Last updated: October 12, 2026
This Return & Refund Policy applies to purchases made through wqacf.shop, operated by WHITE & HAYWARD LETTINGS LIMITED.
We are committed to providing clear information about returns, cancellations, refunds, and statutory consumer rights.
This policy applies to customers in Germany and Austria, subject to applicable consumer protection laws.
1. Right of Withdrawal
Consumers in Germany and Austria generally have the right to withdraw from an eligible distance purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
For orders involving multiple goods delivered separately, the withdrawal period generally begins when the final item is received.
To exercise your right of withdrawal, you must inform us of your decision by a clear statement before the withdrawal period expires.
Email: support@wqacf.shop
Telephone: +44 1945 582658
Postal Address:
WHITE & HAYWARD LETTINGS LIMITED
25 Hill Road
Theydon Bois
Epping, Essex
CM16 7LX
United Kingdom
You may use the model withdrawal form provided at the end of this policy, but its use is not mandatory.
Sending your withdrawal notice before the withdrawal period expires is sufficient to meet the deadline.
You do not need to obtain our approval before exercising your statutory right of withdrawal.
2. Return Shipping Costs
We cover the return shipping costs for eligible returns from Germany and Austria.
Customers are not required to pay return shipping costs for eligible returns under this policy.
This includes returns made under the statutory right of withdrawal and returns involving damaged, defective, incorrect, or non-conforming products.
Please contact us at support@wqacf.shop to obtain the applicable return address and shipping instructions.
We will arrange an appropriate return shipping solution at our expense.
If an alternative return shipping arrangement is necessary, please contact us before incurring any shipping expenses so that the costs can be handled appropriately.
Your statutory rights are not affected by the return shipping arrangements.
3. How to Request a Return
To arrange a return, please contact:
Email: support@wqacf.shop
Please provide the following information where available:
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Order number
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Full name
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Product being returned
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Reason for the return, if you wish to provide one
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Photographs or supporting information if the product is damaged, defective, or incorrect
Providing a reason is not required when exercising the statutory right of withdrawal.
Our customer service team will provide the applicable return address and return shipping instructions.
Please do not automatically send returned products to our registered company address, as it may not be the appropriate return location.
Your statutory right of withdrawal does not depend on obtaining prior return authorization.
4. Return Conditions
Where reasonably possible, please return products with their original accessories, manuals, and other items supplied with the order.
You may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics, and functioning.
You may be responsible for any diminished value resulting from handling beyond what is necessary for that purpose, where permitted by applicable law.
The absence of original packaging does not automatically remove your statutory right of withdrawal.
Your statutory rights concerning defective or non-conforming goods remain unaffected.
5. Returning Goods After Withdrawal
After notifying us of your decision to withdraw, you must send back or hand over the goods without undue delay and, in any event, no later than 14 days after communicating your withdrawal.
The deadline is met if you send the goods before the 14-day return period expires.
We will provide the applicable return shipping instructions and cover the return shipping costs.
6. Refunds Following Withdrawal
If you validly withdraw from an eligible purchase, we will reimburse the payments received from you for that purchase, including applicable standard delivery charges, in accordance with applicable law.
Because our currently offered Express Shipping is free of charge for eligible orders delivered to Germany and Austria, there is normally no delivery charge to reimburse.
We will make the reimbursement without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.
For contracts involving the sale of goods, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first, where permitted by law.
We will not charge a refund processing fee.
Any legally permitted deduction for diminished value will be handled in accordance with applicable consumer protection laws.
7. Cash on Delivery (COD) Refunds
Cash on Delivery (COD) is available where offered during checkout.
For orders paid using COD, we will arrange reimbursement in accordance with applicable consumer protection laws.
Where a refund method different from the original payment method is necessary, we will obtain the customer's express agreement and ensure that the customer does not incur additional fees as a result of that refund method.
Our customer service team may request the information reasonably necessary to arrange reimbursement securely.
The applicable statutory refund deadlines remain unchanged.
8. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, incorrect, or otherwise does not conform to the purchase contract, please contact us at:
Please provide your order details and, where reasonably available, photographs or other information describing the issue.
We will assess the issue and provide the remedies required under applicable consumer protection laws.
Depending on the circumstances, these remedies may include:
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Repair
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Replacement
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Price reduction
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Refund
We cover the necessary return shipping costs for eligible defective, damaged, incorrect, or non-conforming products.
Nothing in this section restricts your statutory rights or requires you to exercise them within the voluntary return procedure.
9. Exchanges and Replacements
If you receive an incorrect, damaged, or defective product, please contact our customer service team.
We will provide information about the appropriate replacement, repair, return, or refund procedure in accordance with applicable law.
For change-of-mind purchases, you may exercise your statutory right of withdrawal where applicable.
10. Exceptions to the Right of Withdrawal
Certain goods may be excluded from the statutory right of withdrawal where a specific legal exception applies.
Examples may include:
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Goods made to the consumer's specifications or clearly personalized
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Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery
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Goods that are liable to deteriorate or expire rapidly
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Other goods or contracts falling within an applicable statutory exception
An exception applies only where the relevant legal requirements are satisfied.
These exceptions do not remove statutory rights relating to defective or non-conforming products.
11. Order Cancellations
If you wish to cancel an order before dispatch, please contact:
We will make reasonable efforts to process your cancellation request before shipment.
If the order has already been dispatched, you may exercise any applicable statutory withdrawal rights.
Nothing in this section restricts the statutory right of withdrawal.
12. Statutory Consumer Rights
This policy does not exclude, restrict, or replace any mandatory rights available to consumers under applicable laws in Germany or Austria.
Statutory rights relating to withdrawal, conformity of goods, repair, replacement, price reduction, and refunds remain unaffected.
13. Model Withdrawal Form
If you wish to withdraw from your purchase, you may complete and send the following form. Use of this form is optional.
To:
WHITE & HAYWARD LETTINGS LIMITED
25 Hill Road
Theydon Bois
Epping, Essex
CM16 7LX
United Kingdom
Email: support@wqacf.shop
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Product(s): __________________________
Order Number: __________________________
Ordered on: __________________________
Received on: __________________________
Name of Consumer(s): __________________________
Address of Consumer(s): __________________________
Signature of Consumer(s): __________________________
(Only if this form is submitted on paper)
Date: __________________________
Delete as appropriate where multiple alternatives are provided.
14. Contact Information
For questions regarding returns, withdrawals, cancellations, refunds, or defective products, please contact:
Company Name: WHITE & HAYWARD LETTINGS LIMITED
Company Registration Number: 05157980
Registered Address:
25 Hill Road
Theydon Bois
Epping, Essex
CM16 7LX
United Kingdom
Email: support@wqacf.shop
Telephone: +44 1945 582658
Website: https://www.wqacf.shop/