Return & Refund Policy
1. Unwanted Items
Under the Consumer Contracts Regulations 2013 you are entitled to return any products bought from WisePrimate within 14 days of receipt of goods and receive a full refund or a different product. This law assumes that the goods have not been used and are in pristine condition.
For opened/used items a restocking fee may be levied upon inspection of the returned goods.
If you wish to return a product, please either respond to your sale confirmation email, or email trade@wiseprimate.com with your order number.
Customer Support will then get back to you on a same working day basis.
To clarify this policy, we understand that you will have to take your purchase out of its packaging to test it/try it out. However, all returns must be in perfect condition with all packaging included. We will not cover the cost of returning the item to us, this is entirely at your own cost and we would suggest insuring the item against loss in the postal system.
We do not take any responsibility for items lost on the way back to us.
Additional Information for returns under the Consumer Contracts Regulations 2013
Right to cancel
You have the right to cancel your contract of sale within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (email communication preferred)
Email: trade@wiseprimate.com
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
(a) 14 days after the day we receive back from you any goods supplied,
or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods,
or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may without reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods, or hand them over to us without undue delays and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
2. Faulty Items
During the manufacturer's warranty period (1 year from purchase) we will replace the faulty product, or arrange for it to be repaired. Please contact us using the above methods or our "Contact Us" page to discuss your issue and the steps to repair or replace.