Order Issues & Refunds

In accordance with your statutory rights, we offer a no-quibble 16 day money back guarantee on all unredeemed vouchers (starting from the day after the day on which you receive your voucher) whereby if you originally paid in cash, you can receive a 100% cash refund or 100% Wowcher Wallet Credit/ Deal Credit or, if you paid using Wowcher Wallet/ Deal Credit, you can receive a 100% Wowcher Wallet Credit/ Deal Credit.

You must inform us of your decision to cancel an unredeemed voucher by a clear statement using the below model cancellation form or you may Contact Us

Model cancellation form:

To: Wowcher Limited

I hereby give notice that I cancel my/our contract of sale of the Voucher for the

following goods[*]/for the supply of the following service[*],

With Order number,

Ordered on [*] /received on [*]

Names of consumer,

Address of consumer,

Date

[*] Delete as appropriate

If you have cancelled in accordance with the above then we will refund the amount paid for the voucher in full and to the same method originally used by you to pay for your purchase unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

Please bear in mind that cash refunds could take up to a maximum of 5 working days to process while Wowcher Wallet Credit or Deal Credit is usually applied instantly, subject to qualifications.

Once you have redeemed a voucher with a merchant you have entered into a legally binding contract with that merchant. Therefore, once you have redeemed a voucher, you would need to cancel the merchant contract with the merchant in order to receive a full refund of the price paid for the voucher products from them. You can do this by contacting the relevant merchant at any time within 16 days, beginning on the day after they receive the order, unless you have ordered a non-cancellable product (see section 'What is a non-cancellable product?").

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You can inform the merchant of your decision to cancel the merchant contract by a clear statement or you may use the model cancellation form below or you can go to My Wowchers / My Vouchers and click ‘Need help?’ on the item you are wanting to cancel and use the information provided to contact the merchant. Alternatively, please contact the merchant using the email under 'Merchant Information' on your voucher.

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Model cancellation form:

To: [insert merchant name]

I hereby give notice that I cancel my/our contract of sale for the

following goods[*]/for the supply of the following service[*],

With Order number,

Ordered on [*] /received on [*]

Name of consumer,

Address of consumer,

Date

[*] Delete as appropriate

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If you have any difficulties with contacting the merchant, you may contact us and we will try to assist you.

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You must also return the voucher products to the merchant’s address set out in the Returns Information included in your delivery, in the same condition in which you received them: you must send off the returned voucher products within 14 days of telling the merchant (or us) you wish to end the Merchant Contract.

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If you have not redeemed your voucher with a merchant you are able to exchange it for Wowcher Wallet Credit or Deal Credit at any time prior to the expiry date of the voucher. The Wowcher Wallet Credit or Deal Credit will be to the value of:

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100% of the price paid for the voucher where you redeem it up to 30 days after the date of its issue; or

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50% of the price paid for the voucher where you redeem it over 30 days after the date of its issue.

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You can request Wowcher Wallet Credit here: https://www.wowcher.co.uk/myaccount/credit

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​You can request 5PM credit here: https://www.5pm.co.uk/myaccount/wallet

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If you have already redeemed your voucher with a merchant then you are not able to exchange it. See FAQ "Can I refund / cancel my voucher after I have redeemed it with a merchant?" for your options in that case.

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If your purchase cost £100 or more, your wallet credit will be valid for a minimum of 6 months.

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If your purchase cost less than £100, your wallet credit will be valid for a minimum of 3 months.

Unless the items are faulty, you will not have a right to cancel a contract with the merchant where the product is "non-cancellable". This is usually where the voucher products:

a.has been made or customized specifically for you i.e. a bespoke product; or

b.are products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or

c.become mixed inseparably with other items after their delivery; or

d.are by their nature of limited lifespan or liable to deteriorate or expire rapidly, such as flowers, fresh food and perishable goods; or

e.are for a holiday which has been booked; or

f.are for a ticket for an event on a named day.

