Product Damage Report Policy
This policy explains the steps to take if your order from Wet Wall Works arrives damaged. Nothing in this policy affects the your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.
Reporting Deadline – Within 72 Hours
All damages must be reported within 72 hours of delivery by replying to your order confirmation.
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.
Where goods are confirmed to have been damaged in transit or are defective upon delivery, we reserves the right, at its sole discretion and in accordance with the Consumer Rights Act 2015, to remedy the issue by supplying replacement goods or replacement components before any refund or price reduction is considered. Items that have been installed or cut are considered accepted and are no longer eligible for return, partial refund, 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 in 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 flat in dry, secure conditions to ensure eligibility for any damage claims.
For more information on our "Returns" procedure, please follow this link.