Retruns & Refunds
RETURNS POLICY
We are sure you will be pleased with your purchase from our eBay Store. However, unfortunately there may be occasions when you will need to return items to us.
Non-Receipt of Items
If you have not received your items, you must let us know within 7 days from the estimated delivery date. Once we know you have not received your item, we will investigate the matter fully both internally and with our carriers. Unfortunately, we cannot investigate non receipt deliveries after this time has elapsed. Investigations into lost parcels can take up to 14 days. Refunds or replacements will not be issued until the investigation is complete.
Orders sent by Royal Mail: We do advise that the majority of orders are received within 5-6 working days of despatch. However, for Royal Mail to class the order as lost in the post we have to allow them 15 working days to deliver before we can arrange a replacement or a refund [this is a Royal Mail rule].
Unfortunately, once the order has been despatched it is then the responsibility of Royal Mail to deliver your item, and as much as we would like to resolve this for you today, we do have to allow them this timescale to deliver.
If you still haven’t received it by the 15th working day, please contact us via eBay & we will process your request further.
Returns from outside the UK
If you purchase an item from our UK store then the return process is slightly different as we are based in the UK and you are taking the option to purchase from our UK Store. With this in mind any return to would be at the cost of the buyer under all circumstances.
Items Damaged in Transit
If your item is damaged in transit, we ask that you report it to us within 3 working days. If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method.
Products Dead on Arrival
If your item(s) are faulty on arrival, please advise us as such within 3 working days. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method.
If You Change Your Mind (DSR)
Under the Distance Selling Regulations, you have a statutory duty throughout the period of cancellation, to retain possession of the goods that have been delivered and take reasonable care of them.
If you cancel the contract under the Distance Selling Regulations, you must return the goods to us at your own expense. You must take reasonable care to ensure that we receive the goods, and the goods are not damaged in transit. Failure to do so might result in a breach of your statutory duty to take reasonable care and Wenivo Ltd will have a right of action against you to withhold a refund.
If you cancel the contract under the Distance Selling Regulations and do not return the goods as required, we may charge you our direct costs of recovering the goods.
Please note: Distance Selling Regulations do not apply to businesses or Trade sales.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How to Organise a Return
You can request a return by emailing via the messaging system and we will be in contact within 48 working hours.
PAYMENT
By placing an order on this store, you are accepting our Terms and Conditions.
Payment can only be made by PayPal via eBay. We cannot take orders or payment over the phone. To ensure your purchase is protected it will only be delivered to your registered PayPal address. Payment for ‘Buy It Now’ purchases must be made immediately. Once your payment has been received, we will send you a confirmation email. Our listed prices include VAT at the standard rate.
If your item needs to be shipped to an alternative address, please update the address in PayPal before placing your order. We will only ship to your registered PayPal address. If your order has already been placed, please contact our customer service team who will refund the order. You may then update the address details in PayPal and replace your order.
Payments via Unconfirmed addresses within PayPal may delay the process of the order and will involve further security checks. Please ensure your address is confirmed to ensure quick dispatch of your orders.
REFUND POLICY
We have a 28 day return policy, which means you have 28 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@wenivo.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.