Return Policy
Thanks for purchasing our products at Weilai Concept.
For any items to be eligible for a refund, you have to return the item you have purchased from us within 14 calendar days of the purchase and we will process the refund to by the same method as your original payment.
We work very hard to ensure that your beautiful new furniture reaches you in perfect condition, if for any reason you find any items damaged please complete the online Damaged Item Form or Contact Us immediately.
If anything is unclear or you have more questions feel free to contact our customer support team.
- The sofa must be returned in the same condition it was delivered, using the original packaging*
- If you no longer have the original boxes, there will be a £90 charge for repacking
- Excludes international shipments
Returning Faulty Or Damaged Item
- Damaged items can't be returned after 14 days of receipt of goods.
- We must be notified of any items that arrive damaged within 48hrs of receipt of goods. （** Please remember to retain the original packaging! If the item is damaged, the packaging is considered as evidence in a claim. ）
Actual photos of damage must be emailed to info@weilaiconcept.com immediately after receipt of order.
- You may be required to supply photographs of any damaged items you cab send these to us via email as part of returns process
- Do not begin returns process until you have informed us of any damaged items
- As a resolution, we will either provide you with a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your refund.
Weilai concept reserves the right to request the return of the defective unit before sending a replacement. Defective unit must be properly packaged.
Due to the logistics involved, reported problems from EU countries wIll be dealt with financial reimbursement. We do not collect any return items. We either a) send replacement parts or b) pay compensation for items damaged or missing.
Returning An Unwanted Item
- Unwanted items can’t be returned after 14 days of receipt of goods.
- If you are returning an unwanted item it must not be damaged or marked.
We allow you 14 days from date of delivery for you to inspect your goods to make sure that they are what you want. If you are not sure you are going to keep your item(s), all we ask is that you leave all tags, mattress packaging etc intact; only remove these items once you are sure you are keeping your items.
- You will be required to arrange a courier to send your parcel back to us. We recommend using a recorded mail service for sending any parcels.
- Unwanted items returned to us our done so at your own expense
- If your order is customized ( includes but nor limited to customized colour, fabric & chaise of the sofa ), return is not accepted at the moment. Hope you can understand.
- All products in 'Clearance' and 'Ready-to-go Sofa' sections are in clearance sale. They can not be returned or refunded as an 'unwanted item' after delivering.
- If you need us to arrange the return for you, feel free to contact us by email. You will need to pay the return or collection costs. You will pay 1 return or collection cost based on the subtotal value of the products you are returning as per the below table.
| Product price(original price) | Return/collection cost |
|---|---|
| £0 - 49.99 | £5 |
| £50 - £199.99 | £15 |
| £200 - £499 | £49 |
| £500 - £798.99 | £79 |
| £799 or 1599 | £129 |
| £1599 or more | £169 |
- Items that are made-to-order, custom made or made in customers own material (COM) can not be returned, exchanged or refunded. Deposits are non-refundable.
- All the orders to Northern Ireland and EU, we do not accept any return at the moment due to the distance. Please make sure you are aware of this before making an order.
- Color issues are normal due to different devices. Thus, it will also be considered as a return of unwanted product if you decide to return it.
- We do not accept return from Isle of Wight and Isle of Man. Please make sure you are ok with this before placing an order.
Return Steps
- Authorise your return through the Weilai Concept - Wrap the item in the original packaging clearly marking your return number on a separate sheet. As part of returns process you can download a return form. Do not mark your original packaging - Send the item back to our depot - Once our depot receives your return we will begin processing - Your refund can take up to 14 working days from date of us receiving your order
What if I want to cancel it before it arrives?
- Simply contact us by info@weilaiconcept.com and we will assist you with your cancellation. All product cancelled after comfirmation will be charged 10% of the order amount. (including the situation of force majeure, such as delays on International shipping).
- You can exchange anything on your order before delivery. The exchange fee will be charged according to the product size and quantity. Please contact us by info@weilaiconcept.com at least 5 working days before your delivery date.
- If you need to cancel your order before delivery for any reason, please let us know at least 5 working days before your delivery date.
- If you need to cancel your order for a customized product before it arrives due to some force majeure (such as earthquakes, natural disasters, wars, national policies and shipping delay), 10% of the order amount will be charged as cancellation fee.
| Late Exchange | Late Exchange | |
| First Item | Subsequent Items | |
| Small items | £10 | £5 |
|
Medium items
|
£25 |
£20 |
|
Large items
|
£50 | £35 |
- In cases where a customer requests a delayed delivery for an in-stock item but later cancels the order before it's dispatched, any associated banking and credit card fees may be deducted from the payment.
What if the item is damaged when it arrives or you are sent the wrong item?
- If something’s gone wrong with an item you’ve bought, you may be entitled to a refund, repair or replacement.
How long will my refund take?
- For security reasons we can only make refunds to the original payment method you used to place your order. It usually takes about 7-14 working days to reach your account. Please contact us if you have not received your refund.
- We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund.
- Collection charge and pacakge fee may apply on your refund.
More questions?
If you have any questions concerning our return policy, please contact us at: info@weilaiconcept.com
About Clearance Product
We do not accept any return for clearance products. Please make sure you acknowledge this before ordering.
About Rejected Delivery
If you reject a delivery for any reason, you will need pay a collection fee, which is the same the collection cost above.
Can I change my existing order?
Once you've placed an order, you won’t be able to make changes to what you have ordered if it is a made-to-order item, but you will be able to change contact and delivery details through your My order page.
Damager/faulty MADE-TO-ORDER item- Unpack and inspect your purchases immediately upon receipt as no claim for replacement due to delivery damage or defect cannot be made after three days.
- Any claim regarding a damaged or defective item must be made at once by email with photographic evidence.
- Whenever a Made-to-Order product is returned by a client, it must be adequately packed in the original packaging to prevent further damage.