Our commitment to service

Customer satisfaction is our number one priority: we endeavour to supply brand new and unused items as described on our website, to provide credit card payment facilities that are secure and reliable, to despatch your goods quickly and in a cost-effective way, to provide full warranty against manufacturing defect for one year and to quickly answer any enquiries. All of our items have been carefully designed and developed, a process typically taking 12 to 24 months before being manufactured/assembled in our manufacturing facility in the Far East and checked at every level of production prior to approval and final shipping. We currently have no outstanding customer service issues and are happy to immediately answer any questions or concerns about our products or service.

The price of The Wand Company products

The price for each Product is shown on www.thewandcompany.com and includes V.A.T at 20%.

Prices are quoted on www.thewandcompany.com in UK pounds – outside the UK your credit card company should exchange the amount charged to the currency of your country at the current rate but please note that this rate will be the rate on the day that the transaction is completed by your credit card company and in some cases this can be a few days after you have “bought” the Product. In some cases the exchange rate between UK pounds and your currency may have changed and the amount you are actually billed in your currency might be slightly different than the exchanged rate price in your currency on the day of purchase. The Wand Company has no control over the fluctuation of exchange rates and can not be responsible for changes in local price as a result of exchange rate differences.

Non-EU customers are responsible for Import Duty/Tax in their respective countries. Unfortunately we cannot advise you what these costs will be – please consult your local customs office for more information.

Payment

You must pay for your purchase before it is delivered. If your delivery address is outside the UK you must pay by credit or debit card.

Orders will be processed online and we aim to debit money from your account within one working day after receiving your order. Although for international purchases that can not be guaranteed.

To ensure that shopping online is secure, your credit/debit card details will be encrypted using a secure payment process to minimise the possibility of someone being able to read them as they are sent over the internet.

Your credit card company may also do security checks to confirm it is you making the Purchase, and The Wand Company is has chosen to opt in to the 3D-Secure scheme known as either “Verified by Visa” or “Mastercard Secure Code”, and the Wand Company urges you to use this facility to ensure at all times that your card is not being used fraudulently.

Delivery

The Wand Company delivers to destinations inside and outside the UK.

Packing and delivery within the UK is free.

International packing and delivery is charged at a flat fee of £10.

Delivery outside the EU may be subject to local import taxes, which are your responsibility where they apply. Unfortunately we cannot advise you what these charges will be and The Wand Company is not responsible for them.

The Wand Company ships all its products using a priority, signed for service. In the UK this service typically takes between 1 and 3 days. Internationally the service takes between 3 and 7 days (although depending on where you live it might take longer). It is our aim to make sure that purchases made before 12 o’clock, midday (UK time) will be shipped on the same (working) day. Purchases made after 12 o’clock, midday will be shipped the following day or the next working day if the purchase was made on Saturday or Sunday or on a public holiday in the Uk. Every effort will be made to ship your Product as soon as the order arrives so that you get it quickly, however The Wand Company does not warrant the exact delivery transit time, nor will The Wand Company be held responsible for any loss caused by delayed shipping or the late delivery of the Products.

Orders are despatched either by Royal Mail (1st Class) signed for service or by other priority airmail, signed for service. We use a signed for service that requires a signature to make sure that your wand does not go missing on its way to you. Depending on where you live, your postal service may only deliver at certain times, so because a signature is required for delivery to take place, please specify an address where someone will be able to sign for your package during the normal working hours of your local postal service.

If the Products are not delivered within the estimated delivery time which we quote, please contact us by telephone or email and we will try and ensure that you receive your purchase as quickly as possible, or if you wish you may cancel your purchase and we will refund the money you have paid, once it has been confirmed that the Products have been lost in transit. Please note that while items sent by Royal Mail usually arrive within 1-3 days, Royal Mail stipulate that only items still not delivered after 15 working days can be officially classified as lost, longer if it has been shipped internationally.

Please purchase your Products from The Wand Company with enough time to prevent any loss or disappointment resulting from the delivery time as The Wand Company cannot be responsible for this. This does not affect your statutory rights as a consumer.

Copyright and Trade Marks

The Wand Company does not give you any right or interest in any copyright or intellectual property rights in any Product nor the right to copy them.

The copyright in The Wand Company and the content of all the software, web site and pages relating to the www.thewandcompany.com web site is owned by, or licensed to The Wand Company, unless otherwise specified and may not be used, copied or altered without our express consent.

Copyright extends to the design, look and feel of www.thewandcompany.com; all photographs and marketing materials; the look of the products, accessories and their respective packaging.

You may use any graphics and content images of www.thewandcompany.com for private and personal, non-commercial use.

