Return & Refund Policy

Last updated: September 29, 2026

This Return & Refund Policy applies to purchases made through wqacf.shop, operated by WHITE & HAYWARD LETTINGS LIMITED.

We want our customers to have a clear and transparent understanding of their rights regarding returns, cancellations, refunds, and defective products. This policy applies to customers in Germany and Austria, subject to applicable consumer protection laws.

1. Right of Withdrawal

If you are a consumer located in Germany or Austria, you generally have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with applicable consumer protection laws.

The withdrawal period is 14 days from the day on which you, or a third party designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.

You may contact us at:

Email: support@wqacf.shop
Telephone: +44 1945 582658

Please clearly state that you wish to withdraw from your purchase and provide sufficient information for us to identify your order.

2. Return Eligibility

To help us process your return efficiently, products should, where reasonably possible, be returned in their original condition together with any accessories, manuals, and other items supplied with the product.

You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics, and functioning.

You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, where permitted by applicable law.

Your statutory rights regarding defective, damaged, or non-conforming goods are not affected by these return conditions.

3. How to Request a Return

Before returning an item, please contact our customer service team at:

support@wqacf.shop

Please provide:

• Your order number

• Your full name

• The product you wish to return

• The reason for the return, if you wish to provide one

• Photos or other relevant information if the product arrived damaged, defective, or incorrect

We will provide you with the applicable return instructions and return address.

Please do not send a return to our company address unless our customer service team has specifically instructed you to do so.

4. Return Shipping Costs

If you exercise your statutory right of withdrawal because you changed your mind, you may be responsible for the direct cost of returning the goods, provided this has been properly communicated to you as required by applicable law.

If the product is defective, damaged upon delivery, incorrect, or otherwise not in conformity with the order, we will handle reasonable return shipping costs where required by applicable law.

Original standard delivery is provided free of charge by our store.

5. Damaged, Defective or Incorrect Products

Please inspect your order after receiving it.

If your product arrives damaged, defective, or different from what you ordered, please contact us at support@wqacf.shop as soon as reasonably possible.

Please provide your order details and, where appropriate, photographs showing the issue. We will review the matter and provide an appropriate remedy in accordance with applicable consumer protection laws.

Depending on the circumstances and applicable law, remedies may include repair, replacement, price reduction, or refund.

6. Refunds

Once a returned product has been received and inspected, we will inform you about the status of your refund.

Where a valid withdrawal is exercised, refunds will be made in accordance with applicable law. This generally includes payments received from you in connection with the order, subject to any deductions permitted by law.

Where applicable, we may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.

Approved refunds will generally be processed within 14 days from the date on which we are informed of your decision to withdraw, subject to the conditions permitted by applicable law.

7. Cash on Delivery Orders

We offer Cash on Delivery (COD) as a payment method where available.

For orders paid by Cash on Delivery, a refund cannot normally be returned through the original payment channel because payment was made in cash.

If a refund is due for a COD order, our customer service team will contact you to arrange an appropriate refund method. We may request the information reasonably necessary to process the refund securely.

This does not affect your statutory consumer rights.

8. Exchanges

If you receive a defective, damaged, or incorrect product, please contact us at support@wqacf.shop.

Where appropriate, we will provide instructions regarding replacement, exchange, return, or another remedy available under applicable law.

For ordinary change-of-mind purchases, please contact us first so that we can provide the appropriate return procedure.

9. Exceptions and Non-Returnable Products

Certain products may be excluded from the statutory right of withdrawal where an exception under applicable law applies.

Depending on the type of product, this may include, for example:

• Goods made to the consumer's specifications or clearly personalized

• Sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been removed after delivery

• Goods that are liable to deteriorate or expire rapidly

• Other products for which an applicable legal exception to the right of withdrawal exists

Any applicable exception will be determined according to the nature of the product and applicable law.

This section does not limit your statutory rights where a product is defective, damaged, or not in conformity with the contract.

10. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@wqacf.shop.

We will make reasonable efforts to process your cancellation request. If the order has already been dispatched, you may need to follow the applicable return or withdrawal procedure after receiving the goods.

11. Statutory Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any mandatory rights you may have under applicable consumer protection laws.

Customers in Germany and Austria may have additional statutory rights concerning defective or non-conforming goods. These rights remain unaffected by this policy.

12. Contact Information

If you have questions about returns, refunds, cancellations, or defective products, please contact us:

Company Name: WHITE & HAYWARD LETTINGS LIMITED
Company Registration Number: 5157980
Registered Address: 25 Hill Road, Theydon Bois, Epping, Essex, United Kingdom, CM16 7LX
Email: support@wqacf.shop
Telephone: +44 1945 582658
Website: wqacf.shop

Our customer service team will assist you with the applicable return or refund procedure.