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You can now return your order for free via Collect+. There are over 6,500 locations nationwide offering Collect+ where your return can be processed, most of which are open early until late, 7 days a week, making returns more convenient for you.
To return your order:
- Complete the Necessary Documentation
Complete the Return Form enclosed in your order with all required information. If you have not received this information, please contact Customer Service by emailing us at firstname.lastname@example.org with your order details.
Your can return your parcel for free using Collect+. Visit https://www.collectplus.co.uk/store-locator for find your nearest store. Simply attach the pre-printed return label to your parcel. Please remember to obtain and keep the Proof of Postage receipt and your tracking number. Your parcel can be tracked online via www.collectplus.co.uk.
Carriage and charges for parcels not sent via Collect+ are the responsibility of the customer.
- Returning the Product
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our distribution center within 14 working days of delivery to you or your cancellation notice. Please ensure that the returned parcel is properly sealed.
If you return your parcel via Collect+ you will receive Proof of Postage and a code to track your return online (www.collectplus.co.uk/track/new). Please retain your Proof of Postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
- Processing the Refund
If you have chosen a refund for your returned product, we will process the calculated refund within fourteen (14) days of receiving your returned goods provided that you have returned the goods to us at our distribution center within 14 working days from delivery to you or your cancellation notification. You will receive email notification of your refund from our Customer Service Team.
Please note we can only offer exchanges that are equivalent or less than the value of the original order. If you requested an exchange for less than the value of the original order, we will credit the original account used to make the order payment.
If you have requested an exchange or replacement on your Return Form, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
Returns Policy and Procedure
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund within 14 working days from delivery.
Please note this also includes returning all complimentary samples (standard and deluxe), complimentary pouch and any additional free gifts. If the order is returned without these items, you will incur a handling fee to the sum of £20.
This fee will be taken off the total value of your return amount.
Within the order packaging, you will find a Returns Form with details of your order together with details of our returns process. Alternatively, you can use the Cancellation Form to cancel an order. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by emailing our Customer Services email@example.com with your order details.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
Refunds will only be made against the original payment card used.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund. Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by emailing our Customer Services firstname.lastname@example.org with your order details.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made whb2.co.uk; we are unable to process returns for purchases made within a partnered retail location.
Returns for purchases made online will not be accepted for return or exchange at any W=Hb2 Counter.
This policy does not affect your rights under law as a consumer, which apply in addition.