You may use or reproduce the images on The Wand Company website on your own website or in your own publication provided it is clear to the reader that you are not The Wand Company, that you are not affiliated with the Wand Company in any way, and that you don’t represent The Wand Company, and provided that you provide a clear link to The Wand Company website near to or clearly associated with The Wand Company graphic content that you are using. The Wand Company, www.thewandcompany.com and our logos are trade names or trademarks of The Wand Company and may not be used by anyone else without our express permission. We are in the process of applying for a registered trademark in the name “The Wand Company” and we are also the owners of unregistered trade mark rights in them.

www.thewandcompany.com provides you an opportunity to communicate with The Wand Company. Please be aware that any communication, whether it be suggestions, ideas, graphics or other material, sent to The Wand Company electronically, by word or by post or any other means will be treated as non-confidential and non-proprietary. Anything you submit, transmit or post becomes the property of The Wand Company and The Wand Company is free to use, without being limited thereto, any ideas, concepts, suggestions, graphics, photography, or know-how contained in any communication for any purpose whatsoever, whether commercial or non commercial, without payment of any compensation to you.

Privacy and Data Policy

The Wand Company makes a commitment to protecting your privacy and promises only to use information collected about you in accordance with our Privacy Policy.

Returns

We believe that you will be delighted with your Wand Company Product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible and these terms do not affect your statutory rights.

All Wand Company products are fully guaranteed against manufacturing defects for 12 months from date of purchase from this website or one of our approved resellers, if you experience a problem then please email us and we will endeavour to solve the problem as quickly as possible

We will try to attend to all returns as soon as practically possible.

Please note that Product returns are not able to be accepted in person at our office address.

We do not replace Products that have been damaged through misuse or accident.

Unwanted Products

Our policy is to ensure that you are satisfied every time you purchase a Product from The Wand Company. If you are unhappy with your Product when you receive it or if you simply change your mind please return it to us within 30 days, with the despatch note, having taken all reasonable care of it so that it is undamaged and in an unused state complete with packaging and all components, and we will refund you the price you paid for that Product (excluding any postage and packing costs which we have incurred). In the case of free UK shipping we will deduct a shipping, handling and restocking charge of £6.95 for all Products returned in this way.

We will make the refund directly to the credit/charge card used to place the original order within 30 days or earlier, once we have inspected the returned item and are satisfied that it has been returned to us in the condition it was in when delivered to you.

You will have to pay for the return postage of the Product or Products.

This does not affect your statutory rights.

Faulty Products

We try to make sure that our Products pass through a rigorous quality control process and are packaged and shipped securely to make sure that they arrive in good condition. However, if a Product arrives damaged or with defects, we will replace it free of charge or provide a full refund as appropriate, if you return the Product to us at the postal address below within 30 days of receipt.

In these circumstances we will also pay you the cost of the return postage. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.
You will have to pay for the return postage of the Product or Products and we will reimburse you via Paypal or if you live in the UK via direct transfer to your bank account.

For help with items later than 30 days after your initial purchase please email us for more information.
This does not affect your statutory rights.

Returning Unwanted or Faulty Products

Contact us via email support@thewandcompany.com to inform us of your wish to return Products.

We will allocate you with a Returns Code which should be included in the address on the package as specified by us in our reply to you to improve processing of your return.

We may also advise you how to send the item back to us. Occasionally items may have to be picked up by a courier service. Otherwise, please use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) and return to:

The Wand Company Customer Returns
PO Box 11074
Dunmow
CM6 9BR
United Kingdom

You will be responsible for the returned Products until they reach us.

Unwanted Products – European Distance Selling Regulations (DSRs)

By law, consumers in the European Union have the right to cancel a contract for the purchase of an item within seven working days of the day after receipt of the order. If you wish to cancel your order under the DSRs we ask you to please notify our Customer Service team quoting your name and order number: by email at support@thewandcompany.com, or by post to our Head Office address. We will then arrange for you to be refunded accordingly. Where you are cancelling your order within this cooling-off period we will refund the cost of the item and the cost of sending the item to you as follows:
a) where you are returning an item that was part of a larger order, we will refund any specific delivery charges that you incurred for that item over and above our Standard Delivery rate.
b) where you are returning your entire order, we will refund the Standard Delivery charge incurred.
c) where we collect an item from you, we reserve the right to recover the costs of collection from you.
d) where you post us the Product, you will be responsible for the return postage.
e) we will NOT refund the cost of any gift-wrapping, your costs in returning the item to us and other services provided to you in connection with your purchase (e.g. Express Delivery, where offered) UNLESS you are returning the item to us because of an error on our part (or because it is defective) under our 30-day Money-back Policy above.

The Wand Company Responsibilities

The Wand Company has tried to make the descriptions (including all pictures) of the Products as accurate as possible but you should check any dimensions stated on TheWandCompany.com or contact us for exact sizes.

Due to the nature of technical development, some aspects of the Product may differ slightly from the Product shown in the photographs. While as accurate as possible, the images shown on www.thewandcompany.com are only meant to be illustrative of the Products being offered for sale.

The Wand Company shall insure purchased Products at their retail value whilst being delivered to you. Please check the delivered Products as soon as possible on receipt as we will not cover any subsequent loss or destruction.

The Wand Company will provide its services with reasonable skill and care but does not give any guarantees, warranties or representations in respect of any other person’s services.

Because of the nature of the Internet, The Wand Company provides and maintains www.thewandcompany.com on an “as is”, “as available” basis and makes no promise that use of www.thewandcompany.com will be uninterrupted or entirely error free. We are not responsible to you if we are unable to provide our Internet services for any reason beyond our control.

