Refund policy

Returns and Refund Policy

Wackershop is a trading name of Gem Plant Sales Ltd. We want you to be satisfied with your purchase. If you need to return an item, please follow the guidelines below based on your customer type.

1. STATUTORY CANCELLATION RIGHT (CONSUMERS ONLY)

If you are purchasing as an individual for private use (B2C), you have a statutory right to cancel your order within 14 days of receiving your goods without giving a reason.

1. STATUTORY CANCELLATION RIGHT (CONSUMERS ONLY)

If you are purchasing as an individual for private use (B2C), you have a statutory right to cancel your order within 14 days of receiving your goods without giving a reason.

  • Notification: You must inform us of your intent to cancel within 14 days of delivery.

  • Return Period: Once notified, you have a further 14 days to return the goods to us

  • Refund: We will issue a refund. We do not charge handling or restocking fees for consumer returns made within this statutory window.

  • Condition: Goods must be returned in a "as new" condition. We reserve the right to make a deduction from the refund if the value of the goods has been diminished by unnecessary handling (e.g., if a part has been fitted or used).

2. BUSINESS-TO-BUSINESS (B2B) RETURNS

If you are purchasing on behalf of a business, trade, or profession, the following Gem Plant Sales Ltd standard terms apply:

  • Time Limit: Return requests must be made within 14 days of the invoice date.

  • Handling Charge: All non-faulty business returns are subject to a 10% handling and restocking fee.

  • Carriage: The original carriage charge is non-refundable, and the cost of returning the item is the responsibility of the buyer.

  • Exclusions: Electrical components, specially ordered "non-stock" parts, and items that have been fitted or removed from sealed packaging are non-returnable.

3. FAULTY OR DAMAGED GOODS

If an item arrives damaged or develops a fault:

  • Please contact us immediately at admin@gemplant.co.uk with your order number and photos of the issue.

  • If the fault is verified, we will provide a repair, replacement, or full refund in accordance with the Consumer Rights Act 2015.

  • Gem Plant Sales Ltd will cover the return carriage costs for faulty items.

4. HOW TO RETURN AN ITEM

  1. Request an RMA: Email admin@gemplant.co.uk to receive a Return Merchandise Authorization (RMA) number.

  2. Package Securely: Ensure the item is in its original packaging and well-protected.

  3. Ship: Send the item to: Returns Dept (Wackershop) Unit 9, St John's Court, Sevington Business Park, ASHFORD, Kent, TN24 0SJ

  4. Proof of Postage: We strongly recommend using a tracked service. We cannot be held responsible for items lost in transit.

5. REFUND PROCESSING

Once your return is received and inspected, we will send you an email notification. Approved refunds will be processed back to your original payment method within 14 days