Refund Policy
REFUND POLICY
WINTHELUXE LTD, Refunds & cancellations
1. Entry Fees Are Non-Refundable
By purchasing an Entry Ticket for a WINTHELUXE competition, you are paying to attempt the Skill Question and, if answered correctly, to be entered into the draw. The Entry Fee is consideration for that right, not for the Prize itself.
Entry Fees are therefore non-refundable, including in the following circumstances:
- You answered the Skill Question incorrectly.
- You changed your mind after purchase.
- You did not win the draw.
- You missed the Closing Date after starting your entry.
- You entered more tickets than you intended.
This is consistent with clause 6 of our Competition Terms & Conditions.
2. Statutory Exceptions
Nothing in this Policy excludes your statutory rights. You remain entitled to a refund where:
- We cancel a competition before the Draw Date (full refund of Entry Fees paid, see clause 12 of the Competition T&Cs).
- Applicable consumer law (such as the UK Consumer Rights Act 2015) requires us to refund you.
- A payment was taken in error by our payment processor (Stripe). Duplicate or erroneous charges are refunded within 10 business days of verification.
- We confirm, after review, that a technical fault on our Website caused your entry to fail while your payment was captured.
3. Competition Cancellation
If WINTHELUXE LTD cancels a competition before the Draw Date (for example, due to force majeure, fraud, regulatory change or supplier failure), all Entrants will receive a full refund of their Entry Fees using the original payment method. Refunds are issued within 14 business days of the cancellation announcement.
Where a competition is modified rather than cancelled, we will either offer a replacement prize of equivalent or greater value, or a refund to Entrants who do not wish to continue.
4. How to Request a Refund
If you believe you are entitled to a refund under sections 2 or 3 above, please email contact@wintheluxe.com with:
- Your full name and the email address on your account;
- The competition name and Entry Ticket number(s);
- A brief description of the circumstances;
- Any supporting evidence (screenshots, error messages, bank statements).
We will acknowledge your request within 3 business days and respond substantively within 14 business days. Refunds approved are processed to the original payment method within a further 10 business days.
5. Chargebacks
Before initiating a chargeback with your card provider, please contact us so we can attempt to resolve the issue directly. Unwarranted chargebacks may result in account suspension and forfeiture of any pending entries, in line with clause 11 of our Competition T&Cs.
6. Contact
WINTHELUXE LTD 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Company number: 17165386 Email: contact@wintheluxe.com
END OF REFUND POLICY