Refund policy

This page gives information about the Terms relating to refunds.

1. If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on our site, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount as soon as possible.

2. Your consumer right of return and refund

This clause only applies if you are a consumer.

2.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling Regulations 2000) during the period set out below in clause 2.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.

2.2 However, this cancellation right does not apply in the case of:

2.2.1 any custom-made products, products made to your specification or clearly personalised;

2.2.2 newspapers, periodicals or magazines;

2.2.3 software, electronic or digital downloads;

2.2.4 DVDs or CDs which have a security seal which you have opened or unsealed.

2.3 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 14 (fourteen) working days in which you may cancel, starting from the day after the day you receive the Products. Working days means that Saturdays, Sundays or public holidays are not included in this period.

2.4 To cancel a Contract, please contact us via the ‘Support’ functions on the website, or in writing to tell us by sending an e-mail to support@wisque.com. You may wish to keep a copy of your cancellation notification for your own records. Your cancellation is effective from the date you sent us the e-mail.

2.5 You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 22.2.1 of Wisque’s Terms and Conditions. If you returned the Products to us because they were faulty or mis-described, please see clause 2.6.

2.6 If you have returned the Products to us under this clause 2.6 because they are faulty or mis-described, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

2.7 We refund you on the credit card or debit card used by you to pay.

2.8 If the Products were delivered to you:

2.8.1 you must return the Products to us as soon as reasonably practicable

2.8.2 unless the Products are faulty or not as described (in this case, see clause 2.6), you will be responsible for the cost of returning the Products to us

2.8.3 you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.

2.9 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 11 or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

3. Governing law and jurisdiction

3.1 If you are a consumer, please note that these Terms are governed by English law. This means that a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

3.2 If you are a business, these Terms are governed by English law. This means that a Contract, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), will be governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.