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Customer care
At a glance
Tell us within 14 days of delivery if you wish to cancel an eligible online purchase. You then normally have a further 14 days to send it back.
WYE accepts eligible unused items when you contact us within 30 days of delivery, subject to the conditions below.
Contact us if an item is faulty, damaged, incorrect or not as described. Your statutory consumer rights remain unaffected.
If you buy from the WYE website, you normally have the legal right to cancel your order within 14 days of receiving it. To exercise this right, tell us clearly that you wish to cancel. You then normally have a further 14 days to return the item.
In addition to your statutory rights, WYE offers an extended 30-day return period for eligible items. Contact us within 30 days of delivery and return the item unused, complete and in its original packaging, with all accessories and documentation.
You may inspect an item as you would in a shop. If it has been handled more than necessary and its value has been reduced, we may make a reasonable deduction from the refund where permitted by law.
Some items cannot be returned under the extended 30-day policy unless they are faulty, damaged or not as described. These include:
These exclusions do not remove your statutory rights. If an item is faulty, damaged, incorrect or not as described, please contact us so we can assess the appropriate remedy.
If your item is faulty, damaged, not as described or different from what you ordered, please contact us as soon as possible. Include your order number, a description of the problem and photographs or video where these would help us assess the issue.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement or refund, depending on the circumstances and how long you have had the item.
You may have a short-term right to reject faulty goods within 30 days of receiving them. After that period, we will normally offer a repair or replacement first where the law requires it. If this is unsuccessful, impossible or cannot be completed within a reasonable time, you may be entitled to a price reduction or refund.
If an item arrives damaged or incorrect, keep the product and its packaging until we confirm the next steps. We will cover reasonable return costs where an item is faulty, damaged, incorrect or not as described.
Before sending anything back, contact us at info@wye-tech.com or use our contact form. Please provide your order number, the item you wish to return and the reason for the return. We will confirm whether the return is eligible and provide the appropriate instructions.
Please package the item securely and include all supplied accessories, documentation and, where reasonably possible, its original packaging. You are responsible for the item until it reaches us, so we recommend using a tracked service and keeping proof of postage.
For returns made because you have changed your mind, you will normally be responsible for the return postage costs unless we agree otherwise. We will cover reasonable return costs when an item is faulty, damaged, incorrect or not as described.
Do not return an item to a WYE store, kiosk or warehouse unless we have specifically instructed you to do so, as these locations may be unable to process website returns.
Once we receive your return, we will inspect it and confirm the outcome. Approved refunds will be made to the original payment method.
For a statutory cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for premium or express delivery may not be refundable.
We will issue any refund due without undue delay and no later than 14 days after receiving the returned item or acceptable evidence that it has been sent back. Once processed, your bank or payment provider may take a further 5–10 working days to show the funds in your account.
If you request an exchange, this will depend on stock availability. If a suitable replacement is unavailable, we may offer a refund instead.
Any manufacturer’s or WYE warranty is provided in addition to your statutory consumer rights and does not replace or limit them.
Nothing in this policy limits or excludes your legal rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.
To cancel an eligible online order, you may contact us using any clear statement that confirms your decision. You do not have to use the model cancellation wording below, but you may copy it if helpful:
To WYE,
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Signature, if submitted on paper:
Date:
Send your cancellation notice to info@wye-tech.com or through our contact form.
For eligible online purchases, you normally have 14 days after delivery to tell us you wish to cancel and a further 14 days to return the item. WYE also offers an extended 30-day return period for eligible unused items, subject to this policy.
You may inspect an item as you would in a shop. Under the extended 30-day policy, it should remain unused, complete and in its original packaging. Some sealed hygiene-sensitive products cannot be returned after opening unless they are faulty.
You will normally pay the return postage when returning an item because you changed your mind. WYE will cover reasonable return costs if the item is faulty, damaged, incorrect or not as described.
We will issue an approved refund without undue delay and no later than 14 days after receiving the returned item or acceptable evidence that it has been sent. Your payment provider may then take 5–10 working days to show the refund.
Exchanges are subject to stock availability. If a suitable replacement is unavailable, we may offer a refund instead.
Contact us as soon as possible with your order number, a description of the issue and supporting photographs or video where helpful. We will assess the problem and explain the available repair, replacement or refund options.