1.1 WTTB Ltd, a company registered in England and Wales, company number (15097004), with its registered address at Unit 15 Thames Gateway Park, Chequers Lane, Dagenham, England, RM9 6FB (“us”, “our”, “we”, WTTB”). We operate the website https://wttb.co.uk/ (Website).

1.2 To contact us telephone our customer service team at 0330 333 2233 or email sales@wttb.co.uk. How to give us formal notice of any matter under the Contract is set out in clause 19.2.

2.1 These terms and conditions (Terms) apply to the order by you and supply of goods by us to you (Contract). No other terms are implied by trade, custom, practice or course of dealing. If an individual is placing an order on your behalf, you confirm that individual has the necessary authority to bind you to any order and Contract.

2.2 The Contract is the entire agreement between us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in the Contract. No other terms and conditions (including, without limitation, any standard terms and conditions printed on the reverse of your purchase orders, quotations, invoices, booking forms or acknowledgements) shall form part of or be incorporated within the Contract.

2.3 These Terms apply to both traders and consumers. The Terms will specify if certain provisions only apply if you are a trader or a consumer. The Terms adopts the definitions of a trader and consumer given in the Consumer Rights Act 2015.

2.4 Please read these Terms in full before you submit any order for Goods. Your attention is particularly drawn to clause 16.

2.5 These Terms and the Contract are made only in the English language.

2.6 You should print a copy of these Terms or save them to your computer for future reference.

3.1 The additional terms, documents or policies available on our Website (together: “Policies”) also form part of the Terms and you agree to comply with them.

3.2 Any failure to follow any terms contained in the Policies shall also be considered a breach of the Terms.

4.1 Orders may be placed online via the Website.

4.2 When ordering via the Website, please follow the onscreen prompts to place an order.

4.3 Our order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. You are responsible for ensuring that your order and any specification submitted by you is complete and accurate. Any order submitted by you is a contractual offer by you to buy the goods specified in that order (Goods).

4.4 After you submit an order, you will receive an email from us acknowledging that we have received it, but please note that this does not mean that your order has been accepted.

4.5 Our acceptance of your order takes place when we send the email to you to accept it, at which point the Contract between you and us will come into existence.

4.6 If we are unable to supply you with the Goods for any reason, we will inform you of this by email and we will not process your order. If you have already paid for the Goods, we will refund you the full amount including any delivery costs charged as soon as possible. As long as we provide you with a refund, we will not be in breach of the Contract with you for the supply of such Goods.

5.1 The images of the Goods on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Goods. The colour of your Goods may vary slightly from those images.

5.2 The packaging of your Goods may vary from that shown on images on our site.

5.3 We reserve the right to amend the specification or description of the Goods if required by any applicable statutory or regulatory requirement.

5.4 Whilst we make every effort to produce Goods that match any specification or description set out in your order in all material respects, you accept that all sizes, capacities, dimensions and measurements referenced therein have a 2% tolerance.

5.5 The quality and/or resolution of any images, pictures, branding or other artwork displayed on the Goods shall vary and is entirely dependent upon the quality and/or resolution of Materials (as defined in clause 6.1 below) provided.

6.1 Any of artwork, content or other materials which you provide to us in connection with the printing and/or production of the Goods (“Materials”) must not:

• (a) Be defamatory of any person.
• (b) Be obscene, offensive, hateful or inflammatory.
• (c) Bully, insult, intimidate or humiliate.
• (d) Promote sexually explicit material.
• (e) Include child sexual abuse material.
• (f) Promote violence.
• (g) Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
• (h) Infringe any rights of any other person, including privacy, copyright, database right or trade mark of any other person.
• (i) Be misleading or likely to deceive any person.
• (j) Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
• (k) Promote any illegal content or activity.
• (l) Be in contempt of court.
• (m) Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety.
• (n) Be likely to harass, upset, embarrass, alarm or annoy any other person.
• (o) Impersonate any person or misrepresent your identity or affiliation with any person.
• (p) Give the impression that the Materials emanates from third party, if this is not the case.
• (q) Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse.
• (r) Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.
• (s) Contain any advertising or promote any services or web links to other sites.

