Returns & Refunds Policy

About this Returns & Refunds Policy

At WOW Shelving Limited, we want you to be completely satisfied with your purchase. This policy explains how you can return items, request a refund, or make a claim under warranty, in line with your statutory rights.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

If you are a consumer purchasing online, you have the legal right to cancel your order within 14 calendar days from the day after you receive your goods.

  • You must notify us in writing (email to sales@wowshelving.com or post) within this period if you wish to cancel.
  • You then have a further 14 days to return the goods to us.
  • We will refund you in full (including the original delivery cost at standard rate) within 14 days of receiving the returned goods or proof of return.
  • Refunds will be made using the same payment method you used for purchase within 14 days of receiving the goods.

Please note: You are responsible for the cost of returning unwanted goods unless they are faulty, damaged, or incorrect.

2. How to Return Items

Before returning any items, please contact us by phone on 0345 5480 999 or email sales@wowshelving.com

Please provide:

  • Your original WOW Shelving invoice number
  • Your invoice post code
  • The product codes of the items you wish to return
  • The reason for return

Once confirmed, we will issue you with a WOW Shelving Returns Form which must be included with your return.

All returns should be sent to:

WOW Shelving Returns, Unit 71, Staunton Court Business Park, Ledbury Road, Gloucestershire, GL19 3QS

3. Conditions for Returns

We can only accept returned goods if:

  • They are unused, in their original packaging, and in a re-saleable condition.
  • A completed Returns Form is enclosed.
  • The return is made within the timeframes set out above.

4. Exclusions

Refunds or cancellations may not be available if:

  • Goods have been made to your specifications, customised, or are non-standard/special-order items.
  • Items have been assembled, installed, or used in any way.
  • Items or packaging are not in suitable condition for resale (unless faulty).
  • The request is made after the statutory or extended time limits.

These exclusions do not affect your legal rights if the goods are faulty, damaged, or not as described.

5. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described:

  • Please contact us within 7 days of delivery.
  • We will arrange a replacement, repair, or refund at no cost to you.
  • Warranty returns can also be arranged by contacting us.

6. Additional Business/Trade Returns

For trade and business customers, WOW Shelving may apply the following (in addition to your statutory rights as applicable):

  • Administration fees may apply where appropriate.
  • Refunds or credit will not be issued if goods are returned without prior authorisation and a completed Returns Form.

7. Credit Notes

Any Credit Notes issued by WOW Shelving are valid for six months from the date of issue. Unused credits will be removed after this period but can be reinstated upon request.