Ponza Cloakroom Basin Mixer & Waste

Returns Policy

• We offer a 14 day no-quibble returns policy. (online orders). Showroom orders are non refundable. You must return your items inline with our terms and conditions.
• After 14 days, you can exchange your product for upto another 14 days. However returns which are out side of 14 days, will be subject to a 25% restocking charge.
• We can't accept returns or exchanges for products that have been used or installed. We cannot accept returns or exchanges for special ordered items such as whirlpool baths or specially plated items which are made to order.
• All items which are returns must be provided in its original packaging, unopened. 

Non of this policy effects your statutory consumer rights.

Damaged Products Policy

Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged. We will happily replace all damaged items that are notified within 48hrs. Proof of damage will be requested via picture or video.
Please make sure you inspect your goods as soon as you receive them and let us know within 48 hours of receipt if an item is damaged, by calling us on 01942 311234. Once the damage has been confirmed, we'll ensure it's replaced free of charge.

Installed products are deemed as accepted, and therefore any products that are installed are not accepted as damaged product. You must not install any products that are damaged. Unfortunately, its very common for installers to damaged product during installation, so we advise you ensure your communicate to your installer to check the products before installation and have the understanding that if the installer damages the product, it is either at your own risk or the installers risk.

If you wish to return the goods, you must return them to our warehouse at We Love, Unit 2 Enfield Industrial Estate, Enfield Street, Wigan, WN5 8DB.

Please make sure, if you have been provided with an authorised return, you must make sure the goods returned are insured, any goods returned to us as new, but are damaged during the return journey, will not be refunded.

Note: We only accept returns Monday - Friday, as our warehouse is only open on those days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. We do not accept products that are used sanitary goods.

Additional non-returnable items: 
- Made to order products such as whirlpool and spa baths, Specially ordered products with batch codes such and ordered in products for specification.

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer. 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Simply Design Group Ltd (T/A We Love), Unit 2 Enfield Industrial Estate, Enfield Street, Wigan, WN5 8DB, United Kingdom. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping
We use speedy shipping for orders, most orders are delivered within 2-3 days, therefore once your order has been received, your order will be shipping automatically to our despatch team. We pick most orders and despatch them within a 30 minute window.

You cannot cancel your order from this point without a despatch and return fee.  The price to return your items through our network is £75, this fee will be applied to your cancellation.

Returns
To return your product, you must first seek authorisation that we will accept your return. To do this, you should use our customer help centre. https://welove.co.uk/pages/return-order-item

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item back to us, we recommend you return the product via recored delivery for proof of delivery.

If you have any questions, please contact us.