Refund policy

RETURN AND REFUND POLICY

We hope you love your order from The Walton Way. If you have any questions or problems, please contact us at thewaltonwayshop@gmail.com.

CHANGE-OF-MIND RETURNS

You have the right to cancel your online order within 14 days of receiving it without giving a reason.

Please email us within 14 days of delivery to tell us that you wish to cancel. You then have a further 14 days to return the item. We will provide the return address and instructions by email.

Items should be returned unworn, unwashed and, where possible, in their original condition. You may inspect the item as you would in a shop, but we may reduce the refund if its value has been diminished through handling beyond what was necessary to inspect it.

Customers are responsible for the cost of returning change-of-mind items. We recommend using a tracked postal service, as returned items remain your responsibility until they reach us.

REFUNDS

Once we receive the returned item, or you provide evidence that it has been sent back, we will issue the refund to your original payment method within 14 days.

For a valid cancellation, we will refund the item price and the cost of our least expensive standard UK delivery option. Any additional amount paid for express or enhanced delivery is not refundable.

Original delivery charges are not refunded when only part of a multi-item order is returned, unless required by law.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please contact us as soon as possible if your item arrives faulty, damaged, misprinted or incorrect. Include your order number and clear photographs showing the problem.

Where an item is faulty, damaged or incorrect, we will arrange an appropriate replacement or refund and cover reasonable return costs where a return is required. Your statutory rights under the Consumer Rights Act 2015 are not affected.

PERSONALISED ITEMS

Products that have been personalised or made to your individual specifications cannot normally be returned for a change of mind. This exception does not apply to standard Walton Way merchandise that has not been personalised for you, or to products that are faulty, damaged or incorrect.

EXCHANGES

We do not currently offer direct exchanges. If you require a different size, please return the original item in accordance with this policy and place a new order.

HOW TO START A RETURN

Email thewaltonwayshop@gmail.com with:

• Your name
• Your order number
• The item you wish to return
• The reason for the return, if the item is faulty or incorrect

Please do not send a return without contacting us first, as it may be sent to the wrong address.