REFUND POLICY
IF IT ISN’T RIGHT, CALL IT.
WHITE HOT POKER is responsible for the products sold on this website. Please contact us rather than the company that printed, embroidered or delivered your order.
Changing your mind
If you are a UK consumer buying online, you normally have the right to cancel your order without giving a reason. Tell us within 14 days after the day you receive the goods. You then have a further 14 days to return them.
Email thedealer@whitehotpoker.co.uk with your order number and a clear statement that you wish to cancel. You do not have to use particular wording.
You are responsible for the cost and safe return of an unwanted item. We strongly recommend using a service that provides proof of postage. Please contact us before sending anything so that we can confirm the return address and instructions.
Condition of unwanted returns
You may inspect an item as you would in a shop. Please return it unworn, unwashed and with any original tags or packaging still present where reasonably possible. We may reduce a refund to reflect loss in value caused by handling beyond what was necessary to establish the item’s nature, characteristics and fit.
Refund timing and delivery charges
We will refund eligible payments within 14 days of receiving the returned goods or satisfactory evidence that you sent them back, whichever is earlier. Refunds are made to the original payment method.
When the whole order is cancelled, we will also refund the cost of our least expensive standard delivery option. Extra paid for an upgraded or express service is not refundable beyond the standard-delivery amount.
Printed to order
Our range is produced after it is ordered, but an ordinary WHITE HOT design in a size and colour offered on the website is not treated by us as a personalised item merely because it was printed to order.
The right to cancel may not apply to a product made to your individual specification or clearly personalised for you. If we introduce that kind of product, we will make the exception clear before you buy.
Faulty, damaged or incorrect goods
You are entitled to receive goods that are as described, of satisfactory quality and fit for purpose. If we send the wrong item, or an item arrives damaged, misprinted, incorrectly embroidered or otherwise faulty, contact us as soon as reasonably possible.
Please include:
- Your order number.
- A description of the problem.
- Clear photographs showing the whole item and the fault.
- A photograph of the parcel or label if it was damaged or the wrong item arrived.
Photographs help us resolve production problems quickly, but asking for them does not remove your legal rights. Where a fault is confirmed, we will offer the remedy required by law, which may be a replacement, repair, price reduction or refund. We will cover reasonable return postage where we require faulty goods to be returned.
Size exchanges
We do not operate a direct exchange service. If you choose the wrong size, contact us within the cancellation period, return the eligible item and place a new order for the preferred size. Our Size Guide is available before ordering, and The Dealer can help if you are between sizes.
Sale items and promotional codes
Sale items have the same statutory rights as full-price items. An eligible refund is based on the amount actually paid after any discount.
Before dispatch
If you need to cancel before dispatch, contact us immediately. Production may begin soon after payment, so cancellation before dispatch cannot always be guaranteed. If we cannot stop production, your normal cancellation rights after delivery remain unaffected unless a lawful exception applies.
Return address
Contact us before returning an item. Approved customer returns are handled by WHITE HOT POKER at:
26 West Parade
Warminster
Wiltshire
BA12 8LZ
United Kingdom
Contact
Returns and order issues: thedealer@whitehotpoker.co.uk
Formal complaints: thefloor@whitehotpoker.co.uk
Nothing in this policy limits your statutory rights.
