Refund policy

Return & Refund Policy

At Wise Galleria, we are committed to delivering high-quality products and exceptional customer service. If for any reason you're not completely satisfied with your order, our return and refund policy ensures a transparent and fair resolution, in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

📅 30-Day Return Period

You have 30 calendar days from the date of delivery to request a return. If 30 days have passed, unfortunately we cannot accept returns unless the item is faulty or not as described.

✅ Return Eligibility

• Item must be unused, unwashed, and in original condition
• Original packaging, tags, and any accessories must be included
• Proof of purchase (receipt or confirmation email) is required

Returns that do not meet these conditions may be rejected.

📦 How to Start a Return

1. Email us at support@wisegalleria.co.uk with your order number and reason for return
2. Wait for approval and a return shipping label with return instructions
3. Securely pack the item and include your order confirmation

📍 Return Address

Wise Galleria – Returns Department
Unit 106, 75 Coldharbour Street, Hayes, UB3 3EF
United Kingdom

🚚 Return Shipping Costs

• If the return is due to our error (damaged, defective, or wrong item), we will cover the return shipping.
• For all other returns, customers are responsible for return shipping costs.
• We recommend using a tracked delivery method, as we cannot guarantee receipt of untracked returns.

💼 Restocking Fees

A 10% restocking fee may be deducted from your refund for non-faulty returns to cover inspection and repackaging. This does not apply to damaged or incorrect items.

🛍️ Non-Returnable Items

The following items are non-returnable:

• Personal care products (e.g. cosmetics, grooming tools)
• Custom or personalised items
• Perishable goods (e.g. food, flowers)
• Gift cards and final sale items
• Hazardous or flammable items

💥 Faulty or Damaged Items

Please inspect your order upon delivery. Contact us within 48 hours of receiving a damaged or incorrect item. We’ll resolve the issue promptly via replacement or full refund.

🔄 Exchanges

We do not offer direct exchanges. Please return your item for a refund, and place a new order for the item you want.

🇪🇺 EU 14-Day Cooling-Off Period

If your order was shipped to an EU country, you are entitled to cancel or return your order within 14 days of delivery — no justification needed. Items must be in the same unused condition as received, with packaging and tags intact.

💳 Refunds

Once your return is received and inspected, we will email you to confirm whether the refund is approved:

• Approved refunds will be issued to your original payment method within 5–10 business days
• Delays may occur depending on your bank or card provider
• If more than 15 business days have passed since refund approval, contact us

📞 Contact Us

For any questions about your return, feel free to contact us:

• Email: support@wisegalleria.co.uk
• Phone: 074 074 860 80 (Mon–Fri, 9am–5pm)

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We appreciate your trust in Wise Galleria. Our return and refund process is designed to be fair, transparent, and easy to navigate — just like your shopping experience with us.

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