365 Day Returns Policy For All Wellies
Free Delivery On All Orders Over £100
Free Next Day Delivery for Selected Wellies
365 Day Returns Policy
for peace of mind
Free Delivery On Orders
over £100
Free Next Day Delivery
on selected wellies

The Returns Process (boots not faulty)

If you are not happy with your product then you can return it within 365 days for a full refund (valid on all orders from April 2nd 2014).

1) Check that your boots conform with our returns policy i.e. they are as new, you still have the box, etc. Our full returns policy is listed at the bottom of this page.

2) Email us at returns@qualitywellies.co.uk to inform us that you would like to return the boots. The date of your email is logged as the date of your return request. Include your name and order number (starting with QW) so that we can identify you. If you don't have your order number do not worry, we can identify you from other information such as your delivery address or email address. We will then email you with documentation to include with your return. We will also give you an address to send the boots back to.

3) Send your boots to the address that we have given you.

4) Within one week of receiving your return it will be processed. Provided the return conforms with our returns policy we will refund you for the boots via Paypal. If there are any problems with the return we will contact you to discuss further. If we do not accept your return we will offer to return the boots to you. In this case you will be required to pay the shipping charge. This would only happen if there is a clear violation of our returns policy. The vast majority of our returns are refunded.

The Returns Process (boots faulty)

In some unfortunate cases boots can develop a manufacturing fault. This is when something goes wrong with the boot which is not caused by what we would call fair wear and tear. Most boots come with either a 6 or 12 month warranty so if you have a problem with your boots that you think could be a fault then please let us know. If you contact us with a faulty pair the following process will be followed:

1) Contact us at returns@qualitywellies.co.uk to notify us of the problem with your boots. Provide us with your name and order number so that we can identify you.If you don't have your order number do not worry, we can identify you from other information such as your delivery address or email address. It is also very helpful if you can include pictures and a description of the fault.

2) We will acknowledge receipt of your return.

3) We will contact the manufacturer of the boots to confirm if the fault is covered by warranty or not. Please bear with us during this process.

4) If the fault is confirmed as under warranty we will either ask you to send us the boots or to dispose of them. The boots may need to go directly to the manufacturer so please do not post until we have confirmed the address. We will cover the cost of sending the boots.

5) If the fault has been accepted under warranty we will either issue you with a refund or send you a new pair depending on your preference.

Our Returns Policy

If for any reason you are unsatisfied with your purchase you may return it:

- Within 365 days of receipt for a refund or exchange.
- Provided the product is in perfect condition and in its original packaging with all labels still attached.
- Do not stick labels or tape to the product packaging when returning it. If the packaging is de-faced we will refuse to accept the return as it will not be in a re-saleable condition.
- We recommend the product is returned by recorded delivery as we cannot accept liability for any products lost in the post.
- Within 1 week we are required by law to refund the original shipping cost if the full order is returned. Outside of 1 week or if only part of an order is returned we do not refund shipping.
- Unless the products is faulty the buyer must pay the return postage.
- If the product is faulty we will arrange for a courier to collect the package or the customer can return the package directly.
- If returned directly we will only refund up to the amount it would have cost us to receive the return using our courier. Currently this is £6.50.
- We will only pay shipment to return faulty products from within the United Kingdom. We will not pay to return from outside of the UK.
- To exchange a product the customer must return the original product and then purchase a replacement through the website as normal.
- Outside of 365 days any returns are at the discretion of Red Robin Retail Ltd and will be subject to a 15% handling charge.
- Refunds will be made to the same card or Paypal account used to purchase the product.
- Before posting returns please email returns@qualitywellies.co.uk. Please do not send returns until we have agreed to receive the return and sent you returns documentation to include with the product.
- There is no drop off service available.
- In some cases packaging can become damaged during shipment. We will not offer refunds or exchanges for damaged packaging unless the product itself has been damaged.