6.2 Any Materials you provide in connection the Goods must:

• (a) Be accurate (where it states facts);
• (b) Comply with the law applicable in England and Wales and in any country from which the Goods are distributed.

6.3 We may at out sole discretion and without prejudice to any other rights we may have decline to print and/or deliver any Goods which we reasonably believe is in breach of our content rules set out in this clause 6 or is otherwise objectionable to us.

6.4 You shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct, indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other professional costs and expenses) suffered or incurred by us in connection with any claim made against us for actual or alleged infringement of a third party's rights arising out of or in connection with our use of the Materials and/or compliance with any of your specifications or instructions relating to the production of the Goods.

7.1 You shall:

• (a) co-operate with WTTB on all matters relating to the production and delivery of the Goods; and
• (b) provide to WTTB in a timely manner all documents, information, items and materials in any form reasonably requested by WTTB in connection with the production of the Goods and ensure that they are accurate and complete.

7.2 If WTTB's performance of its obligations under the Contract is prevented or delayed by acts or omissions of you, your agents, subcontractors, consultants or employees, then, without prejudice to any other right or remedy it may have, WTTB shall be allowed an extension of time to perform its obligations equal to the delay caused by you.

8.1 The available delivery option and methods of carriage of the Goods are chosen by us and will be displayed on the Website. If you require a different form of delivery, please contact customer service on 0330 333 22 33. Unfortunately, we do not deliver to addresses outside the UK.

8.2 We will contact you with an estimated delivery date or date range. Whilst we will make reasonable efforts to comply with the estimated delivery date or date range, any such dates are estimates only. If for any reason we are not able to deliver within that date range, we will notify you and agree an alternative date range with you.

8.3 Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 18 (Events outside our control) for our responsibilities when this happens.

8.4 If you are a trader and there is a significant delay in delivery or we otherwise fail to deliver the Goods, your exclusive remedy for such failure is limited to the costs and expenses incurred by you in obtaining replacement goods of a similar description and quality in the cheapest market available, less the price of the Goods. However, we will not be liable to the extent that any failure to deliver was caused by an Event Outside Our Control, or because you failed to provide adequate delivery instructions or any other instructions that are relevant to the supply of Goods.

8.5 WTTB shall deliver the Goods to the location set out in the order or such other location as the parties may agree (“Delivery Location”).

8.6 Delivery is complete once the Goods have been unloaded at the Delivery Location. You are responsible for ensuring that you (or one of your duly authorised representatives) are available to accept delivery or you, where possible, have identified a safe space for the Goods to be unloaded at the Delivery Location (“Safe Space”). If you are not available to accept delivery, or, where applicable, fail to identify a Safe Space which can be accessed by WTTB (or its appointed delivery company) to safely unload the Goods, then you will remain liable to pay for the Goods in full and may, at WTTB’s discretion, be liable to pay for any additional costs incurred in redelivering the Goods to you.

8.7 We may decide to deliver the Goods by instalments, which shall be invoiced and paid for separately. If this happens, we will notify you and, if you are a consumer, you hereby provide your agreement to receive Goods by instalments when requested by us. Please note that any rejection or cancellation of any instalment does not entitle you to cancel any other instalment or any other parts of an order.

8.8 Notwithstanding any other provision and without prejudice to our other rights, we reserve the right to suspend further deliveries of the Goods without notice or liability to you if you are in breach of your obligations under these Terms until any such breach is remedied by you.

9.1 WTTB will use reasonable endeavours to deliver the correct quantity of Goods ordered by you. However, you acknowledge that variations in respect of quantities are inherent within the printing industry and WTTB’s liability for shortages shall be as set out in clauses 9.2 and 9.3 below. This represents WTTB’s exclusive liability for shortages and you shall not be entitled to terminate the Contract on the basis of shortages.

