DELIVERY & RETURNS

You should read this Delivery and Returns procedure in conjunction with our current Terms and Conditions.  We reserve the right to alter, amend and change these conditions without prior notice. Wonkee Donkee recommends that you read and understand this procedure before making a purchase and again if and when returning items back to us.

 

Quick Navigation:  Damaged Goods;  Unwanted Goods;  Faulty Goods;  Return Address.

 

 

Delivery

Delivery times may vary depending on the product range. Please see below:

 Product Range Delivery Time Scale
 All Richard Burbidge products except** 2-3 days
 **Richard Burbidge Heritage 55mm spindles / 115mm Newels 4 weeks

 

Exceptions

Wonkee Donkee currently deliver to all UK postcodes. 
For Eire, Channel Islands, Scottish Highlands, Isle of Man, Scilly Isles, and Isle of Wight, please allow extra time (usually up to 3 days) for delivery.
For Scotland, remote addresses and addresses at the extremities of the country, please allow additional time for delivery.

Bulky items, busy postal seasons and national holidays may increase delivery timescales.

 

Quick Despatch

We aim to despatch deliveries as soon as possible. For logistical purposes, orders received on a weekend, a bank holiday or after 12pm on a workday, will be counted as being received on the following working day.
Stocked items will normally be despatched on the day the order is received, non-stocked items will usually be despatched on the following working day. 

Delivery is usually on the working day following despatch via overnight carrier.

Delivery days are working days Monday to Friday, 8am to 6pm, excluding Bank holidays. 
Deliveries may also be on a Saturday at the discretion of the carrier (sorry, we can not book deliveries for a Saturday delivery).

A signature may be required on receipt of goods. Goods may be left by the carrier if authorised to do so. This is usually at the discretion of the driver. Goods left unattended will be the responsibility of the customer.

Failed deliveries will be re-attempted at the discretion of the carrier. We reserve the right to pass on any charges we incur from the carrier for failed deliveries.

 

Delivery Charges

The delivery charge for all UK Wonkee Donkee Richard Burbidge orders is £10.00 + VAT up to 20kg with a further 28 pence for each additional 1kg.
The final delivery charge is calculated when you check out. We reserve the right to change delivery charges without prior notice.

 

 

Returns

ALL RETURNS MUST BE SENT TO WONKEE DONKEE AT THE ADDRESS BELOW.

Stair parts made to order or specifically made or alterered to your specification cannot be returned unless faulty. Please call us on 01938 557733 for advice.

 

At Wonkee Donkee, we realise that things can go wrong. Please check all packaging on receipt of delivery for obvious signs of damage. See below for futher details.
If you find that your order is damaged, please do not accept delivery and call us on 01938 557733 immediately or at least within 48hrs.

We aim to accept all returns and will work with you to ensure as far as possible, a hassle free transaction.

You will be responsible for the cost or returning any goods to us, however, we will refund your reasonable postage back to us if the goods are found to be faulty or we have supplied in error. Responsibility for the goods will remain with you until received by us in full.

All items being returned must be in their original packaging and in a saleable condition. Damaged, modified or used items will not be accepted unless faulty. Goods must be stored correctly to prevent water, damp, UV and heat damage, discolouration, staining, distortion, twisting, warping, dents, scrapes, scratches, mildew, mould, insect and other such damage from inappropriate storage. Items not abiding with these terms will not be accepted for refund and will be returnedto you at your cost. You must advise of all returns within 14 days from delivery. 

Ensure all returned products are adequately and securely packed. Any damage to the product during transit through inappropriate packaging will not be accepted and will be returned to you.

Items manufactured to order or made specifically to your requirements cannot be returned unless faulty. This includes the Heritage range of stair parts that have a 4 week lead time.

 

Unwanted and Surplus Goods

There are two systems under which you may return your unwanted goods to us:

  1. Distance selling
  2. Our 30 day money back guarantee

Please note: 
Although you are not obliged to give us a reason for your return, a short explanation will help us to improve our services and product range in the future.
 

 

1.  Statutory Distance Selling Act

Under this system, you may examine the goods for up to 28 calendar days after delivery.
You must notify us of your intent to return the goods within 14 calendar days, starting on the day following the day of delivery.
Please click here for a Returns Form
You have a further 14 calendar days to return the goods to us. This 14 days starts on the day following your notification to us of your intent to return the goods. We must have received your returned item/s on this 14th day at the latest.
You will be responsible for all costs associated with returning the goods to us and responsibility for the goods will remain with you until we have received them in full.
Returns received outside of these 14 day deadlines will incur a re-stocking fee, and will not be entitled to having the outgoing delivery refunded.
A full refund of the cost of sending the order to you will only be entertained on the return of the complete order and if returned within the time limits set out above.
Costs incurred by you to return items to us will not be refunded unless the returned items are faulty or we have sent items in error. In either of these cases, we will refund reasonable postage costs.

