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Cancellation & Return Policy

Scope: This policy applies to online and telephone orders only.

Cancelling Before Delivery

You may cancel your order by contacting us at least 2 working days before your scheduled delivery date.

✓ Easy Pre-Delivery Cancellation: Simply contact us with at least 2 working days’ notice before your scheduled delivery date, and we will process your cancellation promptly.

Change-of-Mind Returns (14-Day Window)

Although the legal cooling-off period is 14 days, we extend your return window to 14 days from delivery or collection by your own third-party carrier.

Extended Window

Full 14 days to decide, not just 14 days from the legal minimum period.

Keep Packaging

Please keep the original packaging during this period.

Warranty Coverage

After 14 days, returns are accepted only for faults covered under the 12-month warranty.

Our Extended Commitment: We want you to be completely satisfied. Our 14-day return window gives you added peace of mind.

Return Conditions

What We Require

To qualify for a change-of-mind return, the product must:

  • Be unused, undamaged, and in its original condition
  • Include all accessories, manuals, and components
  • Be packaged in the original packaging (or packaging that offers equal protection)

Potential Deductions

If packaging is inadequate or handling causes damage, deductions may apply. We may also deduct £50 per day of use if the product shows signs of wear or usage.

Wear & Usage

£50 per day of use detected

Packaging Damage

Deductions may apply for inadequate packaging

Handling Issues

Damage caused by mishandling may result in deductions

Condition Matters: The product’s condition upon return directly affects your refund amount. Keep items in perfect condition to remain eligible for a full refund.

How to Cancel Your Order

Submission Method

All cancellations must be submitted in writing:

Email

info@werelax.co.uk

Post

Customer Service – Werelax Limited, Unit 9 Sunbeam Studios, Sunbeam Street, Wolverhampton, West Midlands, WV2 4PF

✓ Email Confirmation: We will confirm receipt of your cancellation by email. Please keep this confirmation for your records.

Returning Your Product

Return Timeline & Process

If your product has already been delivered:

  1. Notify us in writing within 48 hours of delivery
  2. Returned products must reach us within 14 days of your cancellation
  3. Returns must be arranged by appointment only

Return Address

Werelax Limited
Unit 9 Sunbeam Studios
Sunbeam Street
Wolverhampton, WV2 4PF

Return Costs & Collection

Return costs are your responsibility unless the product is faulty or not as described.

If you would prefer us to collect the product, return fees will be based on its size and weight.

Transit Insurance: We recommend arranging transit insurance with your chosen courier to protect your product during return shipping.
48-Hour Notification: You must notify us within 48 hours of delivery. This is important for return and warranty eligibility.

Refunds

What Your Refund Includes

We will refund your order, minus:

  • Delivery charges
  • Return collection fees
  • Usage deductions
  • Handling or repackaging deductions
  • Payment processing charges

Refund Processing

Refunds are normally processed within 4 days of receiving your return.

Refunds will be issued to your original payment method unless otherwise agreed.

For finance orders, funds are returned directly to the finance provider.

✓ Fast Processing: We work quickly to process your refund once your return has been received and inspected. Most refunds are completed within 4 days.

Products Excluded from Returns

You cannot return:

  • Products viewed in our showroom before being purchased online
  • Products used or damaged within the 14-day return window
  • Products that cannot be resold at full value due to customer handling
Your Rights Protected: Your statutory rights remain unaffected by these exclusions. Consumer protection laws still apply.

Faulty or Not-As-Described Products

If a return is necessary due to a manufacturing defect:

  1. Contact us immediately
  2. Provide photos or videos so we can assess the issue
  3. We will arrange a repair, replacement, allowance, or refund based on the situation

Free Collection for Faults

If a return is required due to a manufacturer’s fault:

  • Collection is completely free
  • We will arrange a collection time with you
  • Once received and inspected, we will notify you of the refund approval
✓ We Handle Faulty Items: If the product is faulty, we cover all return costs and arrange convenient collection. Zero hassle for you.

Your Satisfaction is Our Priority

With our 14-day return window and transparent policies, you can shop with confidence. We stand behind our products and your satisfaction.

Last Updated: December 2025