Refund and returns policy

1. Scope

This policy covers two different situations, and it is important not to confuse them: goods supplied by Wamsoft Group Limited directly to a business customer, and orders we fulfil on behalf of a seller who sells to consumers.

Where we are the seller of record, this policy applies to you directly. Where we fulfil for a seller, the customer-facing returns policy belongs to that seller, and we handle the physical return and report the outcome to them.

2. Returns window

For goods we supply directly, please notify us within 30 days of delivery if goods are faulty, damaged, not as described or supplied in the wrong quantity. Notification should include the order reference, the carton reference and photographs where the issue is visible.

3. What we will do

Where goods are faulty, damaged, not as described or short, we will repair, replace or credit them, at our option, at no cost to you. Where the return is for a reason other than our error, we may accept it subject to a restocking charge and to the goods arriving unused, in original packaging and in a resalable condition.

4. Refund timing

Once returned goods have been received and inspected, approved refunds are processed within 5 business days. Refunds are made in the original currency and to the original payer. Where payment was made by bank transfer, bank charges deducted by the sending or receiving bank are not refunded.

5. Non-returnable items

Goods made to a customer's specification, personalised or private-label goods, cut lengths, and any item clearly marked as non-returnable on the quotation cannot be returned unless they are faulty or not as described.

6. Consumer returns in a drop-ship programme

In a drop-ship programme the consumer's contract is with the seller, and the seller's published returns policy governs the consumer's rights. We process the physical return, grade the goods, return resalable stock to inventory and report non-resalable goods with photographs. The seller decides whether the consumer receives a refund or a replacement.

Our charges for handling consumer returns in a drop-ship programme are set out in the programme quotation.

7. Damaged or lost in transit

Where goods are damaged or lost in transit, tell us within 14 days of the delivery date or of the expected delivery date for a lost parcel. We will raise the carrier claim and, where the loss is ours to bear or the claim is accepted, replace or credit the goods.

8. How to start a return

Write to wamsoft_group@126.com with the order reference and the reason for the return. We will confirm whether the goods should be returned to the US fulfilment centre or disposed of locally, and we will give you a return authorisation reference. Goods returned without that reference may be refused.

9. Your statutory rights

Nothing in this policy limits any right you have under the law that applies to you, including rights in respect of goods that are not of satisfactory quality or not as described.