REFUND POLICY

 

CHANGES TO YOUR ORDER

Contact us within 24 hours of placing the order and we will let you know if the change is possible and any charges involved. If the item is for a bespoke product with embroidery and has already been processed, we will not be able to make any changes nor can the order be cancelled.

 

NO REFUND POLICY

• Face masks, hair accessories, underwear, swimwear, tights, socks, gloves are non-returnable or refundable due to hygiene reasons and current Covid 19 restrictions.
• Exchanges of a product can only be made once.
• Embroidered and bespoke garments are non-returnable and non-refundable unless faulty.
• Embroidered and bespoke garments cannot be cancelled once processed.
• Sale and clearance items are non-returnable and non-refundable unless faulty.
• We are unable to give a refund for garments spoiled by a third-party embroidery or print company or for customer choice of wrong colours, style, spelling or wording of embroideries.
• We cannot offer returns or refunds on items which have been damaged, stored incorrectly, washed incorrectly, washed not following washing instructions, damaged by chemicals or other substances, left outside in sunlight or to open outside weather elements for a long period of time, used in unsuitable conditions, used negligently by you or by another party or for fair wear and tear.

 

 

EXAMPLE OF A FAULTY PRODUCT

 

The product should be of reasonable quality, with no damage such as missing buttons, holes or large stains. If there is any breach in quality, you are entitled to a repair, replacement, full or part refund depending on the defect. Contact us first if you have a problem.

If the damage is minor and can be repaired easily and in a reasonable time, at no additional cost to you and without significant inconvenience, then this would be our first option.

Where a refund is the only option but you would like to keep the garment, we would be able to give some discount on the product.

 

 

WHERE WE ARE NOT OBLIGED TO REFUND OR REPLACE A PRODUCT

 

• When you change your mind or the product was not appropriate because of the colour, style or size.
• Where you have clearly chosen the wrong size, we can offer an exchange, shipping and delivery charges will need to be paid by you.
• If the product has a slight mark which can be removed by washing it is not the same as damage and we are not obliged to give you a discount.
• Where washing instructions have not been followed, the garment has been left for long periods in the sunlight, wrong temperature of tumble dryer or iron or washing machine has been used, bleach, or other stain removing products have been used causing damage to the product.
• We shall not be liable for any defect arising from fair wear and tear or items which have been damaged, stored incorrectly, washed incorrectly, washed not following washing instructions (verbal or written), damaged by chemicals or other substances, used in unsuitable conditions, used negligently by you or by another party.

 

 

RETURNS & REFUNDS

You have 7 days from delivery of the product to return it to us provided that:-

• The product is not worn, washed, stained, marked or altered and can be resold.
• It is not a bespoke or personalized item.
• It is not a PPE item which has been sealed for health protection and has been opened

upon delivery.

• It is returned to us in its original packaging with its swing tags and labels attached to it, otherwise your refund will be refused.
• Exchanges of a product can only be made once.
• If you return a product to us within 7 days, that we agree are faulty, you may choose to have the item repaired, replaced or a full or partial refund.
• You are responsible for returning the product and for the payment to return the product to us, except if the product is faulty. We recommend to use a signed for courier service and obtain a proof of receipt as we are not responsible for the product if it fails to be delivered to us.
• Please note we reserve the right to refuse any returned shipments if the product has been used or tampered with.
• Shipping and delivery charges are fixed costs which cannot be refunded.
• All refunds will be refunded less the cost of shipping.
• We will pay the cost of a returned product:-
  1. if the product is faulty, mis-described or wrong item sent to you.
  2. If you are ending the Contract because we have informed you of a pricing error, the product will change, change in our terms, we have done something wrong or there is a long delay in delivery of over 6 months due to unforeseen or an unexpected event which is out of our control.

             In all other circumstances you must pay the cost of return to us.

• For exchange of sizes the cost of return and re-delivery to you is payable by you.
• Incorrect or faulty products must be received by us before replacements can be sent out to you.
• A fixed charge of 10% of the value of the returned product will be added to cover administration charges in relation to the return.
• It is your legal responsibility to take reasonable care of the goods while in your possession.
• There is a separate form to fill in when requesting a return for the product you are returning and the reason why and the return of the product to you will be charged to you accordingly.
• We will send the refund to the credit or debit card that was used to make the Our technology processes refunds automatically. The time taken for the funds to reach your account will mainly depend on your customer bank account. Please allow up 60 days for the refund transfer to be completed.
• The address to return the product is as below and include the mobile/telephone numbers and full address as shown below:-

 

WREN INTERNATIONAL FZC

(RETURNS DEPT.)

UNIT A2 036

P.O. BOX 9062

SHARJAH AIRPORT FREE ZONE (SAIF ZONE)

SHARJAH

UNITED ARAB EMIRATES (U.A.E.)

TEL: 00971 6 5573346

MOBILE: 00971 56 7004515 / 00971 50 4970824

Email: wrenfactory@hotmail.com

 

 

CHARGEBACK TO YOUR CREDIT/DEBIT CARD

There are some situations that qualify for requesting a chargeback:-

• Fraud or an unauthorized charge on your account: If you don’t recognize a transaction and suspect it to be fraud.
• Packages that were never delivered: You may receive notice that an item was delivered, but it actually was not.
• Damaged or defective items: If an item came opened or missing some parts.
• Incorrect charges on your account: The cost of the item purchased was different than what you were actually charged.

 

How To Raise a Chargeback

If asking us for a refund is not successful, you can request a chargeback with your credit card issuer. Many card issuers let you dispute transactions by phone, mail or online. You may also be able to submit a dispute directly through your card issuer’s mobile app.

When you submit a chargeback, you may need to include supporting documents, such as copies of a receipt, invoice, contract and any communications you had with the merchant. Anticipate that the dispute can last up to 90 days or two billing cycles, whichever is shorter.

Once you submit a chargeback request, the exact process varies depending on your card issuer, network and situation, but generally results in some back-and-forth between various parties. 

Please contact your card-issuing bank’s 24-hour Customer Service Hotline to lodge your dispute. Your card-issuing bank will advise you on the process which could require you to submit a dispute resolution form.

We advise cardholders to contact their card-issuing bank as soon as possible. Most banks will require cardholders to submit a dispute resolution form within 14 days from the card statement date.