Refund policy

At WFP Guy Direct, we pride ourselves on supplying high-quality water-fed poles, window cleaning equipment, and accessories. Please read our policy below regarding returns, damaged items, and refunds.

Return Policy Overview

We have a 14-day return policy specifically for defective or faulty items. You have 14 days after receiving your item to request a return.

  • Defective Products Only: We only accept returns for items that arrive defective, damaged, or incorrect. We do not accept returns for change of mind or general returns on non-defective goods.

  • No Exchanges: We do not offer product exchanges. If a defective item is returned and approved for a refund, you may place a separate new order on our website for a replacement.

Eligibility Requirements

To be eligible for a return on a defective item, your item must meet the following conditions:

  • It must be in the same condition that you received it, unused, with any original tags or labels intact.

  • It must be in its original packaging.

  • You must provide a valid receipt or proof of purchase.

How to Start a Return

  1. Contact us immediately at sales@wfpguy.co.uk within 14 days of receiving your order to notify us of the defect.

  2. Please include your order number, a description of the issue, and clear photos or videos of the defect/damage.

  3. If your return request is approved, we will send you a return shipping label, along with instructions on how and where to send your package.

Important: Please send returns to:

[INSERT YOUR RETURN ADDRESS HERE]

Items sent back to us without first requesting a return will not be accepted.

Damages & Ordering Issues

Please inspect your order immediately upon arrival. If your item is defective, damaged in transit, or if you received the wrong item, contact us right away at sales@wfpguy.co.uk so we can evaluate the issue and make it right.

Non-Returnable Items & Exceptions

In addition to non-defective goods, we cannot accept returns on:

  • Sale Items or Clearance Products

  • Gift Cards

  • Custom or Special Order Products

  • Hazardous Materials, Flammable Liquids, or Gases

Refunds Process

  1. Inspection: Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected based on the defect assessment.

  2. Payment: If approved, your refund will be automatically processed back to your original payment method within 10 business days.

  3. Processing Time: Please keep in mind that it may take additional time for your bank or credit card provider to process and post the refund to your account.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at sales@wfpguy.co.uk.