We offer a 28-day return policy on panels, flooring, and trims purchased online when delivered to you and 14 days when you choose to click and collect from one of our brick-and-mortar stores.
The customer is responsible for returning the product(s) and collection(s) at their own expense in their original packaging, unopened, with all carriage and transport costs being payable by the customer. We only accept the responsibility of your return(s) once they are in our warehouse and checked by our Quality Control Manager.
To start a returns process, please email returns@wetwallworks.co.uk with your order number and items being returned, and once you have received your authorisation code, send your product(s) to:
Wet Wall Works
Unit 30, Lynedoch Industrial Estate
Hope St.
Greenock
PA15 4AX
If your order was delivered direct from one of our suppliers, eg Multipanel /PDS, then we can arrange the collection for you. They will contact you to arrange a suitable time for their driver, but they will charge £48 for collection and a further 20% restocking fee, which will be deducted from your total refund.
An online service that might be of use to source a courier can be found at this link.
Wet Wall Works will conduct a quality inspection, making sure they are in saleable condition, which will be done within 7 days. Wet Wall Works will then issue your refund using the same payment method used when purchasing, deducting the original delivery cost. If you received free delivery, £19.95 will be deducted from your order. If the item(s) are not in saleable condition, you will be notified and images emailed to you. It is your responsibility to then arrange collection and keep Wet Wall Works informed of what you are doing. If collection or contact has not been made within 28 days of when we received the item(s), these items will be disposed of.
When packaging your items, please make sure you protect the edges and corners, and each package should not weigh more than 20 kg. For example, if you are returning 3 x panels, weighing 10kg each, book the return in as 2 products. One package will be 2 panels weighing 20 kg and the second package will contain 1 item weighing 10 kg. If you bound 3 or more panels together, we will reject the return due to health and safety.
Please note: Tailor-made products/samples cannot be returned. Package deals must be returned in full, and Multipanel products will incur a 20% restocking charge along with a £48 collection cost.