Product Damage Report Policy
This policy explains the steps to take if your order from Wet Wall Works arrives damaged.
Reporting Deadline – Within 72 Hours
All damages must be reported within 72 hours of delivery.
Reports submitted after this timeframe will be treated as full acceptance of the goods and will void any claims for damage or missing items.
Information Required When Reporting Damage
Please respond to your order confirmation or email websales@wetwallworks.co.uk with the following details:
Your order number.
A clear description of the damage.
Photographs clearly showing the issue.
Confirmation that the goods remain in their original packaging and have not been installed.
What Happens After You Report the Damage
We will review your claim and may request further images or information.
If your claim is approved, we will arrange either a partial refund or a free replacement and, where possible, collection of the damaged item prior to dispatching replacements. Items that have been installed are considered accepted and are no longer eligible for return or replacement. Always inspect products before fitting.
Refunds
All refunds will be processed using the same payment method as the original order, which will take up to five working days to reach your account.
What Happens If We Are Out Of Stock?
If we can order the items from a supplier/manufacturer we will, but please be aware there will be a delay on you receiving the item(s). We will, however, notify you of the date.
If we are at the end of a batch, we will offer you a replacement product and uplift the remaining items from your order.
Packaging & Returns
Damaged items must remain in their original packaging and be stored safely until collection (if applicable).
If you are responsible for returning the item, you must ensure it is packaged and transported securely.
Important Site Storage Disclaimer
We cannot accept responsibility for any damage reported after 72 hours, especially for items stored or handled on building sites. We will deliver to the kerbside; movement of the products from this place is your responsibility, which is why you must notify us of any damages within 72 hours.
All deliveries should be inspected immediately and stored in dry, secure conditions to ensure eligibility for any damage claims.
For more information on our "Returns" procedure, please follow this link.