Refund policy

Return and refund policy

You can return most items within 14 days of delivery for a full refund, for any reason. If something is faulty or not as described, you have further rights under the Consumer Rights Act 2015.

If you change your mind

You have 14 days from the day after delivery to tell us you want to cancel. You don't need to give a reason. Once you've told us, you have a further 14 days to send the item back.

To cancel, email hello@wuva.com with your order number and the items you're returning.

Sending an item back

  • Pack the item securely, in its original packaging if you still have it.
  • For large items such as bikes, mobility scooters and pianos, we can collect for £30, or you can arrange your own courier. 
  • Keep your proof of postage until your refund arrives.

Your refund

We refund you within 14 days of receiving the item, or of you showing us proof that you've sent it, whichever is sooner. We refund to your original payment method.

Your refund includes the original standard delivery charge. If you chose a faster delivery option, we refund the standard delivery price only.

Please handle items as you would in a shop. If an item has been used beyond checking it, we may reduce your refund to reflect its loss in value.

Faulty, damaged or not as described

If your item is faulty, damaged on arrival or not as described, email [EMAIL ADDRESS] with your order number and photos of the problem.

  • Within 30 days of delivery, you can reject it for a full refund, including delivery costs.
  • After 30 days, we'll repair or replace it. If that isn't possible, or doesn't fix the problem, you can have a refund or a price reduction.

We pay to collect or return faulty items.

Pre-owned items are sold in the condition described in their listing. Wear shown in the photos or condition report isn't a fault. Pre-owned items also come with a [X]-month warranty, which is in addition to your legal rights.

VAT relief purchases

If you bought an item without VAT under the VAT relief scheme, we refund the amount you actually paid.

This policy doesn't affect your legal rights.