9.2 If you are a consumer, WTTB will (at WTTB’s choice) provide a refund calculated on a pro-rata basis or replace the missing quantities.

9.3 If you are a trader, our liability in respect of shortages are as follows:

9.4 All refunds shall be issued within 7 working days from the date of notification of an incorrect quantity. All replacements and/or reprints shall be delivered in accordance with clause 8.

9.5 You will not be charged for any overages.

10.1 We only permit collections of the Goods with prior notice and in mutual agreement with us.

10.2 Any agreed collections of the Goods will not take place before 8pm on the agreed collection date.

11.1 Title in the Goods shall not pass to you until we have received payment in full, including of all applicable delivery charges.

11.2 All Goods are carefully inspected and packed before delivery. The risk in the Goods shall pass to you once the Goods are passed on to our carriers. We will not be liable for damage, loss or delay to the Goods during transit however caused and all claims by you regarding such damage, loss or delay should be made immediately to the carriers concerned.

12.1 The prices of the Goods will be as quoted on the Website or any quote our customer service team provides to you at the time you submit your order. We take all reasonable care to ensure that the prices of Goods are correct at the time when the relevant information was entered onto the system. However, please see clause 12.6 for what happens if we discover an error in the price of Goods you ordered.

12.2 We may from time to time offer price discounts or offers to you. Any price discounts or offers and any requirements or limitations thereof will be as described on the Website. You may be required to include a discount code or take certain steps in order to benefit from the price discount or offer. It is solely your responsibility to take these steps.

12.3 Prices for our Goods may change from time to time, but changes will not affect any order you have already placed.

12.4 The price of Goods excludes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being.

12.5 The price of the Goods does not include delivery charges. Our delivery charges are as advised to you during the check-out process before you confirm your order. To check relevant delivery charges, please refer to the deliveries section in our Frequently Asked Questions.

12.6 We sell a large number of Goods through our Website. It is always possible that, despite our reasonable efforts, some of the Goods on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:

• (a) where the Goods' correct price is less than the price stated on our Website, we will charge the lower amount when dispatching the Goods to you; and
• (b) if the Goods' correct price is higher than the price stated on our Website, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Goods at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. However, if we mistakenly accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel supply of the Goods and refund you any sums you have paid.

13.1 You can only pay for Goods using a debit card or credit card. We accept most major debit and credit cards. For more information, please refer to the payment section in our Frequently Asked Questions.

13.2 Payment for the Goods and all applicable delivery charges is in advance.

13.3 Payment for the Goods shall be made at the time you make your order.

13.4 We will not dispatch your Goods unless payment has been made and securely received by in full.

14.1 Please note that all orders once accepted by us, or orders where you have uploaded your artwork (whichever is earlier) cannot be cancelled, save for as expressly permitted by our Cancellation Policy and these Terms.

14.2 Even where you are a consumer, you accept that as the goods a personalised for you, you do not have the right to cancel.

15.1 The Goods are intended for use only in the UK. We do not warrant that the Goods comply with the laws, regulations or standards outside the UK.

15.2 If you are a consumer and you think there is something wrong with your Goods, you must contact us. We honour our legal duty to provide you with goods that are as described to you and that meet all the requirements imposed by law. If you are a consumer and you have a legal right to cancel the Contract and/or reject the Goods, you agree that you must return the Goods to us in accordance with our reasonable instructions.

15.3 If you are a trader, we warrant that on delivery, the Goods shall:

• (a) subject to clause 5, conform in all material respects with their description; and
• (b) be free from material defects in design, material and workmanship.

15.4 Subject to clause 15.5, if:

• (a) you give us notice in writing within 3 days of delivery that some or all of the Goods do not comply with the warranty set out in clause 15.3;
• (b) we are given a reasonable opportunity of examining the Goods; and
• (c) if we ask you to do so, you return the Goods to us at your cost,

we will, at our option, repair or replace the defective Goods, or refund the price of the defective Goods in full.

