Refund policy

Returns and refunds

We want you to be happy with your purchase. Please check the product measurements against a garment you already own before ordering, as fits vary between products.

How to arrange a return
Email studio@wheelandrock.com with your order number and the items you wish to return. We will provide return instructions and the appropriate return address. Please do not send items directly to a manufacturer. Contacting us helps us handle your return, but our approval is not a condition of exercising your statutory cancellation rights.

Changing your mind: your legal rights
For most online purchases, you can cancel without giving a reason by telling us within 14 days after the day you receive your goods. If an order is delivered in separate parts, this period runs from receipt of the last item. You then have a further 14 days to send the goods back. You may also cancel before delivery.
You may inspect and try on goods as you would in a shop. Original packaging is helpful but is not required for a statutory return. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
You pay the direct cost of returning goods when you change your mind, unless we agree otherwise. Please package items securely and keep proof of posting.

Our additional 30-day returns policy
In addition to your legal rights, you can notify us of a change-of-mind return within 30 days of delivery. For returns notified after the statutory cancellation period, items must be unworn, unwashed and in their original condition, with tags attached where supplied. Please send them back within 14 days of notifying us. This additional policy does not limit your statutory rights.

Refunds
For a statutory cancellation, we will refund you without undue delay and within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. If goods have not been dispatched, we will refund within 14 days of being told of your cancellation. Refunds are made to the original payment method, unless you expressly agree otherwise, and we do not charge a refund fee. Your bank may take additional time to display the credit.
If you cancel the whole order under your statutory rights, we also refund the cost of our least expensive standard outbound delivery option. Any extra paid for an upgraded delivery service is not refundable. Where delivery was free, there is no delivery charge to refund.
For returns under our additional 30-day policy, we refund the returned goods within 14 days of receiving them; original delivery charges are not refunded unless required by law.

Faulty, damaged or incorrect goods
Please email studio@wheelandrock.com as soon as possible with your order number and a description of the issue. Photos are helpful where available. Goods must be of satisfactory quality, fit for purpose and as described. You normally have a short-term right to reject faulty goods within 30 days of delivery; other rights to repair, replacement, price reduction or refund may apply afterwards. We cover reasonable return costs for faulty, damaged or incorrect goods. These rights are not limited by our change-of-mind time limits or packaging conditions.

Personalised goods and sale items
The change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised for you. A standard design printed to order is not automatically personalised. Faulty-goods rights still apply. Sale and discounted items have the same statutory rights as full-price items.

Exchanges
For a different size or colour, please arrange a return and place a new order. Availability is subject to stock. This does not affect your rights if the original goods are faulty or incorrect.

Optional cancellation form
You can email us a clear cancellation statement or use this form; using the form is not compulsory.
To: Wheel & Rock Ltd, studio@wheelandrock.com. Postal correspondence: see our Contact information policy.
I/We give notice that I/we cancel the contract for the following goods:
Ordered on / received on:
Order number:
Customer name:
Customer address:
Signature (only if sent on paper):
Date: