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Returns Policy

 

RETURNS AND REFUND POLICY

We want you to be delighted with your WOLF-Garten products. If you are not satisfied, the following policy applies.

1. Changing Your Mind

If you change your mind about your purchase, you can return it within 14 calendar days in its original, resalable condition.

  • Please include your Name, Address and Order Number inside the package.

  • Make sure your return package is securely packed and sealed.

  • We recommend UK customers use a signed-for postal service when paying for return postage.

Once we receive and inspect the returned items, if the refund is approved, it will be processed back to your original payment method (e.g. credit card or PayPal).

2. Faulty, Damaged, or Incorrect Items

If there is a fault with the product or it arrives damaged:

  • Please contact our customer service team at contactus@wolfonline.co.uk.

  • We will ask you to email us a photo of the faulty part(s) or ask you to return the item to us.

  • Once received, we will arrange a refund, replacement, or send the required replacement parts at no additional cost.

We reserve the right to reject a refund request if goods are not returned in accordance with this policy. If we cannot accept your return, we will notify you within 5 days of receipt and may ask you to cover the shipping cost to have the goods returned to you.

This does not affect your statutory rights.

3. Exchanges

We can replace items if they are defective or damaged when you received them.

  • If the requested replacement is out of stock, we will issue a refund instead.

  • If any part of your order is unavailable, we will inform you and adjust your payment accordingly.

  • Sale items will only be exchanged if they are faulty or damaged on arrival.

4. Chargebacks & Payment Disputes

We are always happy to resolve issues directly with our customers. If you are considering raising a chargeback or payment dispute, please contact us first so we can resolve the matter quickly.

If a chargeback is raised and the case is resolved in our favour (for example, where proof of delivery is provided), we reserve the right to recover any non-refundable fees charged to us by our payment processor as a result of the dispute. These costs may be deducted from any future refunds or credits owed to you.

5. Returns Address

Please send all returns to:

Surf the Shop Ltd t/a WolfOnline
Unit A1/2, Chapel Farm Industrial Estate
Cwmcarn, Newport
NP11 7BH

This Returns and Refund Policy does not affect your statutory rights.