Refund policy
Returns & Refunds
We want you to be happy with your WakeShop order. If something isn't right, please get in touch and we'll help.
Changing your mind
If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, contact us within 14 days of receiving your order and clearly tell us that you wish to cancel.
Once you've notified us, you have a further 14 days to return the goods.
Items should be returned in a condition consistent with the reasonable handling needed to inspect them. You may handle and inspect an item as you would reasonably be able to in a shop. We may make a deduction from your refund if the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functionality.
Return postage
Unless an item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it to us.
We recommend using a tracked and appropriately insured delivery service, particularly for higher-value equipment.
Refunds
Once your return has been received, we will inspect it and process any refund due. Refunds will normally be made to your original payment method.
Where you exercise your statutory right to cancel the whole order, we will also refund the standard outbound delivery charge you paid, if applicable. If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above our standard delivery charge.
Refunds will be made within the applicable legal time limits and, for cancelled orders, normally no later than 14 days after we receive the returned goods or evidence that they have been sent back, where applicable.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Please include your order number and, where helpful, photographs showing the issue so we can resolve it quickly.
Where goods are faulty, not as described or otherwise fail to meet your statutory rights, we will provide the appropriate remedy in accordance with UK consumer law. This may include a refund, repair or replacement depending on the circumstances.
We will cover reasonable return costs where goods are faulty, damaged, incorrect or not as described.
Sale items
Sale and discounted products have the same statutory consumer rights as full-price products.
Exceptions
Certain goods may be excluded from change-of-mind cancellation rights where permitted by law, including personalised or custom-made products and certain sealed goods where a statutory hygiene exception applies once the seal has been broken.
This does not affect your rights where an item is faulty, damaged, incorrect or not as described.
Exchanges
If you need a different size or product, contact us and we'll help where possible. Depending on stock availability, we may ask you to return the original item and place a new order.
Contact us
To request a return, report a problem or ask a question about your order, contact WakeShop at:
Email: grant@wakeshop.co.uk
Please include your order number so we can help you as quickly as possible.
Your statutory rights
Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.