15.5 We will not be liable for breach of the warranty set out in clause 15.3 if:

• (a) you make any further use of the Goods after giving notice to us under clause 15.4;
• (b) the defect arises as a result of us following any drawing, design or specification supplied by you;
• (c) the defect arises as a result of poor quality or low resolution Materials provided;
• (d) you alter or repair the Goods without our written consent;
• (e) the defect arises as a result of fair wear and tear, lack of care, wilful damage, negligence, abnormal storage or working conditions, incorrect use or any circumstances beyond our control; or
• (f) the Goods differ from their description or specification as a result of changes made to ensure they comply with applicable statutory or regulatory requirements.

15.6 We will only be liable to you for the Goods' failure to comply with the warranty set out in clause 15.3 to the extent and in accordance with the terms set out in this clause 15. The remedy specified in clause 15.4 is your exclusive remedy for breach of the warranty in clause 15.3.

15.7 The terms implied by law, including sections 13 to 15 of the Sale of Goods Act 1979 are, to the fullest extent permitted by law, excluded from the Contract.

15.8 These Terms also apply to any repaired or replacement Goods supplied by us to you.

16.1 References to liability in this clause 16 include every kind of liability arising under or in connection with the Contract including but not limited to liability in contract, tort (including negligence), misrepresentation, restitution or otherwise.

16.2 Nothing in these Terms limits or excludes our liability for:

• (a) death or personal injury caused by our negligence;
• (b) fraud or fraudulent misrepresentation;
• (c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
• (d) breach of the terms implied by the Consumer Rights Act 2015; or
• (e) any other liability that cannot be limited or excluded by law.

16.3 If you are a trader, we will not be liable for any indirect or consequential losses you may suffer.

16.4 If you are a consumer, we will not be liable for any unforeseeable losses (i.e. any loss that was not obvious that would happen and nothing you said to us before we accepted your order meant we should have expected it).

16.5 We will not be liable for any losses caused by your actions or omissions or which could have been avoided by taking reasonable action, including following our instructions or recommendations.

16.6 Subject to clause 16.2, we will under no circumstances be liable to you for:

• (a) any loss of earnings, profits, sales, business, or revenue;
• (b) loss of business opportunity; or
• (c) loss of anticipated savings; or
• (d) loss of goodwill; or
• (e) wasted expenditure; or
• (f) any business losses.

16.7 Subject to clause 16.2, our total liability to you for all losses arising under or in connection with the Contract will in no circumstances the price of the Goods paid by you under the same Contract.

16.8 Any representation, condition, warranty or obligation which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. Where they cannot be excluded, our liability for non-compliance with such representation, condition, warranty or obligation is excluded to the fullest extent permitted by law.

16.9 Unless you notify us that you intend to make a claim in respect of an event within the notice period, we shall have no liability for that event. The notice period for an event shall start on the day on which you became, or ought reasonably to have become, aware of the event having occurred (as opposed to it becoming aware of its having grounds to make a claim in respect of it) and shall expire 24 months from that date. The notice must be in writing and must identify the event.

17.1 We are the owner or the licensee of all intellectual property rights in our Website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

17.2 You may print off one copy, and may download extracts, of any page(s) from our Website for your personal use and you may draw the attention of others within your organisation to content posted on our Website.

17.3 You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

17.4 Our status (and that of any identified contributors) as the authors of content on our Website must always be acknowledged.

17.5 If you print off, copy or download any part of our Website in breach of these terms of use, your right to use our Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

18.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Contract that is caused by any act or event beyond our reasonable control (Event Outside Our Control). An Event Outside Our Control includes, but is not limited to, acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic; terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; nuclear, chemical or biological contamination or sonic boom; any law or action taken by a government or public authority, including imposing an export or import restriction, quota or prohibition; collapse of buildings, fire, explosion or accident; any labour or trade dispute, strikes, industrial action or lockouts; non-performance by suppliers or subcontractors; and interruption or failure of utility service or any other technical issue.

