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Wema UK · Help

Returns & Refunds

Our policy lasts 90 days. You can request a return straight from your account — here's what's eligible, how it works, and when to expect your refund.

⏱ 3 min read ↩ Returns ⏳ 90-day window

You can manage returns directly from your account. Log in, open the order in your history, and request a return there — the steps below explain what qualifies and what to expect.

In short Items can be returned within 90 days, unused and in their original packaging, with proof of purchase. Faulty or wrongly dispatched items are returned at our cost; otherwise return shipping is yours. Refunds are processed 5–7 working days after we receive and check the goods.

How to returnRequesting a return

  1. Log in to your account.
  2. Open the order in your order history.
  3. Click the Request Return button.
  4. Once approved and the goods are received and checked, your refund is applied to the original payment method within a few days.

EligibilityWhat can be returned

  • Within 90 days of the purchase date.
  • Unused and in re-sellable condition.
  • In the original packaging with all tags intact, and with proof of purchase.

Partial refunds may apply to any item that is:

  • Not in its original condition, damaged, or missing parts for reasons not due to our error.
  • Returned with the original packaging missing or damaged.
  • Returned more than 90 days after delivery.

ExemptionsWhat can't be returned

For health and safety reasons, holding tank senders fitted to a tank that has contained waste cannot be returned. If you have a faulty holding tank sender under warranty, please contact us.

Discounted items may also be non-refundable, where applicable.

Damaged in transitIf your item arrives faulty

If the product is faulty or damaged in transit, email us within 7 days of the delivery date and we'll put it right.

ShippingReturning the item to us

Unless the item is faulty or wrongly dispatched, you're responsible for return shipping, and shipping costs are non-refundable. If you receive a refund without paying return shipping, the cost of return shipping is deducted from your refund.

For items over £50, consider a trackable service or shipping insurance — we can't guarantee we'll receive a returned item that isn't tracked.

RefundsWhen you'll get your money back

Once your return is received and inspected, we'll email you to confirm whether the refund is approved. Approved refunds are processed within 5–7 working days.

Late or missing refunds: if you haven't received your refund after 7 working days, check your email and spam folder, then your bank or card company — there's often a few days' processing time before it's officially posted. If you've done all of this and still haven't received it, email hello@wema.co.uk.

Start a return

Manage everything from your account

Log in to request a return against any eligible order. Not sure about something? We're happy to help.

Go to your account Contact us

This page summarises our returns process. For the full policy terms, see our refund policy.