Credit Refunds appear instantly in your account, - you can check this here:

https://www.wowcher.co.uk/myaccount/wallet

https://www.thingstodo.co.uk/myaccount/wallet

https://www.5pm.co.uk/myaccount/wallet

Cash Refunds can only be processed back to you via your original method of payment. Cash refunds can take up to 3-5 working days depending on the payment method used. If the five working days have elapsed and no refund has been received, please contact us on our email address: cs@dealhelp.co.uk

If you requested or have been advised you will receive a cheque, this may take up 10 working days.

Expiry dates are made clear on the voucher itself whilst also being shown on the information provided for the deal pre-purchase. You must redeem your voucher prior to the expiry date shown. We do not offer refunds of any kind on expired vouchers.

For physical products if you change your mind within 16 days after the day on which your goods are received, you can return your order to the merchant for a refund. You can also return your item to the merchant if your item is damaged, faulty or not the correct item.

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Please go to My Wowchers / My Vouchers and click ‘Need help?’ on the item you would like to return, and follow the prompts to request a return of your item. If there is no 'Need help?' link, then you will need to contact the merchant directly. The contact information of the merchant is on your voucher under the section "Merchant Information". The merchant will contact us once the item has been returned and inspected, then the merchant will approve the refund. This can take up to 10-14 days. You will be notified via email once your refund has been processed.

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In the event that your goods are unsatisfactory (i.e. faulty, unfit for purpose, or not as described) please note that the merchant is responsible for bearing the return costs.

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For services / digital content, you can request cancellation 16 days after the day your contract is entered into. Please contact to the merchant directly using the guidelines above to do this.

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If your order has been dispatched, we will be unable to offer a refund straight away. Please contact the merchant so they can assist with locating your order. Please go to My Wowchers / My Vouchers and click ‘Need help?’ on the item you are tracking and use the information provided to contact the merchant. Alternatively, please contact the merchant using the email under 'Merchant Information' on your voucher.

Once you have redeemed a voucher with a merchant you have entered into a legally binding contract with that merchant - and not Wowcher - and you are confirming that you would like to receive that product. However, the merchant may be able to cancel it for you. We would advise you to contact the merchant as soon as possible and request the cancellation. If they confirm they have been able to cancel the order, they will contact us to issue your refund, which we shall process in line with the above section 'Can I refund/cancel my voucher?'. Please go to My Wowchers / My Vouchers and click ‘Need help?’ on the item you are wanting to cancel and use the information provided to contact the merchant. Alternatively, please contact the merchant using the email under 'Merchant Information' on your voucher.

Yes, you can receive a refund however you will need to send us confirmation that the booking has been cancelled before a refund can be issued, which we shall process in line with the above section 'Can I refund/cancel my voucher?'. You can obtain this from the merchant. To contact the merchant please go to My Wowchers / My Vouchers and click ‘Need help?’ on the voucher you need assistance with and use the information provided to contact the merchant. Alternatively, please contact the merchant using the email under 'Merchant Information' on your voucher.

If you’re not completely happy with a product or service that you receive whether from ourselves or a merchant, we’d like to hear about it so where appropriate we can do something to put it right.

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We do everything we can to make sure our customers get the best products and service possible. However, sometimes things may not be right the first time. When that happens, we want you to tell us what went wrong so where appropriate we can try put matters right.

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We want to:

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- Make it easy for you to tell us what went wrong;

- Give your complaint the attention it deserves;

- Resolve your complaint fairly without delay; and

- Make sure you are satisfied with how your complaint was resolved.

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If your complaint is about the merchant, please contact the merchant directly. To do this please go to My Wowchers / My Vouchers and click ‘Need help?’ on the voucher you need assistance with and use the information provided to contact the merchant.

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If you have a complaint about Wowcher, or about a merchant that you haven’t been able to sort out with them directly, please get in touch with us on WhatsApp using the link below.

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https://wa.me/447350403901

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If you have any questions, need support, or want more information, feel free to email us at cs@dealhelp.co.uk.

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Please note that due to an ongoing Microsoft outage, our email responses may be delayed. We apologise for any inconvenience.

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Wowcher

Pentagon House

Sir Frank Whittle Road

Derby

DE21 4XA

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We will aim to respond to your complaint within 24-48 hours. Please note that a resolution may not be presented at this time as we will need to conduct an investigation.

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