Refund policy
We want you to be satisfied with your Wirsh purchase. This policy explains our voluntary 30-day return policy, your rights if a product is damaged, defective or incorrectly supplied, and the statutory right of withdrawal available to eligible consumers in the European Union. Nothing in this policy limits any mandatory consumer rights available under applicable law.
30-Day Voluntary Return Policy
We offer a voluntary 30-day return policy, which means that you have 30 days after receiving your order to request a return.
To qualify under this voluntary return policy, the product must be in the same condition in which you received it, unused and undamaged, and complete with its original accessories, manuals and components. The product should also be returned in its original packaging where reasonably possible.
You will need your order number, receipt or other proof of purchase.
To request a return, contact us at service@mywirsh.com. Please include your order number, the product you wish to return and the reason for the return.
If your return qualifies under our voluntary return policy, we will provide the applicable return instructions and return address.
Please do not send products to the address shown on the original shipping label unless we have confirmed that address for your return. Products returned without sufficient information to identify the order may experience processing delays.
Unless the product is defective, damaged, incorrect, or applicable law requires otherwise, the customer is responsible for the direct cost of returning the product.
If we provide a prepaid return shipping label for a voluntary return, the cost of that label may be deducted from your refund where permitted by law. We will inform you of the amount before processing the return.
Damages and Issues
Please inspect your order when it arrives and contact us as soon as possible if the product is defective, damaged during delivery, incorrect or missing any components.
Email service@mywirsh.com and provide your order number, a description of the issue and, where reasonably possible, photographs or video showing the problem.
We will evaluate the issue and provide an appropriate solution, which may include a repair, replacement, price reduction or refund.
Where required by applicable law, Wirsh will cover the reasonable return shipping cost for defective, damaged or incorrectly supplied products.
Your rights relating to defective or incorrectly supplied products are separate from our voluntary return policy and the EU right of withdrawal described below.
Exceptions and Non-Returnable Products
Certain products are generally not eligible for return under our voluntary 30-day return policy. These may include perishable goods, personalised or custom-made products, opened hygiene-sensitive products, gift cards, and products that have been materially altered, damaged or misused after delivery.
Sale, clearance and promotional products are not normally eligible for return under our voluntary 30-day return policy unless otherwise stated.
These exclusions apply only to our voluntary return policy. They do not limit any mandatory statutory rights, including the EU right of withdrawal where applicable or your rights relating to defective, damaged or incorrectly supplied products.
Please contact service@mywirsh.com if you have questions about whether a particular product is eligible for return.
Exchanges
The fastest way to obtain a different product is normally to return the original product and place a separate order for the replacement product.
Contact service@mywirsh.com before returning your product so that we can provide the appropriate return instructions.
Refunds Under Our Voluntary Return Policy
We will notify you after we receive and inspect your return.
If the return is approved under our voluntary 30-day return policy, the refund will be issued to your original payment method.
Original shipping charges are not normally refundable under our voluntary return policy unless the product was defective, damaged or incorrect, we expressly agree otherwise, or applicable law requires the shipping charge to be refunded.
Your bank, card issuer or payment provider may require additional time to process and post the refund after we issue it.
EU Right of Withdrawal
This section applies to eligible consumers in the European Union who purchase products from us online.
It does not affect any other mandatory consumer rights available under applicable national or European Union law.
Your Right to Withdraw
You have the right to withdraw from an eligible online purchase within 14 days without giving any reason.
For purchases of goods, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
If multiple products from the same order are delivered separately, the withdrawal period begins on the day you receive the final product.
If a product is delivered in multiple parts or pieces, the withdrawal period begins on the day you receive the final part or piece.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.
Your notice must contain a clear statement that you wish to withdraw from the purchase. You may submit your withdrawal using our online Withdraw from Contract form:
https://mywirsh.com/pages/eu-withdrawal-form
You may also submit your withdrawal by emailing service@mywirsh.com or by using the Model Withdrawal Form included at the end of this policy.
You are not required to use the Model Withdrawal Form. Any clear statement communicating your decision to withdraw is sufficient.
When you use our online Withdraw from Contract function, you will receive an acknowledgement by email containing the details of your withdrawal declaration and its submission date and time.
A valid statutory withdrawal does not require our prior approval.
Returning Products After Withdrawal
After informing us of your decision to withdraw, you must send the products back without undue delay and no later than 14 days after the date on which you informed us of your decision.
The deadline is met if you send the products before the 14-day return period expires. We recommend contacting us before shipping the products so that we can provide the correct return instructions and applicable return address.
Unless we have agreed to cover the cost, you are responsible for the direct cost of returning the products.
You will not be responsible for the return cost where the product is defective, damaged or incorrect, we have agreed to cover the cost, or applicable law requires us to cover it.
Please do not send products to the address shown on the original shipping label unless we have confirmed that address for your return.
Product Inspection and Diminished Value
You may inspect and handle the products only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you could inspect them in a physical shop.
You may be responsible for any reduction in the value of the products resulting from handling beyond what is reasonably necessary for this purpose.
Opening the packaging does not automatically remove your right of withdrawal unless a specific statutory exception applies.
Refund Following an EU Withdrawal
If you validly exercise your right of withdrawal, we will refund the payments received from you for the withdrawn products.
If you withdraw from the entire order, the refund will also include the cost of the least expensive standard delivery method that we offered for the original order, where required by applicable law.
We are not required to refund additional delivery costs resulting from your choice of an express, priority or other delivery method that was more expensive than our least expensive standard delivery option.
We will issue the refund without undue delay and no later than 14 days after the date on which we receive your withdrawal declaration.
For purchases of goods, we may withhold the refund until we have received the returned products or you provide evidence that you have sent the products back, whichever occurs first.
The refund will be issued using the same payment method used for the original transaction unless you expressly agree to another method.
You will not be charged a fee for receiving the refund.
Exceptions to the EU Right of Withdrawal
The statutory right of withdrawal does not apply in certain circumstances, including products made to your specifications or clearly personalised, products that are liable to deteriorate or expire rapidly, and sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed.
The right of withdrawal may also not apply to products that have become inseparably mixed with other items after delivery, sealed audio, video or computer software that has been unsealed, and certain digital content supplied without a physical medium where the applicable consent and acknowledgement requirements have been met.
Other statutory exceptions may apply under applicable consumer protection law.
A product being discounted, on sale, on clearance or purchased with a promotional code does not, by itself, remove the statutory EU right of withdrawal.
Withdrawal Versus Product Defect
The EU right of withdrawal allows an eligible consumer to change their mind within the applicable withdrawal period.
It is separate from your legal rights if a product is defective, damaged, not as described, missing components or incorrectly supplied.
If there is a problem with your product, contact service@mywirsh.com so that we can provide the appropriate remedy.
Model Withdrawal Form
Complete and send this form only if you wish to withdraw from your purchase.
You do not need to use this form if you have already submitted your withdrawal through our online Withdraw from Contract function or sent us another clear withdrawal statement.
To:
Email: service@mywirsh.com
I hereby give notice that I withdraw from my contract of sale for the following product or products:
Product(s):
Order number:
Ordered on:
Received on:
Consumer’s full name:
Consumer’s address:
Consumer’s email address:
Consumer’s signature:
Signature is required only when this form is submitted on paper.
Date:
