Refund policy

Change of mind: you arrange and pay the direct return postage, including for large lanterns. The price depends on your chosen carrier and packed size; our original £6 or £10 lantern delivery charges are not return-postage quotations.

Damaged, faulty or incorrect items: we cover reasonable return costs. Contact us so we can arrange a suitable return or collection; please do not send broken glass or unsafe goods without discussing safe packing with us.

If goods cannot normally be returned by post, the applicable return cost must be disclosed before purchase. Where return costs were not disclosed as legally required, we cover them. A new policy does not retrospectively change the terms of an existing order.

You may unpack and inspect your purchase as you reasonably would in a shop. Please return all included parts and use the original packaging where possible, or equally protective packaging; original packaging is not an absolute condition of a statutory return.

For change-of-mind returns, we may deduct an appropriate amount for loss in value caused by handling beyond necessary inspection, where the law permits. We do not charge consumer cancellation or restocking fees, or retrospectively charge for free delivery because a return takes your order below the free-delivery threshold.

We aim to process refunds within 5 working days after receiving and checking your return. For a statutory cancellation, we refund without undue delay and no later than 14 days after receiving the goods or evidence that you sent them back, whichever is earlier. If we agree to collect them, the deadline is 14 days after cancellation.

When you cancel your whole order, we also refund the basic outbound delivery charge paid, including applicable standard large-item charges. Any extra paid for an upgraded delivery service is not refundable for a change of mind. For a partial return, contact us about any delivery refund due.

Refunds use your original payment method unless you expressly agree otherwise, with no refund fee. Your bank may take additional time to display the payment. If it has not appeared within 10 working days of our refund confirmation, please contact us.

Please tell us as soon as you notice a problem, with your order details and photographs if possible. Photos and retained packaging can help us resolve it, but are not conditions that remove your statutory rights.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. You normally have 30 days to reject non-conforming goods for a refund. After that, repair or replacement rights apply; if these are unavailable, unsuccessful, or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or final rejection.

Fault-related refunds are made without undue delay and within 14 days of our agreeing that you are entitled to one. We cover reasonable return costs. The 14-day change-of-mind window does not limit your rights regarding faults.

For a different colour, size or style, return your original purchase for a refund under this policy and place a separate order for the replacement. New orders are subject to availability and the delivery charges shown at checkout. Contact us if you would like help choosing.

Change-of-mind cancellation rights do not apply to genuinely personalised or bespoke goods made to your specifications, or sealed goods unsuitable for return for health or hygiene reasons once unsealed. These exceptions do not remove rights relating to faulty or misdescribed goods. Standard pre-orders and sale items are not automatically excluded.

This policy covers consumer purchases, including EU deliveries where applicable cancellation rights apply, and does not limit mandatory rights in your country. Genuine business-to-business purchases may have separately agreed terms.

To: Woollaston White, 4 Ashes Lane, Stalybridge, Cheshire, SK15 2RH, United Kingdom; sales@woollastonwhite.co.uk.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.