Refund Policy
At WTHDIRECT, we want every purchase to feel risk-free. This Refund Policy sets out the conditions under which you are eligible for a refund when buying from our marketplace. It applies to all orders shipped within the United Kingdom, across the European Union and European Economic Area, and to customers anywhere else in the world.
This policy works alongside — and never overrides — any statutory consumer rights you may have under the laws of your country. If any part of this policy conflicts with a right granted to you by law, that legal right takes precedence.
When You Are Eligible for a Refund
A refund may be issued under any of the following circumstances. You do not need to provide a detailed reason in every case — simply get in touch with our team and let us know which situation applies.
Change of mind. If you no longer want the item and have not yet used it, you may return it within the timeframe set out for your region (detailed in the sections below). The item must be in its original, unopened condition with all packaging and tags intact. Once we receive and inspect the return, we will process a full refund of the item price.
Faulty or defective goods. If the item you received is damaged, broken, or does not work as expected due to a manufacturing defect, you are entitled to a full refund regardless of where you are based. Please contact us as soon as you notice the issue and send us a photo of the fault so we can act quickly.
Item not as described. If what you received does not match the product description, images, or specifications shown on the listing at the time of purchase, you are entitled to a full refund. This includes cases where the wrong item has been sent to you entirely.
Item arrived damaged in transit. If your parcel was damaged during shipping and the item inside is unusable or visibly harmed, we will arrange a full refund or a free replacement — whichever you prefer. We will also cover the cost of returning the damaged item.
Order never arrived. If your order does not arrive within the estimated delivery window and tracking confirms it is lost, we will issue a full refund or resend the item at no charge.
Refund Timeframes by Region
The window in which you can request a refund depends on where you are located and the reason for the return. These timeframes are outlined below for each region. In all cases, the clock starts from the day after your item is delivered.
Customers based in the United Kingdom are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Under these laws, you have 14 calendar days from the day after delivery to decide you no longer want an item and to notify us of your intention to return it. You then have a further 14 days to send it back.
If the item is faulty or not as described and you discover this within the first 30 days, you have a legal right to a full refund. You do not need to accept a repair or replacement if you do not want one — though we are happy to offer either if you prefer.
Should a fault appear between 30 days and 6 months after delivery, we will offer to repair or replace the item at no cost to you. If that does not resolve the problem, a full or partial refund will follow.
Customers in any EU or EEA member state benefit from the protections of the EU Consumer Rights Directive (2011/83/EU). You have 14 calendar days to withdraw from your purchase for any reason. This period begins the day after your goods are delivered.
EU and EEA customers also benefit from a two-year legal guarantee on all goods. If a defect appears within the first year, it is presumed by law to have existed when the item was purchased — you will not be asked to prove this. If the defect shows up between one and two years, you may need to provide some evidence, but we will work with you to make this as straightforward as possible.
Within the first 30 days of a fault becoming apparent, you may request a full refund by rejecting the goods. After that, a repair or replacement will be offered first, with a refund to follow if those options do not resolve the issue.
For customers outside the UK and EU/EEA, UK and European consumer laws do not automatically apply. However, because we believe in treating every customer fairly, WTHDIRECT extends a goodwill 30-day returns window for change-of-mind purchases. This means you have 30 calendar days from the date of delivery to let us know you would like to return an item, provided it is unused and in its original condition.
If your item arrives faulty, damaged, or not as described, the same full-refund rights apply to you as they do to customers in the UK — no questions asked. We will cover the cost of getting the item back to us in that situation.
Please be aware that your country may charge import duties or taxes on delivery. For goodwill returns, these are not refunded by us, though you may be able to reclaim them through your local customs authority. If the return is due to a fault or error on our part, we will reimburse any duties or taxes you paid, provided you send us proof.
How and When Refunds Are Paid
Once we receive your returned item, our team will inspect it within two to three business days. If everything is in order, the refund will be approved and processed back to your original payment method. We do not issue refunds to a different card or account unless the original method is no longer available.
The time it takes for the money to appear in your account depends on your payment provider and location. As a guide, refunds to credit or debit cards in the UK typically take three to five business days. For EU and EEA customers, allow five to seven business days. International customers may see refunds arrive within seven to ten business days, though in some cases it can take up to fourteen. Bank transfers may take a few days longer than card refunds.
If you paid using a gift card or store credit, the refund will be returned to that balance and will be available immediately upon approval.
Who Pays for Return Shipping?
If you are returning an item because it is faulty, damaged, or not as described, we will cover the full cost of return shipping. We will either send you a prepaid label or reimburse you for the postage once the item is back with us.
If you are returning an item simply because you have changed your mind, the cost of sending it back is your responsibility. We recommend using a tracked delivery service so you have proof that the item is on its way, as refunds can only be processed once the return has been received.
Items That Cannot Be Refunded
Certain categories of product cannot be returned or refunded on a change-of-mind basis due to hygiene, safety, or the nature of the goods. These include items where a hygiene seal has been broken, personalised or custom-made products, perishable goods, digital downloads or software that have already been accessed, and items that were clearly marked as non-returnable at the time of purchase.
What to Do If Something Goes Wrong
If you are unhappy with your purchase or have any issue at all, the first step is simply to get in touch. Email us at returns@wthdirect.co.uk with your order number, a short description of the issue, and — if relevant — a photo. Our team will get back to you within one working day.
If we are unable to resolve things to your satisfaction, we will offer to escalate your case to a manager. Beyond that, you are always free to seek help from your country’s consumer protection body or, in the UK, Trading Standards. EU customers may also contact the European Consumer Centre network for cross-border disputes.
We are committed to being fair and transparent. If at any point you feel your rights have not been respected, please do not hesitate to raise it with us directly — we genuinely want to make it right.