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Wowcher is an online marketplace, like Groupon, but only in the UK and Ireland instead of around the world. They sell vouchers called “Wowchers” which customers can purchase and then redeem against products or experiences. This can be directly through Wowcher or by making arrangements with a third party merchant. Their appeal is the opportunity to take advantage of discounts and exclusive deals. However, like all online purchases, there is a risk of service failures and disappointment. You might change your mind about a Wowcher, or be unhappy with a product or experience from a redeemed Wowcher. Read this guide to learn how Wowcher returns work if you want a refund.
Wowcher Returns Policy
When you purchase a Wowcher, you have 14 days to cancel it for a full refund. You can only do this if you have not yet redeemed the Wowcher for either another voucher or a product. To cancel an order and request a refund, see the section below. The voucher will have a set expiry date which you should be aware of at the time of purchase. You will have until this date to either redeem or cancel the voucher. After this date, you will not be able to use it or recover its value if you fail to do either. The same conditions apply for products supplied directly by Wowcher. If you wish to return an item you received by post, then you must contact Wowcher to notify them. You will be responsible for the cost of returning the item, even if Wowcher has to arrange a collection for you. The only exception is if you are returning the product because it is faulty. If you are cancelling a package holiday, you can do so at any time by contacting the package organizer. However, you will be subject to the organizer’s cancellation charges and policy.
To cancel your Wowcher, log into your account and submit a general enquiry form. Select “I would like to request a refund” from the drop-down list of topics. Wowcher requests a clear statement of intent to cancel from the account holder in writing. You can notify Wowcher using the contact form or send a cancellation letter. Snail mail would be much too slow, but you can send this via e-mail to email@example.com. Wowcher offers a model cancellation form:
To: Wowcher Limited, Wowcher Towers, 12-27 Swan Yard, London, N1 1SD
I hereby give notice that I cancel my/our contract of sale of the following goods,
Ordered on [*] /received on [*]
Names of consumer,
Address of consumer,
Date[*] Delete as appropriate
As long as it is within 14 days of purchase, you do not need to provide a reason for cancelling. You will not be able to cancel orders for customized products or perishable goods, even within 14 days. If you are not happy with the quality of a product, then contact Wowcher to request a repair, exchange, or refund. This only applies to products supplied by Wowcher. When you redeem a Wowcher with a merchant, you must contact them to discuss returns.
Wowcher Refunds and Wowcher Credit
When you cancel a voucher, you must specify the manner that you want Wowcher to refund you. In their terms and conditions, it states that you can get the refund in cash to your original payment method. The other option is to get the refund in the form of Wowcher credits in your “Wallet” on the website. You can then redeem these against other deals before the credits expire. Obviously, when you are not happy with Wowcher, you are not likely to want to order again. Therefore, you need to request a refund in cash to avoid receiving unwanted Wowcher credits instead. When you pay for an order with Wowcher credits, then cancel, you will lose the credits. Wowcher will not give credits back once you spend them. If you redeem a Wowcher by purchasing a product from a merchant or organizing a package holiday, then you have to contact them regarding their refund policy. Your contract is with them and not Wowcher.
How to Contact Wowcher About Returns
You can cancel a contract with Wowcher in the ways above. If you need to get in touch with a merchant or package organizer instead, their contact details will be included with your Wowcher. You can attempt to contact Wowcher for assistance if the merchant fails to respond or refuses to help you. Wowcher will liaise between you and to try to help you reach a resolution. Besides e-mail, you can try calling Wowcher customer services on the number above, or making a public complaint on social media. Only include your order number in private messages when you contact Wowcher on Facebook or Twitter. There is also a Live Chat feature available on the Wowcher website. Support is only available during business hours on weekdays. You can try using an independent complaints platform such as Resolver if you are having trouble with getting a refund from Wowcher. Or you can seek help from Citizens Advice.