Refund & Return

This Refund and Return Policy sets out the conditions under which refunds, returns, and exchanges are managed by Visionwipe, a trading style and brand owned and operated by WINDSCREEN WIPERS DIRECT LIMITED (“Company”, “we”, “us”, or “our”).

This policy applies exclusively to consumer transactions completed on www.visionwipe.com for customers residing within European countries and territories.

1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)

In full compliance with the UK Consumer Rights Act 2015 and the European Union Consumer Rights Directive (2011/83/EU), retail customers residing in Europe have the legal right to cancel their purchase without specifying any reason.

• Withdrawal Period: You have 14 calendar days from the day on which you (or a third party designated by you, other than the courier) physically take possession of the goods to exercise your right of withdrawal.
• Notification: To initiate a statutory withdrawal, you must submit an explicit written request by contacting our customer support team via email at supervisor@visionwipe.com within the 14-day timeframe.
• Return Address for European Orders: Once your return request under the statutory right of withdrawal is approved, goods must be returned to our official facility:
  • Returns Address: 52 High Street, Pinner, Middlesex, HA5 5PW, United Kingdom
• Condition of Returned Items: Items returned under the statutory cooling-off period must be unused, in their original condition, and packed in original packaging.

2. Damaged, Defective, or Incorrect Items (No Physical Return Required)

We take care to ensure that our windscreen wiper products are prepared properly before dispatch. However, if you receive a product that has sustained physical damage during transit or exhibits manufacturing flaws, you are entitled to immediate remedy under our streamlined claims procedure:

1. Email Notification: Contact us at supervisor@visionwipe.com within a reasonable timeframe after receiving your order, providing your order reference number.
2. Photographic Evidence: Attach clear photographs showing the item’s condition or defect, along with packaging details.
3. Resolution & No Physical Return: Once our customer support team evaluates and confirms the photographic evidence, you will not be required to return the damaged item. We will immediately issue either a full refund or arrange a replacement dispatch at no additional cost to you.

3. Delivery Delays and Non-Receipt Procedures

3.1 Standard Shipping Timelines

We partner with major courier networks—including priority services from DHL, FedEx, and UPS—to service European customer destinations.

• Standard Transit Window: Standard delivery takes 5 to 12 working days following order dispatch.
• Tracking Updates: Automated tracking emails are sent to your designated email address at key transit milestones (order dispatch, arrival at sorting hubs, and local delivery).

3.2 Overdue Deliveries & Investigation Policy

If your package has not arrived after the standard 12 working days transit window:

1. Notify our support team via supervisor@visionwipe.com.
2. We will immediately initiate an official investigation with the carrier (DHL, FedEx, or UPS).
3. Upon conclusion of the carrier investigation, if the package is confirmed as lost, missing, or excessively delayed, we will proceed according to your preference to provide either a full refund or dispatch a free replacement.

4. Refund Processing & Payment Methods

4.1 Refund Execution

All authorized refunds are processed back to the original funding source or payment method used when placing the order on www.visionwipe.com.

4.2 Supported Payment Types

Refunds can be executed across all supported payment mechanisms accepted on our website, including:

• Credit & Debit Cards: Visa, Mastercard, American Express.
• Digital Wallets & Express Checkout: Apple Pay, Google Pay, and supported electronic wallets.

4.3 Refund Timelines

Once a refund is issued on our system, funds typically reflect in your account within 3 to 7 working days, depending on the issuing bank or payment card organization.

5. Return Shipping Costs

• Statutory Withdrawal (Standard Returns): For voluntary cancellations under the 14-day right of withdrawal, the direct costs associated with posting the goods back to our UK return address are the responsibility of the customer.
• Damaged or Incorrect Items: As noted in Section 2, customers are not required to mail back defective or transport-damaged items when clear photographic proof is supplied.

6. Contact Information for Refund & Return Requests

For all queries regarding order cancellations, damaged goods, or tracking investigations, please communicate directly with our customer service department:

• Entity Name: WINDSCREEN WIPERS DIRECT LIMITED
• Trading Brand: Visionwipe
• Official Website: www.visionwipe.com
• Registered Address & Return Destination: 52 High Street, Pinner, Middlesex, HA5 5PW, United Kingdom
• Email Support: supervisor@visionwipe.com
• Telephone Support: +44 1883653277