Our website may contain links to other websites which are not under the control of and are not maintained by us. These links, where they are provided are for your convenience only and we are not responsible for the content of those sites.

Except as provided above we can give no other warranties, conditions or other terms, express or implied, statutory or otherwise and all such terms are hereby excluded to the maximum extent permitted by law.
You will be responsible for any breach of these terms by you and if you use www.thewandcompany.com in breach of these terms you will be liable to and will reimburse The Wand Company for any loss or damage caused as a result.

These terms above shall not limit any rights you might have as a consumer that may not be excluded under applicable law nor shall they exclude or limit The Wand Company’s liability for death or personal injury resulting.

The Wand Company will not be liable in any amount for failure to perform any obligation under this agreement if such failure is caused by the occurrence of any unforeseen event beyond its reasonable control including without limitation Internet outages, communications outages, fire, flood, war or act of God.

The Wand Company shall have no liability for injury or harm caused by dangerous or unsafe or incorrect use of any Wand Company Products or their component parts. At all times Wand Company Products should be used carefully and with respect for other people’s safety.

The Wand Products are not toys and should not be used for any other purpose than for that which they are designed. While every reasonable step has been taken to assure us that the Products we manufacture are sound and comply with all statutory regulations, The Wand Company does not warrant that the Wand remote control will work with every piece of home domestic equipment, nor does it warrant that the use of the wand remote will not damage or cause incorrect operation of said equipment.

These terms do not affect your statutory rights as a consumer which are available to you.

Subject as aforesaid, to the maximum extent permitted by law, The Wand Company excludes liability for any loss or damage of any kind howsoever arising, including without limitation any direct, indirect or consequential loss whether or not such arises out of any problem you notify to The Wand Company and The Wand Company shall have no liability to pay any money by way of compensation, including without limitation all liability in relation to:
a) any incorrect or inaccurate information on www.thewandcompany.com;
b) any interruptions to or delays in updating www.thewandcompany.com;
c)the infringement by any person of any Intellectual Property Rights of any third party caused by their use of www.thewandcompany.com or any Product purchased through www.thewandcompany.com;
d) any loss or damage resulting from your use or the inability to use the www.thewandcompany.com web site or resulting from unauthorised access to, or alteration of your transmissions or data in circumstances which are beyond our control;
e) any loss of profit, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong;
f) any amount or kind of loss or damage due to viruses or other malicious software that may infect a user’s computer equipment, software, data or other property caused by persons accessing, using or downloading thewandcompany.com, or from transmissions via emails or attachments received from The Wand Company or its licensees and affiliates;
g) the availability, quality, content or nature of the other sites on the Internet that are owned and operated by third parties (“External Sites”) to which thewandcompany.com link and web sites located on or through any External Site nor for any transactions involving External Sites (including as to ‘cookies’, personal data, confidential information, or purchases of domain names or other services). You should contact the site administrator or webmaster for those External Sites if you have any concerns regarding such links, web site or transactions; representations, warranties, conditions and other terms which but for this notice would have effect.

General

The Wand Company may change or withdraw any part of www.thewandcompany.com, or may refuse you access to the web site at any time if we consider it necessary.

The Wand Company may also terminate this Agreement and immediately remove, cancel or suspend access to and use of www.thewandcompany.com upon breach of any part of these Terms whatsoever.
Termination shall be without prejudice to The Wand Company’s other rights.

The Wand Company acts as principal on its own account and not as agent for you or any other person.
If The Wand Company does not enforce any provision of this agreement such will not be considered a continuing waiver.

In the event that any part of these Terms is held to be unenforceable, such part will at The Wand Company’s option be construed as far as possible to reflect the parties’ intentions and the remainder of the provisions will remain in full force and effect.

These Terms constitute the full agreement between you and The Wand Company and may only be amended in writing. They apply to the exclusion of all other terms or conditions of contract proposed.

Since we are principally aiming www.thewandcompany.com at the UK, EU and US market, we cannot guarantee that it and the Products we sell, accords with local laws of any other countries (though we will try to make sure they do).

Use of The Wand Company and these terms are subject to the laws of England and the jurisdiction of the English Courts.

Contacting Us

If you have a problem with any of our products, whether you have purchased them from us or not, then we would like to help you. We are a small team and our time is very valuable, so before contacting us, we would ask that if you have a question about one of our products or are having trouble, you first have a look at the FAQs for that product to see if you can find the answer there. The FAQs for each product can be found at the bottom of each product’s webpage.

If you can’t find the information you require there, then ideally contact us through the contact form on our contact page. If you would like any other information about a Product, guidance using a Product, or if you would just like to provide us with feedback on our service, please email us at: support@thewandcompany.com. However, you can also contact us by post at The Wand Company, PO Box 11074, Dunmow, CM6 9BR, United Kingdom.

The Wand Company Limited
www.thewandcompany.com
Registered in England and Wales no: 06835090
Registered office: 820 The Crescent, Colchester, CO4 9YQ, United Kingdom.
VAT no: GB 947 8447 67
Data Protection no: Z990081X