Refund policy

At Warehouse Superstore, we want you to be satisfied with your order. If there is a problem with an item, or you need to discuss a return, please contact us as soon as possible so we can help.

This policy does not affect any statutory rights you may have.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, is faulty, incorrect or is missing from your delivery, please contact us at hello@warehousesuperstore.co.uk as soon as possible.

Please include:

• your order number;
• details of the issue; and
• photographs of the product and packaging where relevant.

We may need to obtain further information or photographs before arranging a collection, replacement, repair or refund.

Where goods are faulty, damaged or not as described, we will deal with the matter in accordance with your applicable legal rights.

For consumers, UK law provides specific rights where goods are faulty, not as described or not fit for purpose. These rights cannot be excluded by this policy. GOV.UK

Change-of-Mind Returns for Consumers

If you are purchasing as a consumer rather than for business purposes, you will usually have the right to cancel an online order within 14 days of receiving the goods, without giving a reason.

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

To request a return, please email hello@warehousesuperstore.co.uk before sending anything back.

Please do not return products directly to a manufacturer or supplier unless we have provided you with the appropriate return instructions and address.

Business-to-Business Returns

Where products have been purchased wholly or mainly for business purposes, change-of-mind returns are not automatically accepted.

We may agree to accept a business return at our discretion, subject to the product being eligible for return and any applicable manufacturer, collection or restocking costs.

Please contact us before returning any goods so that we can confirm whether the return can be accepted and provide the correct instructions.

Made-to-Order and Customised Products

Some of the products we sell may be manufactured, configured or customised specifically for an order.

This may include products manufactured to a particular specification, size, colour, configuration or other customer-selected requirement.

Consumer cancellation rights do not generally apply to goods that are made to the customer's specifications or clearly personalised. GOV.UK

Where an item is made to order but is not personalised or made to a customer specification, the applicable cancellation rights will depend on the circumstances.

The above does not affect your rights if a made-to-order or customised product is faulty, damaged or not as described.

Return Condition

For change-of-mind returns, products should be returned in a condition suitable for resale and, where reasonably possible, with their original packaging, components, instructions and accessories.

Consumers are entitled to inspect goods in a similar way to how they could inspect them in a shop. However, where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, we may be entitled to make a deduction for any reduction in value. Legislation.gov.uk

Please take particular care when returning large, heavy or easily damaged warehouse equipment.

Return Delivery Costs

Where a consumer is returning an eligible product because they have changed their mind, the customer will normally be responsible for the cost of returning the goods unless we have agreed otherwise.

Large or heavy products may require collection by a specialist carrier. If we arrange collection on your behalf, we will tell you about any applicable collection charge before arranging it.

Where an item is faulty, damaged, incorrect or not as described, we will deal with reasonable return or collection costs in accordance with your applicable legal rights.

Refunds

Once a return has been received and checked, we will confirm the outcome of the return.

Where a refund is due, it will normally be made using the original payment method.

For eligible consumer cancellations, refunds must generally be made within 14 days of receiving the goods back or receiving evidence that they have been returned, whichever applies first. Legislation.gov.uk

Where applicable, the refund will include the cost of the least expensive standard delivery option originally offered. Additional amounts paid for an enhanced or express delivery service do not necessarily have to be refunded. GOV.UK

Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to stop the order, but we cannot guarantee cancellation once an order has entered processing, manufacturing or dispatch.

This is particularly important for made-to-order or configured products.

Any applicable consumer rights remain unaffected.

Products That Cannot Normally Be Returned

Unless faulty, damaged or not as described, we may be unable to accept change-of-mind returns for certain products, including:

• products made to a customer's specification;
• customised or personalised products;
• goods that have been installed, altered or modified;
• products that have been damaged after delivery; and
• products otherwise excluded from cancellation rights by law.

Where a product has specific return restrictions, we will aim to make these clear before purchase.

Do Not Return Goods Without Authorisation

Because many of our products are dispatched directly from different manufacturers and distributors, the correct return address may not be the address shown on our website.

Please contact us before returning anything.

Sending goods to the wrong address may delay your return and could result in additional transport charges.

How to Request a Return

To request a return, please contact:

Email: hello@warehousesuperstore.co.uk
Telephone: 0333 054 0995

Please provide your order number and details of the product you would like to return.

We will then advise you of the next steps and, where applicable, provide return or collection instructions.