18.2 If an Event Outside Our Control takes place that affects the performance of our obligations under the Contract:

• (a) we will contact you as soon as reasonably possible to notify you; and
• (b) our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Goods to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

18.3 You may cancel the Contract affected by an Event Outside Our Control which has continued for more than 90 days. To cancel please contact us. If you opt to cancel, you can either cancel the entire order and return any relevant Goods already received to us in exchange for a refund or you can keep any relevant Goods already received provided that you have paid for them and we will refund the price you have paid for any parts of the order you have not received.

19.1 When we refer to "in writing" in these Terms, this includes email.

19.2 Any notice or other communication given under or in connection with the Contract must be in writing and be:

• (a) delivered personally, sent by pre-paid first-class post or other next working day delivery service: (i) in the case of WTTB (to its registered address as set out in clause 1.1); and (ii) in your case (to any postal address you supply to WTTB when making an order or otherwise); or
• (b) email to: (i) in the case of WTTB (sales@wttb.co.uk); and (ii) in your case (to any e-mail address you supply to WTTB when making an order or otherwise).

19.3 A notice or other communication is deemed to have been received:

• (a) if delivered personally, on signature of a delivery receipt;
• (b) if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second working day after posting; or
• (c) if sent by email, at 9.00 am the next working day after transmission.

19.4 In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.

19.5 The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

20.1 In the first instance, you agree to raise any disputes with us directly to our customer service team which shall be dealt with in accordance with our Complaints Handling Policy. Our customer service team will do their best to resolve any problems you have with us or our Goods.

20.2 Any disputes which cannot be resolved in accordance with our Complaints Handling Policy shall be resolved by the court.

20.3 The Contract is governed by English law (including non-contractual matters) and each party irrevocably agrees, subject to clauses 20.1 and 20.2 to submit all disputes arising out of or in connection with the Contract (including non-contractual matters) to the exclusive jurisdiction of the English courts.

21.1 Assignment and transfer.

• (a) We may assign or transfer our rights and obligations under the Contract to another entity but will always notify you in writing or by posting on this Website if this happens.
• (b) You may only assign or transfer your rights or your obligations under the Contract to another person if we agree in writing.

21.2 Variation.

• (a) Any variation of the Contract only has effect if it is in writing and signed by you and us (or our respective authorised representatives).
• (b) We may from time to time vary these Terms. We will notify you of any variations to the Terms by displaying the latest version on our Website. The varied Terms shall apply to any future orders you make.

21.3 Waiver.

If we do not insist that you perform any of your obligations under the Contract, or if we do not exercise our rights or remedies against you, or if we delay in doing so, that will not mean that we have waived our rights or remedies against you or that you do not have to comply with those obligations. If we do waive any rights or remedies, we will only do so in writing, and that will not mean that we will automatically waive any right or remedy related to any later default by you.

21.4 Severance.

Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

21.5 Third party rights.

The Contract is between you and us. No other person has any rights to enforce any of its terms.

This policy applies to any rewards scheme WTTB Ltd (“WTTB”, “we”, “us”, “our”) operates from time to time (together, “Rewards Scheme”).

This policy is supplementary to and should be read in conjunction with our terms and conditions and our other policies we may issue from time to time.

Whilst the below policy aims to provide general information about how we operate Rewards Schemes, details about a specific Rewards Scheme will be found on our website: //wttb.co.uk/ (“Website”) or any other marketing materials relating to a Rewards Scheme (together “Rewards Scheme Information”).

How to participate

In order to participate in a Rewards Scheme the following eligibility criteria must be met:

• The person seeking to participate in a Rewards Scheme (“you”) must be a registered customer of WTTB.
• You must meet any other eligibility criteria specified by us in the Rewards Scheme Information.

