Refund policy

This Returns & Refunds Policy applies to purchases made from Waverlen at waverlen.com for delivery within the United Kingdom. Waverlen is operated by ALDER PARLOR GROUP LTD, company number 17383142, whose registered office is at 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Nothing in this policy limits your statutory consumer rights.

Changing your mind

You may cancel your purchase without giving a reason by notifying us within 14 days, starting the day after you receive your goods. Where goods from a single order are delivered separately, this period starts the day after you receive the last item.

After notifying us, you must send the goods back without undue delay and within a further 14 days. This is a cancellation period, rather than an invitation to use or wash the towels to test them. We do not offer an extended 30-day or 60-day change-of-mind return period.

How to request a return

Email support@waverlen.com with a clear statement that you wish to cancel or request a return. Please include your order number, or other information that allows us to identify your purchase, and the items concerned. You do not need to give a reason when exercising your right to cancel.

We will provide a prepaid return label and the return destination through our support team. Please use the address on that label and package the goods securely. Our registered office address should not be treated as the designated return destination unless we confirm this.

You do not need our approval to exercise your statutory right to cancel. Your cancellation takes effect when you send a clear cancellation notice within the applicable period. If you have not received your label or return instructions, contact us again promptly; a delay on our part will not invalidate a cancellation notified on time.

Keep your return receipt or other evidence of dispatch until the return has been resolved.

Return postage

Waverlen provides a prepaid return label at no cost for change-of-mind returns notified within the cancellation period. We also cover necessary return costs for goods that are faulty, damaged on arrival, incorrect or not as described.

If you would prefer to arrange your own return service, please contact us first so that we can agree the arrangements and any reimbursement. This does not limit your statutory right to recover reasonable return costs where applicable.

Inspecting and handling your towels

You may open the packaging and inspect the towels as you reasonably could in a shop to establish their nature, characteristics and functioning. Opening a towel or its packaging does not automatically make it ineligible for return on hygiene grounds. Original packaging is helpful but is not a condition of exercising your statutory rights.

For a change-of-mind return, we may deduct an amount reflecting an actual reduction in value caused by handling beyond what is reasonably necessary for inspection. This may include use, washing, staining, damage or persistent odours that reduce the product's value. Any deduction will be assessed individually and explained to you; it is not an automatic penalty or a fixed fee.

We do not charge restocking or cancellation fees. These handling provisions do not remove your rights where a product is faulty or otherwise fails to meet legal requirements.

Faulty, damaged, incorrect or misdescribed goods

If a product arrives damaged, is incorrect, does not match its description or develops a fault, contact support@waverlen.com and describe the issue. Reporting delivery damage promptly helps us investigate, but there is no additional reporting deadline that removes your statutory rights.

We may request reasonable evidence of purchase, photographs of the issue or return of the goods for inspection. An order number is helpful, but other reliable evidence of purchase is acceptable. We do not require an unboxing video. If photographs cannot reasonably show the problem, we will discuss another way to assess it.

Where goods fail to meet the standards required by the Consumer Rights Act 2015, you normally have a short-term right to reject them for a full refund within 30 days, starting the day after delivery. You may instead request a repair or replacement, subject to the applicable legal rules.

After the initial 30-day period, you will normally be entitled to a repair or replacement at no cost. Your choice may be subject to whether the remedy is possible and proportionate. The remedy must be provided within a reasonable time and without significant inconvenience. If it is unavailable, unsuccessful or not provided as required by law, you may be entitled to a price reduction or to reject the goods for a refund.

For the statutory repair, replacement and subsequent remedies, a fault appearing within the first six months is generally presumed to have been present at delivery unless we establish otherwise or that presumption is incompatible with the nature of the goods or fault. After six months, you may need to establish that the goods failed to meet legal requirements when supplied.

Waverlen remains responsible for resolving your claim. You will not be required to pursue our supplier or delivery carrier yourself.

