Returns Policy

Last updated: August 27, 2025

Important Notice - Our Role

WE LOVE COMPARE LTD operates as a product comparison platform and affiliate service. We do not sell products directly, handle inventory, or process product transactions. All purchases are made directly with third-party merchants through their own websites and platforms.

This refund policy applies only to any paid services we may offer directly, such as premium accounts or subscription services. For product purchases made through merchant links, you must refer to the individual merchant's refund and return policies.

Product Purchases - Third Party Responsibility

Delivery

We do not handle product delivery as we are not the seller. When you click through to a merchant's website:

  • Delivery options, costs, and timeframes are determined by the individual merchant
  • Each merchant offers different delivery methods including express, standard, economy, and click & collect options
  • Delivery information and costs are displayed on the merchant's website before checkout
  • We recommend reviewing all delivery terms before completing your purchase

Returns and Refunds for Products

Product returns and refunds are handled entirely by the merchant from whom you purchased:

  • Faulty or Misrepresented Items: You have the right to return items that are damaged, defective, or don't match the merchant's description, regardless of their return policy
  • Change of Mind: Return options for unwanted items depend on the individual merchant's return policy - some accept returns, others may not
  • Return Costs: Merchants typically cover return postage for faulty items, while customers may pay for change-of-mind returns
  • Consumer Rights: UK consumers have statutory rights under the Consumer Rights Act 2015, including 30-day return periods for faulty goods
  • Processing Time: Refund processing times vary by merchant and payment method, typically 3-30 working days

Items with Special Return Conditions

Many merchants have specific policies for certain product categories:

  • Personalized and custom-made items (often non-returnable unless faulty)
  • Perishable goods and food items
  • Digital downloads and software (non-returnable once accessed)
  • Health and personal care items
  • Newspapers, magazines, and periodicals

Our Direct Services

Premium Account Services

If we offer premium account features or subscription services:

  • Cancellation: You may cancel premium services at any time through your account settings
  • Refund Period: We offer a 14-day refund period for premium services from the date of purchase
  • Unused Portion: For annual subscriptions cancelled after 14 days, we do not provide refunds for unused portions
  • Technical Issues: If technical problems prevent you from using our premium services, we may offer refunds or service credits

Refund Process for Our Services

To request a refund for our direct services:

  • Contact us through our website support system within the refund period
  • Provide your account details and reason for the refund request
  • We will process legitimate refund requests within 5-10 working days
  • Refunds are issued to the original payment method used for purchase

Non-Refundable Services

The following services are generally non-refundable:

  • One-time consultation or advisory services that have been delivered
  • Custom reports or research that have been completed and delivered
  • Services used beyond the 14-day refund period
  • Accounts terminated for violation of our Terms of Service

Dispute Resolution for Product Issues

If You Have Problems with a Product Purchase

  1. Contact the Merchant First: Always start by contacting the merchant's customer service directly
  2. Check Merchant Policies: Review the merchant's terms of service and return policy
  3. Payment Method Protection: Contact your bank, credit card company, or payment provider if the merchant is unresponsive
  4. Consumer Protection: Use consumer protection services or ombudsman schemes where applicable
  5. Legal Rights: Seek legal advice for significant issues or substantial financial losses

How We Can Assist

While we cannot process product refunds, we can:

  • Provide merchant contact information if you're having difficulty reaching them
  • Offer guidance on consumer rights and dispute resolution options
  • Remove merchants from our platform if we receive multiple complaints about poor service
  • Report serious issues to relevant authorities where appropriate

Payment Methods and Processing

For Our Services

When you pay for our direct services:

  • We accept major credit and debit cards through secure payment processors
  • All payments are processed in British Pounds (GBP)
  • Refunds are issued to the same payment method used for the original purchase
  • Card refunds may take 3-10 working days to appear on your statement

For Product Purchases

Product purchase payments are processed entirely by the merchant:

  • Payment methods vary by merchant (cards, PayPal, digital wallets, etc.)
  • Currency and processing times depend on the merchant's systems
  • Refund methods and timeframes are determined by merchant policies
  • We have no access to or control over merchant payment processing

Exceptional Circumstances

Technical Issues

If technical problems with our platform prevent you from:

  • Accessing paid premium features
  • Receiving services you have purchased from us
  • Using our platform for an extended period

We may offer service credits, extended access periods, or refunds at our discretion.

Merchant Issues

If a merchant we feature:

  • Ceases trading or becomes insolvent
  • Is found to be fraudulent or operating illegally
  • Consistently fails to honor legitimate refund requests

We will remove them from our platform and provide assistance in connecting affected users with appropriate authorities or consumer protection services.

Contact Information

For refund requests related to our direct services or questions about this policy:

WE LOVE COMPARE LTD
3rd Floor, 86-90 Paul Street
London, England, EC2A 4NE
United Kingdom

Contact us through our website support system or designated customer service channels. Please include:

  • Your account details or purchase reference
  • Clear description of the issue
  • Any relevant supporting documentation
  • Your preferred resolution

We aim to respond to all refund requests within 48 hours and resolve them within 10 working days where possible.