Your right to change your mind (14 day cooling off)

6.1 Buying online or by phone, you have a legal right to change your mind and cancel within 14 days without giving a reason, in addition to your rights if something is wrong (clause 7).

6.2 The 14-day period runs from the day after you receive the product. You may cancel any time from placing your order until the end of that period, including before delivery.

6.3 To cancel, tell us clearly by email to service@waltons.co.uk. You may use the model form at the end of these Terms but need not.

6.4  If you cancel after dispatch, you must return the product (or let us collect it) within 14 days of telling us. You are responsible for the cost of return unless the product is faulty. Because of the size and weight of our products, return by post is not usually practical. Where you ask us to collect, our collection charge is as shown on our Delivery Information page and is currently estimated at £75 - £249 depending on your location and the size of the product. We will confirm the exact charge before collecting.

6.5 We refund the price including standard (cheapest) delivery cost within 14 days of receiving the product back or evidence of return, to your original payment method.

6.6 We may reduce a change-of-mind refund to reflect any reduction in the product's value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Assembling, installing, treating, painting or modifying a product goes beyond what is necessary. Where a product has been assembled, the reduction may be substantial and in some cases may equal all or most of the price, because an assembled and dismantled building cannot be resold as new. Flat-packed products must be returned fully disassembled and packed to avoid transit damage.

6.7 You do not have the right to change your mind for products that are made to your specification or clearly personalised. This includes products painted or stained to your chosen colour, cut to non-standard dimensions, or otherwise customised at your request. This does not affect your rights if a product is faulty or not as described (clause 7).

6.8 Installation and the 14-day period. Where you have purchased installation, installation is a separate service. We will not begin installation during the 14-day cancellation period unless you expressly ask us to. If you ask us to begin early and then cancel, you must pay a proportionate amount for the installation work carried out up to the point you tell us you are cancelling, based on the installation price in your Order Confirmation. If you do not ask us to begin early, installation will not start until the cancellation period has ended.

6.9 This clause does not affect your rights if a product is faulty (clause 7). See also clause 11.9 for buildings we have installed.

 

Returns, collection and refunds

7.12 Where you reject a Product under clause 7.2, it must be made available for collection at a reasonably accessible location. Where reasonably required, Products originally supplied flat packed should be disassembled before collection. You are not responsible for the cost of returning or collecting a faulty Product (see clause 7.13). Where you are returning a Product because you have changed your mind rather than because it is faulty, clause 6.4 applies instead.

7.13 We will bear the reasonable cost of collecting or returning a Product where we are legally responsible for the fault.

7.14 Refunds will be made using your original payment method within the timescales required by law, and in any event within 14 days of the date on which we agree that you are entitled to a refund or, where the Product is returned to us, within 14 days of the day we receive it back.

7.15 Some Products carry a manufacturer's guarantee (clause 12). Any guarantee is in addition to — not instead of — your statutory rights, and is subject to the guarantee's own conditions, including any requirement to treat and maintain the Product.

7.16 Returns outside your statutory rights

We may, at our discretion, accept a return in circumstances where we are not legally required to do so. Where we do, any sum returned to you will be issued as a credit note rather than a refund to your original payment method. We will confirm this before you return the Product. Credit notes are valid for [12] months from issue and may be used against any purchase from us. This clause does not apply where you are entitled to a refund under clause 7.14 or otherwise by law, and does not affect your statutory rights. 

8. Ending the contract — other situations

8.1 You can always end the contract if we have done something wrong, with rights to refund, repair, replacement or compensation as applicable.

8.2 We may end the contract if you materially breach it e.g. non payment, or failing within a reasonable time to provide information or access we need (including suitable access or a base for installation).

8.3 We may end the contract if a product is unavailable or due to an event outside our control, refunding sums paid in advance for products not provided.

8.4 Where you cancel because we have breached, we will not charge you for doing so.

8.5 If we end the contract under clause 5.4 (repeated failed delivery), we may deduct reasonable storage and administration costs actually incurred and refund the balance.

9. Returns and refunds — how it works

9.1 Please contact refunds@waltons.co.uk first for return/collection instructions.

9.2 Keep any product you intend to return in good condition; return flat-packed items disassembled and well packed. Change of mind refunds may be reduced for excessive handling or damage (clause 6.6); this does not apply to faulty products.

9.3 Refunds are made without undue delay within the periods in clauses 6.5 and 7.14, in £GBP to your original payment method. We are not responsible for currency exchange movements between order and refund.