Return & Refund Policy

This Return & Refund Policy explains the conditions under which customers may return products, request refunds, or report problems with orders purchased from Wrenford. It applies to children’s clothing purchased through our online store and is intended for customers in the United Kingdom.

1. Right to Cancel

Customers purchasing online may have the right to cancel their order in accordance with applicable UK consumer protection law.

If you wish to cancel an order, please contact us as soon as possible at support@wrenford.online.

If the order has already been dispatched, you may need to wait until it is delivered and then follow the return procedure described in this policy.

2. Return Eligibility

To be eligible for a return, the product should normally:

Be in its original condition
Be unworn and unused, except where reasonable inspection is necessary
Be clean and free from marks, stains, odours, pet hair, or other signs of use
Include any original labels or tags that were attached when delivered
Be returned with all parts or accessories supplied with the product

We reserve the right to assess the condition of returned products before approving a refund.

3. Children’s Clothing Returns

Because we sell children’s clothing, customers should check the size, colour, style, material, and other relevant product information before removing tags or allowing the item to be worn for an extended period.

Trying on an item for the purpose of checking fit will not normally prevent a return, provided the product remains in a condition consistent with reasonable inspection.

4. How to Request a Return

To request a return, please contact:

Email: support@wrenford.online
Telephone: +44 7553086832

Please provide sufficient information to help us identify your order, such as your name, order information, the product you wish to return, and the reason for the return.

5. Return Instructions

Customers should not send products back without first contacting us where return instructions are required.

Once your return request has been reviewed, we may provide instructions explaining how and where the product should be returned.

Products sent to an incorrect location may result in delays in processing the return.

6. Return Address

Where instructed, returns may be handled using the following business contact address:

Wrenford
51 TENBY ROAD
BIRMINGHAM
B13 8LX
United Kingdom

Customers should contact us before returning an item so that the appropriate return arrangements can be confirmed.

7. Responsibility for Returned Products

Customers are responsible for taking reasonable care of products while they are in their possession.

When returning an item, customers should package it securely to reduce the risk of loss or damage during transportation.

We recommend retaining evidence that the returned parcel has been sent until the return has been completed.

8. Return Shipping Costs

Responsibility for return shipping costs will depend on the reason for the return and the customer's applicable statutory rights.

Where a product is returned because the customer has changed their mind, the customer may be responsible for the direct cost of returning the item unless otherwise agreed.

Where a product is faulty, damaged, incorrect, or otherwise does not conform to the order, return arrangements will be handled in accordance with applicable UK consumer law.

9. Faulty or Defective Products

If you receive a product that you believe is faulty or defective, please contact us as soon as reasonably possible.

Provide a clear description of the problem and sufficient information to identify the affected product and order.

We may request reasonable information about the fault so that we can investigate the issue and determine the appropriate remedy.

Nothing in this policy limits your statutory rights in relation to faulty goods.

10. Damaged Products

Customers should inspect their order after delivery.

If an item arrives damaged, please contact support@wrenford.online and provide details of the damage and the affected order.

Where appropriate, we may request photographs showing the condition of the product and packaging to assist with our assessment.

11. Incorrect Products

If you receive an item that is different from the item ordered, including an incorrect product, size, or colour, please contact us promptly.

We will review the order and, where an error has occurred, provide an appropriate solution in accordance with your legal rights.

12. Missing Items

If your order contains multiple products and one or more items appear to be missing, please contact us with your order information and details of the missing product.

We will review the order information and investigate the matter before determining the appropriate resolution.

13. Items That Cannot Be Returned in Their Original Condition

A reduction in the refund may be appropriate where a customer has handled a product beyond what is reasonably necessary to establish its nature, characteristics, and suitability.

Products showing significant signs of wear, washing, damage, alteration, misuse, staining, or other deterioration caused after delivery may be subject to further assessment.

This does not affect rights relating to products that were faulty or damaged when supplied.

14. Refund Assessment

Returned products may be inspected after they are received.

We will consider:

The condition of the returned item
Whether the correct product has been returned
Whether the return relates to a fault or order error
Whether the product shows signs of excessive use or damage
Whether the customer is exercising a statutory right

Customers will be informed if additional information is required to process the return.

15. Refund Method

Where a refund is approved, it will normally be issued using the original payment method used for the order where reasonably possible.

Refund processing by banks or payment providers may require additional time after the refund has been issued by us.

We are not responsible for processing delays caused by the customer’s bank or payment provider.

16. Refund Amount

The amount refunded will depend on the circumstances of the return and the customer’s legal rights.

Where applicable, the refund may include amounts required to be refunded under UK consumer law.

Any lawful deduction arising from excessive handling or reduced product value may be applied where permitted.

17. Exchanges

If you require a different size, colour, or product, please contact us to discuss the available options.

Availability of replacement products cannot be guaranteed.

Where a direct exchange is not available, a return and separate purchase may be required.

18. Refund or Return Delays

If you believe a returned product has been delivered to us but you have not received an update, please contact support@wrenford.online.

Please provide any relevant return information available to you so that we can investigate.

Customers should retain proof of return until the refund or return process has been completed.

19. Statutory Consumer Rights

This policy is intended to operate consistently with applicable consumer protection laws in the United Kingdom.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or reduce any statutory rights that cannot legally be excluded or restricted.

If there is any conflict between this policy and mandatory UK consumer law, the applicable legal requirements will take priority.