Refund and Returns Policy

At WholecoBuy, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, our Refund and Returns Policy explains how you can request a return, replacement, or refund.

This policy applies to purchases made through our website and is intended for customers purchasing from the United Kingdom.

Your Right to Cancel

For most online purchases in the UK, you may have the right to cancel your order within 14 days of receiving your goods, without giving a specific reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Some products may be excluded from cancellation rights or may be subject to specific conditions, including certain personalised, made-to-order, sealed, or hygiene-sensitive products.

Returns

To request a return, please contact our Customer Support team and provide:

• Your order number

• The item(s) you wish to return

• The reason for the return, where applicable

• Any relevant photographs if the item is damaged or defective

We will provide you with the appropriate return instructions.

Items should be returned in a suitable condition and, where possible, with their original packaging, accessories, labels, and documentation.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or different from what you ordered, please contact us as soon as possible.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, refund, or another appropriate solution.

Please provide photographs or other relevant information where requested. This can help us assess the issue and resolve it more quickly.

Refunds

Once we receive and inspect your returned item, we will process your refund where applicable.

Refunds will normally be made using the original payment method used to place the order.

Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.

Refund Amount

Where you exercise your applicable cancellation rights, you may generally be entitled to receive a refund for the goods and the applicable standard delivery charge.

If you selected a more expensive delivery option than our least expensive standard delivery method, the additional delivery cost may not be refundable.

Where a return is being made because an item is faulty, damaged, incorrect, or does not conform to the contract, we will consider the applicable return and refund obligations under UK consumer law.

Return Shipping Costs

If you are returning an item because you have simply changed your mind, you may be responsible for the cost of returning the item, unless we have stated otherwise.

If an item is faulty, damaged, incorrect, or otherwise does not conform to the contract, we will handle return costs in accordance with your applicable legal rights.

Items That Cannot Be Returned

Certain products may not be eligible for return or cancellation where permitted by law. These may include:

• Personalised or customised products

• Products made specifically to your requirements

• Sealed goods that are not suitable for return for health or hygiene reasons once unsealed

• Items that are damaged after delivery due to misuse or improper handling

• Digital products or services where applicable legal requirements for cancellation have been met

Any applicable restrictions will be communicated on the relevant product page or before purchase where possible.

Exchanges

If you would like to exchange an item, please contact our Customer Support team.

Depending on stock availability and the type of product, we may be able to arrange an exchange. In some cases, we may process a refund and ask you to place a new order instead.

How to Request a Return or Refund

To request a return or refund, please contact our Customer Support team with your order details.

Please include your order number and a brief description of your request. If your item is damaged or faulty, photographs may also be requested.

Our team will review your request and provide you with the next steps.

Important Information

Nothing in this Refund and Returns Policy affects your statutory rights under UK consumer law.

Your legal rights may include rights relating to faulty, damaged, misdescribed, or incorrectly supplied goods. These rights are not affected by any voluntary returns policy we may offer.

Policy Updates

We may update this Refund and Returns Policy from time to time to reflect changes to our services, procedures, or applicable legal requirements.

The latest version will always be published on this page.

Contact Us

If you have any questions about returns, refunds, or cancellations, please contact our Customer Support team.

When contacting us about an existing order, please include your order number so that we can assist you as quickly as possible.

Thank you for shopping with WholecoBuy.