us.
Where statutory cancellation rights apply:
No restocking fee or cancellation penalty will be charged.
Customers are responsible for the direct cost of returning the goods, provided this responsibility was communicated before the purchase.
Goods must be handled with reasonable care. We may make a deduction where the value of the goods has been reduced through handling beyond what is necessary to establish their nature, characteristics and functioning.
Refunds will be processed in accordance with applicable legislation.
The statutory cancellation right does not generally apply to goods made to the customer's specifications or clearly personalised.
4. Orders Already Dispatched
If your order has already been dispatched, you may still be entitled to exercise your statutory cancellation rights where applicable.
Please contact our sales team before arranging a return so that we can provide the correct return address and instructions.
For discretionary returns outside statutory cancellation rights, our Returns & Refunds Policy will apply. This may include a 20% restocking and collection fee, subject to a minimum charge of £35.00 + VAT.
These charges will not apply where a customer is exercising a statutory cancellation right.
5. Business and Trade Orders
Orders placed by businesses or trade customers do not generally benefit from the statutory 14-day consumer cooling-off period.
Once a trade order has been accepted, cancellation requests will be considered on an individual basis.
Where production, purchasing, preparation or other work has already commenced, Wonderwall Products reserves the right to recover reasonable costs and losses incurred as a result of the cancellation, in accordance with the agreed terms and applicable law.
Any applicable cancellation charges will be confirmed to the customer before cancellation is finalised.
6. Refunds Following Cancellation
Where a consumer exercises a valid statutory cancellation right, refunds will be processed in accordance with the applicable legislation.
For goods, refunds will normally be issued within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier.
Refunds will generally be made using the original payment method unless otherwise agreed.
Where a cancellation is agreed outside statutory cancellation rights, any refund due will be confirmed when the cancellation is authorised.
7. Faulty, Damaged or Incorrect Goods
If you wish to cancel an order because goods have arrived damaged, are faulty or do not match the agreed specification, please contact us immediately.
Email: sales@wonderwallproducts.co.uk
Please include your order number, a description of the issue and photographs where possible.
Faulty, damaged or incorrectly supplied goods will be dealt with under your statutory consumer rights and our Returns & Refunds Policy. Cancellation rights and remedies for faulty goods are separate from discretionary order cancellations.
8. Contact Us
For all cancellation requests or queries, please contact:
Wonderwall Products
Email: sales@wonderwallproducts.co.uk
Please include your order number in all correspondence to help us process your request as quickly as possible.
Nothing in this policy affects or limits any statutory rights you may have under applicable UK consumer legislation.