If you miss the 14 day deadline, you may still return items to us under our 30 day money back guarantee as outlined below.

  

2.  Our 30 day Money Back Guarantee

You may return unwanted or surplus goods to us within 30 days from delivery with our 30 day money back guarantee. All refunds exclude outgoing delivery charges. Your statutory rights remain unaffected.

You will be responsible for all costs associated with returning the item to us. Responsibility for the goods will remain with you until we are in full receipt of the goods.

Goods must be in an unused, undamaged and a saleable condition complete with original unopened packaging and all component parts including any promotional items received with the order. We reserve the right to refuse goods if we believe that they have been used, damaged, defaced or treated in a manner that renders them in a condition that cannot be re-sold as new.

We reserve the right to reject goods received outside of our 30 day money back guarantee and return the items to you at your cost. If we decide to accept your return, a 20% re-stocking fee will be applied.

A copy of a completed returns form must be included with the returned goods.
Please click here for a Returns Form

Please note:
Although you are not obliged to give us a reason for your return, a short explanation will help us to improve our services and product range in the future.

 

You may cancel your order and return unwanted or surplus goods, to the address below, within 30 days from delivery with our 30 day money back guarantee. 

You will be responsible for all costs associated with returning the item to us. Responsibility for the goods will remain with you until we are in full receipt of the goods.

Goods must be in an unused, undamaged and a saleable condition complete with original unopened packaging and all component parts including any promotional items received with the order. We reserve the right to refuse goods if we believe that they have been used, damaged, defaced or treated in a manner that renders them in a condition that cannot be re-sold as new.

Goods received outside of our 30 day money back guarantee will be subject to a 20% re-stocking fee.

A copy of a completed returns form must be included with the returned goods. Please click here for a Returns Form

 

 

Faulty Goods

If you believe the goods to be defective or faulty, please check all documentation before contacting us to negate the possibility of any misunderstanding.

If you still believe the goods to be faulty, or if a defect develops after receipt of goods, then please contact us prior to returning the goods for advice.
All returns will require the completion of a Returns Form  and should be sent to us at the address below.

If we agree with you upon inspection of the faulty goods returned to us, we will at our discretion offer either a full refund or a replacement product. If the product is out of stock, or no longer available, we reserve the right to replace the item with a suitable, similarly priced alternative. We will, of course, contact you first.

You will be responsible for sending faulty items to us. We will refund reasonable postage cost if the items are found to be faulty.

You must ensure that all component parts, including any promotional items received, are returned to us, along with a copy of your completed returns form.

Click here to complete a Returns Form

 

 

Damaged Goods

If you have received damaged goods, you must inform us immediately on 01938 557733.

All goods must be checked for damage at the time of delivery.

If you suspect that your goods are damaged, for example, if you notice damage to the outer packaging:
   1. You MUST photograph the damaged packaging before removal;
   2. You MUST check the goods concerened by removing the packaging just enough to reveal the area of the goods under suspect;
   3. You MUST photograph the damage to the goods. Ensure that you take enough photos to give us as much information as possible.
   4. You MUST ensure that the driver is notified of any damage found and that he reports the damage.
   5. You MUST NOT sign for the goods as unchecked; 
   6. You should refuse delivery if the damage is obvious and extensive.

In any case, call us immediately on 01938 557733.

If there is no visible sign of damage at delivery, then sign for the goods as requested.
You MUST then check your complete order for damage as soon as possible, and you MUST inform us of any damages or shortages within 48hrs of delivery.
Failure to notify us within the 48hrs may result in any claim being rejected.

 You will be asked to take as many photos as required for us to investigate your claim.

 

 

If you are uncertain of whether an item can be returned, please call Wonkee Donkee on 01938 557733 for help and advice.

 

  We recommend the following couriers:

     

    *By working day, we mean Monday to Friday excluding bank holidays and the Christmas period.

     

    RETURN ADDRESS:

    RETURNS
    WONKEE DONKEE LTD
    MILL LANE
    WELSHPOOL
    POWYS
    SY21 7BL

     

    Updated October 2017