Refund policy

 

We're here to make returning your unwanted items to us as easy as possible. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm You must notify us of a problem within 7 days of receipt of goods.

Cost of Returns

If you receive an item that is faulty, you should contact us in the first instance, including a photo(s) of the affected items so we can assess the best way to resolve the problem. Should the product deem to be faulty we will ask you to return it, at cost to us.

If you change your mind, you have 14 days from the date you placed your order to return the product(s) back to us using the address below. Items should be in their original packaging in a new, saleable condition. We will process a refund within 10 working days, minus any delivery costs.

Personalised and Special Order Items

  • Please be advised that any specially ordered items, from overseas, will incur restocking charges when a refund is required due to wrong sizing or if you change your mind.
  • Any personalised goods we reserve the right to refuse returns. Items ordered in the wrong size to be exchanged could/will incur postage and restocking costs.

  • *Special Order* A special order is one where we Al's Skate Shop and the UK Supplier has to order the product in from the manufacturer. Items of this type will incur a restocking cost, usually between 20-35% of your original order value.

  • When you order skate sharpening, you agree that the blades and boots are customised to your requirements. This means these boots and blades are excluded from our returns policy.

Exchanges

We'll usually honour exchanges for new items within 30 days of contacting us. To efficiently manage stock levels, we recommend placing an order for your new item before you send the old item back. This ensures prompt delivery and speeds up the returns process.

Note: We can only accept items returned in original condition (with original or shrink-wrap packaging). Please remember that the responsibility of the item is yours until we've successfully received the item. We always recommend using signed for delivery options.

Cancelled order

If you wish to cancel your order with us that hasn't already been dispatched with a full refund, you should contact us via email or telephone immediately.

If your order has already been posted, you may need to complete the returns form and send the item back to us.

Returns that are processed that are worn/used/damaged, or not resealable as 'new' will not be eligible for a full refund. The discretion of a Manager or Director is final.

Please remember that the responsibility of the item is yours until we've successfully received the item. We always recommend using signed for delivery options.

'Special Order', 'Back Order', Custom Sizing or Personalised Items which are ordered from supplier to fulfil part, or all of your order, are subject to a restocking fee of up to 30%.

Returns Address
If you're ready to start a return, please complete our simple Returns Form:
https://www.wheelsonheels.co.uk/pages/return-an-item