How Rewards Schemes operate

Unless otherwise specified by us, Rewards Schemes operate a tier based system.

For example, a Rewards Scheme with four tiers: bronze, silver, gold and platinum. The rewards and/or benefits you might receive will vary depending on your tier.

Your tier will be determined by your amount of spend with us (or any other criteria we might specify from time to time).

What rewards or benefits you might receive

Details of the rewards or benefits you might receive for a Rewards Scheme shall be as specified by WTTB in the Rewards Scheme Information. Rewards or benefits may include:

• Preferential pricing for goods.
• Cashback on orders.
• Free or money off on production upgrades.
• Free or money off on incidental services. For example, artwork checks.

It is exclusively your responsibility to take advantage of any rewards or benefits you might be entitled to under any Rewards Scheme.

Additional provisions

Any rewards or benefits awarded to you, are specific to you and cannot be transferred to any third party.

We reserve the right to withdraw, reduce or cancel the ability to accrue spend for any reason at any time without liability to you.

We reserve the right to refuse to award any rewards or benefits in cases of actual or suspected fraud, abuse of process of breach of any of our terms or policies without liability to you.

We reserve the right to change, suspend or terminate any Rewards Scheme at any time without liability to you.

We reserve the right to vary this policy from time to time. The latest version of this policy will be available on the Website. It is your responsibility to regularly check our Website to make sure that you are aware of the latest version of this policy.

Our decision in all matters relating to any Rewards Scheme and this policy shall be final and we will not be liable to you for any loss or damage arising out of any Rewards Scheme.

This policy applies to cancellation or orders by WTTB Ltd’s (“WTTB”, “we”, “us”, “our”) customers (“you”, “your”).

This policy is supplementary to and should be read in conjunction with our Terms and Conditions and our other policies we may issue from time to time.

No general right to cancel

As mentioned in our terms and conditions (“Terms and Conditions”), you do not have a general right to cancel any order for goods you submit to us.

This applies even where you are a consumer. This is because the goods you order from us are personalised and therefore your legal right to cancel does not apply.

You shall only be entitled to cancel an order where you are permitted to so by our Terms and Conditions, or by applicable law.

Cancellation due to faulty products

If you believe your goods are damaged/faulty, to help us investigate further, please send a picture and/or video of the product or packaging, clearly showing the fault you’ve noticed, to sales@wttb.co.uk.

Please also include the following detail so we can help:

• Your name;
• Your order number;
• A description of the fault.

Once we review your photographic evidence, we will confirm whether:

• We accept your claim that the goods are faulty; or
• Would like to inspect the goods in person.

In either case, we may request that the goods are returned to us. All goods must be returned to us in accordance with the instructions set out in “How to return your goods to us”.

If you are a trader, or you are a consumer seeking the short term right to reject, the burden is on you to show that the goods are faulty. So we kindly request your full co-operation during our investigation.

If you do not return the good to us within 28 days of our request to return the goods, or where you do not co-operate with us with respect to our investigation and/or any other follow-up questions we may have regarding the goods, we will consider your claim closed.

Right to cancel

If you believe you have any other right to cancel or reject an order (or any part of an order), please send us an email to sales@wttb.co.uk.

Please also include the following detail so we can help:

• Your name;
• Your order number;
• Product name and code (the product name and code can be found on your order confirmation email);
• On what basis you believe you have the right to cancel or reject an order; and
• Any evidence to support you right to cancel or reject an order.

To investigate whether you have the right to cancel or reject an order, or, where we confirm you do have the right to cancel or reject an order, we may request that the goods are returned to us. All goods must be returned to us in accordance with the instructions set out in “How to return your goods to us”.

If you do not return the goods to us within 28 days of our request to return the goods, or where you do not co-operate with us with respect to our investigation and/or any other follow-up questions we may have regarding the goods, we will consider your claim closed.

