Your Consumer Rights
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order, when you buy online, through the app or via the phone, at any time up to 14 calendar days after the day on which you receive your delivery. For example, if you receive your order on a Monday, you’ll have 14 days from the Tuesday to cancel your order.
This excludes personalised items or items made to order, which cannot be returned or exchanged unless faulty.
If you cancel before the item is dispatched, you will receive all your money back.
To cancel your order and arrange for a product to be collected please complete our Contact Form, with your order number and details of the product to be returned. We’ll arrange for the collection of the product by our nominated carrier. Please note that there will be a charge payable by you for this service (as permitted by law), which will be equal to the standard delivery charge applicable to the product and your location.
If you plan to return your product to a store and you’ve paid for delivery as part of your online, app or telephone order you’ll be refunded the full amount, including the standard delivery charge (if all items ordered are returned). If you selected and paid for a more expensive delivery option, you will only be refunded the standard delivery charge. Store returns are made at your cost and must take place within 14 days of your delivery.
We’ll issue your refund using your original payment method within 14 days of us receiving the returned item(s) or you providing evidence of having returned the goods (for example, a proof of postage from the Post Office), whichever is sooner.
Please note that we have the right to reduce your refund to reflect any reduction in the value of the products caused by damage while in your possession.
Wickes Returns Policy
In addition to your consumer rights, Wickes is happy to offer you the option to return your product within 30 days if it is not right.
You will need to return your product in the same condition as you brought it (including being in its original packaging) with proof of purchase (this can be a till receipt or an order confirmation email), within 30 days from the date of purchase or receipt of the product, whichever is the latest date,, and we will happily offer a replacement or a refund.
Unfortunately unless they are faulty, we can’t return or exchange:
- Made to measure goods
- Gift cards
- Perishable items (plants, turf etc.)
- Out of date products
- Products that were marked as non-returnable when you bought them.
This does not affect your statutory rights, including your right to cancel an online order or return a faulty product.
Damaged/Faulty Goods
In the unfortunate event that your product arrives damaged or develops a fault within 30 days of purchase or receipt, please bring it to one of our stores with proof of purchase and we will offer you a full refund, replacement or an exchange (including any delivery charge). Alternatively, you can arrange for the faulty or defective product to be collected by contacting our Customer Services team and completing a contact form with your order number and details of the product to be returned. We will collect it at no expense to you and either provide a replacement, process a refund (including any delivery charge) or repair the goods.
If your product develops a fault after 30 days of purchase or receipt of the goods, we will repair or replace the goods in accordance with the terms of the Consumer Rights Act 2015. Please contact our customer service team using the Contact Form.
Returns Procedures
Bring to a store: You can return your product free of charge to one of our stores, even if you’ve bought online or via the app. Your refund will be issued to your original payment method within 3 - 5 business days. For PayPal or Klarna refunds, please refer to the relevant sections below.
Please note that our standalone Wickes Kitchen & Bathroom stores cannot accept returns of products bought online or from any other stores. They can only process items bought at that particular store.
Arrange a collection: If you’ve received a home delivery and would like to return it, or the item is too heavy or bulky to bring into a store, please contact our Customer Services team by completing our Contact Form to arrange a collection. Please note a collection fee will be charged, the amount of which will be notified to you when you contact our Customer Services team to arrange your collection. Your refund will be issued to your original payment methods and can take up to 14 days to appear in your account. For PayPal or Klarna refunds, please refer to the relevant sections below.
PayPal Refunds
Home delivery: PayPal refunds are processed through our Customer Service team which can be initiated using our Contact Form. All PayPal refunds must be collected via our courier and cannot be left in store. This is to ensure you will be correctly refunded to your PayPal account, as the original payment method.
Please note, a collection fee will be charged, the amount of which will be notified to you when you contact our Customer Services team to arrange your collection.
Click & Collect: PayPal refunds must be carried out at the same Wickes store where the order was collected from. This is to ensure you will be correctly refunded to your PayPal account, as the original payment method. When returning your purchase, please present your order confirmation email as proof of purchase.
Please note that PayPal purchases may not be exchanged for other products or be refunded to a gift card.
As a consumer, you may have additional rights and this policy does not affect these rights.
Klarna Refunds
Home delivery: Klarna refunds are processed through our Customer Service team which can be initiated using our Contact Form. All Klarna refunds must be collected via our courier and cannot be left in store. This is to ensure you will be correctly refunded to your Klarna account, as the original payment method.
Please note, a collection fee will be charged, the amount of which will be notified to you when you contact our Customer Services team to arrange your collection.
Click & Collect: Klarna refunds must be carried out at the same Wickes store where the order was collected from. This is to ensure you will be correctly refunded to your Klarna account, as the original payment method. When returning your purchase, please present your order confirmation email as proof of purchase.
Please note that Klarna purchases may not be exchanged for other products or be refunded to a gift card.