60-day manufacturing defect cover

Waverlen provides cover for manufacturing defects for 60 days from receipt, including the first 14 days. This concerns faults in materials or manufacture; it is not a 60-day satisfaction trial or a right to return goods for any reason.

Contact support@waverlen.com with details of the suspected defect. We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights and the circumstances of the claim. Any necessary return for a covered manufacturing defect will be at our expense.

This cover does not apply to damage caused by misuse, accidental damage, alterations or failure to follow the supplied care instructions, or to ordinary wear and tear. We will assess the cause of the issue rather than reject a claim simply because a towel has been used or washed.

The 60-day period does not replace, shorten or extend the applicable statutory remedies, and is not presented as an exclusive benefit for rights already required by law. Your statutory rights may continue after this period has ended.

Exchanges and sets

We do not offer direct exchanges for a different size or colour. To change your selection, return the original purchase under the applicable cancellation rules and place a separate order for the product you want.

For change-of-mind returns, a set sold as a single product must be returned in full, including all components. We do not offer individual component exchanges or change-of-mind refunds for part of a set.

If a component of a set is faulty, damaged, incorrect or not as described, contact us so that we can arrange the appropriate remedy. The requirement to return a complete set for a change-of-mind return does not restrict your statutory remedies for defective goods.

Sale items, discounts and partial returns

Products purchased in a sale or with a discount have the same statutory consumer rights as full-price products. Refunds reflect the amount actually paid for the returned goods, including the discount allocated to them when the order was placed.

You may return individual products from an order containing separately sold items. The refund will relate to the returned products. We will not retrospectively remove a discount from items you keep or deduct a new delivery charge merely because a partial return takes the retained order below the £74 free standard delivery threshold.

If a complimentary gift was supplied specifically with a product or set that you return in full because you have changed your mind, please include that gift with the return. We will not impose an undisclosed gift charge or use a promotional condition to restrict your statutory rights.

Original delivery charges

If you cancel and return your entire order under your statutory cancellation right, we will refund any standard outbound delivery charge you paid. If you chose a more expensive delivery service, we will refund only the cost of the least expensive standard delivery option available for that order.

If you return only part of an order because you have changed your mind, an original delivery charge that would have applied equally to the items you keep will not be refunded. Any delivery amount attributable solely to the cancelled items will be refunded.

Where goods are rejected because they are faulty, damaged, incorrect or not as described, we will also refund applicable outbound delivery charges as required by law. No return postage charge will be deducted for resolving those issues.

Refund timing and payment method

For a change-of-mind cancellation involving goods already delivered, we will refund you without undue delay and no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever is earlier. We may withhold the refund until one of those events occurs, unless we have offered to collect the goods.

If you cancel before dispatch and no goods need to be returned, we will refund you without undue delay and within 14 days of your cancellation notice.

For a statutory refund following rejection of faulty or otherwise non-conforming goods, we will refund you without undue delay and within 14 days of agreeing that you are entitled to the refund.

Refunds will be made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit. Your payment provider may take additional time to display the refund after it has been issued.

Cancelling or correcting an order before dispatch

Contact orders@waverlen.com as soon as possible to request cancellation or correct an order. We will try to make requested changes before dispatch, but cannot guarantee that a correction can be made once fulfilment has begun. If your order has already been dispatched, you may still exercise your applicable cancellation and return rights.

Contact and optional cancellation wording

For returns, refunds and product concerns, email support@waverlen.com. Our support team operates Monday to Friday during UK business hours. Cancellation notices sent outside those hours are not postponed until the next working day.

You may use the following wording to cancel, but it is not compulsory: “To ALDER PARLOR GROUP LTD, trading as Waverlen, at support@waverlen.com, registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. I hereby give notice that I cancel my contract for the following goods: [goods]. Ordered on: [date]. Received on: [date]. Consumer's name: [name]. Consumer's address: [address]. Date: [date].” If you send this notice on paper, please also sign it.