How to return your goods to us

It is your responsibility to return the goods to us.

Please return all goods to us to the following address: WTTB, Unit 93/94 North East BIC, Wearfield, Sunderland, SR5 2TQ

We request that all goods which are returned are accompanied by a label clearly specifying:

• Your name;
• Your order number; and
• Product name and code (the product name and code can be found on your order confirmation email).

You are responsible for ensuring the goods safely arrive at the above return address. We therefore recommend that you use a reputable courier service and that you retain evidence that the goods have been sent.

You are required to cover the costs of your return unless you are a consumer in which case we may cover your reasonable costs of return.

Replacement goods or a refund

Where you are entitled to cancel or reject an order (or any part of an order) and you have followed the procedures set out in the Terms and Conditions, this policy or as otherwise specified by us, you may be entitled to replacement goods or a refund.

Where we agree to provide you with, or where you are legally entitled to, replacement goods, the Terms and Conditions shall apply to the provision of such goods.

Where we agree to provide you with, or where you are legally entitled to, a refund, we will refund the same bank account used for payment of the goods (unless otherwise specified by you) and we will aim to provide all refunds within 14 days of the date on which we agree to provide you with a refund.

We reserve the right to vary this policy from time to time. The latest version of this policy will be available on the Website. It is your responsibility to regularly check our Website to make sure that you are aware of the latest version of this policy.

This policy sets out the process by which WTTB Ltd (“WTTB”, “we”, “us”, “our”) will address any complaints WTTB’s customers (“you”, “your”) raise with us.

If you are a consumer, you are not legally required to follow this policy but we request that you address any complaints with us in the first instance as is normally advised by the regulators and the courts.

If you are a trader, you are contractually required to follow this policy as part of your compliance with our terms and conditions (“Terms and Conditions”).

This policy is supplementary to and should be read in conjunction with our Terms and Conditions and our other policies we may issue from time to time.

We reserve the right to vary this policy from time to time. The latest version of this policy will be available on the Website. It is your responsibility to regularly check our Website to make sure that you are aware of the latest version of this policy.

What is a complaint

A complaint shall cover any dissatisfaction with the goods or services we have provided, including:

• our compliance with the Terms and Conditions;
• fulfilment of your order;
• delivery times; and
• the goods compliance with any agreed specifications.

How to complain

A complaint may be made by email to: sales@wttb.co.uk

It will help us to deal quickly and fully with your complaint if you can state that you are making a complaint, set out your concern in writing as clearly as possible, and provide your contact details.

How we handle complaints

Stage 1

We will aim to send an acknowledgment of your complaint within 3 working days.

Your complaint will then be passed to our complaints team or other appropriate person who was not directly involved in the events related to the complaint. We will aim to respond to you substantively as soon as possible, and in any event within 5 working days. We may need to contact you to ask for more information or clarity before making a final response.

When we provide you with a final response, we will clearly set out the steps we took in investigating the complaint along with our views and reasons for this. We will also indicate your right to request a review of your complaint if you are not satisfied with our response.

Stage 2

We expect most complaints to be resolved at stage one. However, if you consider the response you have received is not fair or appropriate, you may contact us to request a review of your complaint by our Customer Service Manager (currently Jen Allen). You should do this within 10 working days of receiving a stage one response.

We will aim to acknowledge your request to review the complaint within five working days of receipt. Again, we may need to contact you to ask for more information or clarity before making a final decision. We will aim to respond within 20 working days of receipt.

If you remain dissatisfied

If you remain dissatisfied, we reserve the right to request that any complaints are resolved by an independent third party, such as a mediator, before the complaint is put before the court.

If mediation is requested by us, you and us will enter into mediation in good faith to resolve the complaint and will do so in accordance with the Centre for Effective Dispute Resolution (CEDR). Unless otherwise agreed between the parties within 10 working days of notice of the dispute, the mediator will be nominated by CEDR.