Return and Refund Policy
Have you received your order? Are you not satisfied with your purchase? We are here to help.
There are two options available to you at this stage; Merchandise credit or refund. First, please read our General Return and Refund Policy.
General Return & Refund Policy
We do not accept any responsibility for item(s) returned with insufficient packaging. All products must be returned in their original packaging where possible. Goods must arrive with all original accessories, cables, manuals and wrappers without any damage from marks, folds, or tape.
We want you to love your purchase and offer a 14 day cooling off period. If you wish to return an item within this time, we keep it nice and simple. Simply e-mail us your order number along with your reason for return and we will provide you with returns instructions.
Please do not return items unless you have received authorization from our customer service team.
We strongly advise against filling out any warranty forms from manufacturers unless you are completely certain that you want to keep your product.
Do not discard instructions, bags and boxes until you are sure that you want to keep the product.
Whilst we are happy to cover postage for faulty items, Dead on Arrival [DOA] or items ‘not as described’, we do not cover postage costs for items under the fourteen day trial period.
When returning goods under the fourteen day trial period, we recommend using an insured delivery service. This covers you from any damage or loss in transit. When your return reaches us, we will send you an email to let you know that it has arrived at our depot. Please note that all returns are your responsibility until they have reached us.
Your return item(s,) will then be passed to our inspection team. If the item(s) is approved, we will refund the original credit/bank card used upon purchase. We will then email you to let you know that your refund has been processed.
Please allow 7 – 10 working days for the bank to credit your account. All refunds will be processed by Wells Electronics within 14 days of receipt. If you made a payment via PayPal, your funds should show up within five working days.
Goods returned damaged, incomplete or in a condition that is not resalable will be returned to you and charged. The return fee will also be added to your account.
Items which develop a fault after 30 days of purchase will be covered under the manufacturer’s one year warranty period provided the fault is not due to misuse or accidental damage.
Your return item(s,) will be passed to our inspection team. If the item(s) is approved, we will refund the original credit/debit card used upon purchase. We will then email to inform you that your refund has been processed. We can only refund the original payment method.
Please allow up to 7 – 10 working days for the bank to credit your account. International refunds may take up to 2 – 3 weeks to appear on your bank statement. All refunds will be processed by Wells Electronics within 14 days of receipt. If you made a payment via PayPal, your funds should show up within five working days.
In the event that your debit/credit card has been cancelled or has passed its expiration date, we will contact you to ask for an alternative method of payment.
If you do not receive your refund within 10 working days, please contact our Customer Service team so as we can investigate.
Your card issuer/bank is responsible for crediting your account. Therefore, we do not have any control over the estimated time frame.
We cannot be held responsible for any bank/credit card charges that you may incur during the refund process.
VAT refunds for non-EU residents
Unfortunately, we do not issue VAT reclaim forms for online purchases as the customer must be present at the time of purchase in accordance with the Retail Exports Scheme.
VAT invoices
We will include a VAT invoice with all purchases and can also e-mail a copy upon request.
Merchandise Credit
Sometimes an item does not meet up to your expectations. That’s perfectly understandable. We welcome your returns and offer a money back guarantee or merchandise credit within 14 days of purchase. With merchandise credit, you simply purchase other items from Wells Electronics using the credit from your returns. This may suit customers who purchase from us regularly as it saves time having to go through the checkout and keeps funds readily available for quick, no hassle purchases.
Checking your balance
This is as easy as checking how much credit you have on a gift card. There are two ways to check your funds:
- Call the Customer Service Team on 0333 577 9552 and we will tell you how much credit you have available.
- Log in to view your account and check your balance.
How to redeem your credit
Simply add items to your basket and go to the checkout. At the final payment stage, check the box “Pay with existing credit”. If the goods you wish to purchase are priced higher than the amount of credit available, the remainder of your payment can be settled via a credit/debit card. If the item you wish to purchase is priced lower than the amount of credit available, your merchandise balance will adjust accordingly. It really is that easy!
Please note that online credit cannot be converted to cash, resold or transferred.
- Contact our Customer Service department for a return authorization number and return goods shipping instruction. We will then issue you a unique return Authorization number with which you can proceed with the return of your order.
*Generally, return request has to be made by email within 14 days of taking delivery of your order*
Please note the condition attached to returned goods as below.
- The order you are returning must be unused and in the same condition that you received it.
- The order you are returning must be in the original, unopened packaging.
- The order you are returning needs to have the receipt or proof of purchase.
- If boxes are opened as to render the item non-resalable, we reserves the right to refuse credits and the returned order will be sent back to you.
- Ensure that you wrap up original packaging in another material to prevent damages to the packaging.
- Ensure that shipping labels are enclosed in the supplied pouch which we will mail to you and same is affixed in the outer packaging material covering the original packaging.
Please note that;
- Shipping fee and handling charges paid for returned orders are non-refundable.
- The customer is responsible for return shipping charges. No Cash On Delivery shipments will be accepted.
- Item bought as clearance sales and orders that were customized are not restock-able and therefore are not returnable.
With the exception of customized items, customers may cancel an order prior to shipment without any penalty.
All shipped orders are considered property of the buyer and have to follow return procedures.
We advise that you carry out complete visual and functional inspection of your order immediately upon delivery and where applicable, also note any damage noticed on the Bill of lading and where possible, take a picture of any visible damages before signing the receipt of the shipment.
All damages and functionality issues must be reported within 10 days and where a return is required, this must by done within 14 days.
Please keep all documents of your purchases until inspection process and the return request have been completed.
