Refund policy
Return Policy – Wau Custom
WAU CUSTOM LONDON LTD
Unit 9c, Home Farm Business Park Rad Lane, Abinger Hammer, Dorking, England, RH5 6RA
Email: waucustomnottingham@gmail.com
You have the right to return products within 30 days from receiving your order.
Return cost: For returns initiated for personal reasons by the customer (change of mind, product not meeting expectations, ordering error, etc.), the return shipping cost is 9.99£ (VAT included). This amount will be deducted from the refunded sum.
Returns remain free of charge in the following situations:
- defective or non-functional product,
- product damaged during transport,
- wrong product delivered,
- any situation in which the responsibility belongs to Wau Custom.
1. General return conditions
To be eligible for a return, the product must be:
- in the same condition in which it was delivered;
- unused or only used to the extent necessary for normal testing;
- with all labels intact;
- in its original packaging;
- accompanied by proof of purchase.
Exception – Car Towel: it may be tested within 30 days, but it cannot be returned if it shows damage caused by improper use (tearing, snagging, excessive wear, permanent stains, etc.).
2. Products that cannot be returned
❌ Chemical / consumable products (IMPORTANT)
Chemical products (solutions, shampoos, degreasers, car perfumes, cleaning liquids, etc.) may only be returned if they have not been unsealed.
Returns will not be accepted for:
- opened products,
- unsealed products,
- tested products,
- partially used products (regardless of the remaining quantity),
- products with damaged or altered packaging.
Returns are accepted only if the products are fully sealed, unused, and in their original packaging.
This rule is imposed for hygiene, safety, and legal reasons applicable to consumable products.
❌ Other non-returnable items
- Used hygiene / personal care items (cloths, brushes, accessories that come into contact with sensitive surfaces).
- Personalised or custom-made products.
- Hazardous materials, flammable liquids, or gases.
- Gift cards.
3. Legal entities
The statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 applies only to consumers. For the purposes of this policy, a consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
Orders placed by companies, sole traders or other business entities are not covered by these statutory consumer cancellation rights. Any return request from a business customer is accepted only at our discretion, unless the goods are faulty, not as described, or otherwise subject to mandatory rights under applicable UK law.
4. How to request a return
Returns are handled exclusively through our courier, and for voluntary returns a fee of 9.99£ (VAT included) applies, in accordance with the return policy described above.
This fee does not apply to returns caused by delivery errors or defective products. waucustomnottingham@gmail.com
To initiate a return, please contact us at: Returns are accepted only after confirmation by email.
Parcels sent without prior approval will not be accepted.
5. Damaged or incorrect products
Please inspect your order upon delivery and contact us immediately if:
- the product is defective,
- the product was damaged during transport,
- you received a different product than the one ordered.
We will resolve the issue promptly.
6. Refunds
The return cost of 9.99£ (VAT included) will be deducted from the refunded amount, if applicable under this return policy.
Once the returned item has been received and inspected, you will receive a confirmation.
The refund will be issued to the original payment method within a maximum of 10 business days.