Your Right to Cancel – UK & EU Customers

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order for any standard (non-custom) item purchased online within 14 calendar days of receiving it.

To exercise this right:

• Contact us in writing (email is fine) within 14 days of receiving your goods.
• Return the goods within 14 days of notifying us.

Return Shipping Costs

If you’re returning an item because you’ve changed your mind or no longer want the product (i.e. the item is not faulty or incorrect), you are responsible for covering the return shipping costs.

If the item is faulty, damaged, or not what you ordered, we will cover the return shipping costs.

Exemptions – Custom and Hygiene Sensitive Products

The following items are not eligible for return or cancellation, unless they are faulty or incorrect:

• Custom-made or specially sourced products not part of our usual range.
• Items cut to a specified length or prepared specifically at your request.
• Opened tapes or adhesives where product performance or hygiene may be compromised.
• Any product returned in a used or non-resalable condition.

We recommend contacting us before placing your order if you’re unsure whether your item falls into one of these categories.

Faulty or Incorrect Goods

If your order arrives faulty, damaged or incorrect, please notify us within 30 days of delivery. You are entitled to a full refund or replacement.

Return Shipping Costs for Faulty/Wrong Items

We will cover the full return shipping costs in these cases and provide guidance on how to return the item.

How to Return an Item

To initiate a return, please:

1. Email us at sales@waltherstrongandco.com with your order number and reason for return.
2. Await confirmation and further instructions.
3. Pack the item securely, ideally in its original packaging.
4. Send it to: Walther Strong, Unit 3 Autumn Park, Dysart Rd, Grantham, NG31 7DD

We recommend using a tracked service and retaining proof of postage. Unless the item is faulty or incorrect, you will be responsible for return shipping costs.

Refunds

• Refunds will be processed to your original payment method within 14 days of receiving the returned goods or evidence of return.
• For standard returns (not faulty/wrong), we will refund the cost of the item but not the original delivery cost. You must also pay for the return shipping.
• If the item is faulty or incorrect, your full shipping costs (including returns) will be covered.

International Returns

For international orders, please note:

• You must cover return shipping costs unless the product is faulty or incorrect.
• Customs or import duties on returns are the responsibility of the sender.
• Refunds will be issued in GBP (£) and may be subject to currency fluctuations or bank charges.

Contact Us

If you have any questions about returns, please contact our customer service team:

Email: sales@waltherstrongandco.com

Phone: 01780 437222

Hours: 8am–5pm Monday-Friday