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Returns & Refunds Policy
Last updated: August 2026
At WB&T Co., we want you to be happy with your purchase.
If you change your mind about an order, receive something that isn’t right, or have a problem with a product, please contact us and we will help you understand your options.
This Returns & Refunds Policy explains how returns, cancellations and refunds work when you purchase from WB&T Co.
Nothing in this policy affects your statutory rights as a consumer.
1. About WB&T Co.
WB&T Co. is a UK-based online retail partnership operated by three sisters:
We work with a number of UK-based suppliers to fulfil customer orders.
Depending on the product purchased, your order may be dispatched directly from one of our UK supplier partners rather than from the WB&T Co. business and returns address.
This does not affect your rights as a customer. WB&T Co. remains your point of contact for returns, refunds and customer service.
2. Changing Your Mind 14-Day Cancellation Right
If you purchase goods from WB&T Co. online as a consumer, you generally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
If your order contains several items that are delivered separately, the 14-day period generally begins when you receive the final item.
You can tell us that you want to cancel by contacting us:
Email: contact@wbandt.co.uk
Telephone: 01604 325 977
You do not have to use a particular form. A clear statement that you wish to cancel your order is sufficient.
3. After You Tell Us You Want to Cancel
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.
Please contact us before sending anything back.
This is particularly important because WB&T Co. works with several UK-based suppliers. The correct return address can vary depending on the product and supplier involved.
Please do not automatically send your return to the Northampton address unless we have specifically instructed you to do so.
We will provide the appropriate return instructions for your order.
4. Condition of Returned Goods Returns Policy
You are entitled to handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in much the same way you would be able to inspect them in a shop.
However, you may be responsible for any reduction in the value of goods caused by handling beyond what is reasonably necessary to inspect them.
Where possible, please return products:
- In their original packaging
- With all accessories
- With manuals and instructions
- With any included components
- In a clean and suitable condition
The absence of original packaging will not automatically remove your statutory rights.
5. Return Postage for Change-of-Mind Returns
If you are returning an item because you have changed your mind, you are not responsible for the direct cost of returning the goods.
We will tell you how the goods should be returned and, where appropriate, provide the relevant return instructions.
6. Refunds for Change-of-Mind Returns
When you cancel an online purchase under your statutory cancellation rights, we will refund the payments we have received from you, including the cost of our standard delivery service.
If you selected a more expensive delivery option than our standard delivery service, we are only required to refund the cost of the standard delivery option.
We will normally refund the money using the same payment method used for the original purchase, unless another method has been agreed with you.
We may wait to issue the refund until:
- We have received the returned goods; or
- You provide evidence that the goods have been returned,
whichever occurs first.
Refunds will be made within the applicable legal time frame.
7. Faulty, Damaged or Incorrect Products
If your product is:
- Faulty
- Damaged on arrival
- Not as described
- The wrong product
- Missing essential components
- Not fit for its intended purpose
please contact us.
These situations are different from a simple change-of-mind return.
Your statutory consumer rights apply, and we will work with you to provide the appropriate remedy. Depending on the circumstances, this may include:
- Repair
- Replacement
- Refund
- Another appropriate remedy
Consumers have legal rights when goods are faulty, not as described or do not do what they are supposed to do.
8. Damaged Goods
If your order arrives visibly damaged, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the damage
- Photographs of the product
- Photographs of the packaging, where possible
Photographs can help us investigate the issue with the relevant supplier or delivery company and arrange the quickest appropriate solution.
Please do not dispose of damaged packaging until we have advised you that it is no longer required.
Your statutory rights are not affected if you cannot provide photographs.
9. Wrong Product Received
If you receive a product that is different from the product you ordered, please contact us as soon as possible.
Please provide your order number and details of the product you received.
We will investigate the issue and provide appropriate instructions for returning the incorrect product.
Where the incorrect product was supplied by us or our fulfilment partner, we will deal with the return in accordance with your statutory rights.
10. Missing Parts or Components
If your product arrives with missing parts or components, please contact us.
In many cases, the missing component can be supplied without requiring the entire product to be returned.
We will assess the situation and explain the available options.
Where a repair, replacement component, replacement product or refund is required under your statutory rights, we will arrange the appropriate remedy.
11. Products That May Have Different Cancellation Rules
Certain products may be excluded from the standard 14-day cancellation right where a legal exception applies.
Examples can include certain:
- Personalised products
- Bespoke or made-to-order products
- Products that deteriorate or expire rapidly
- Sealed products that cannot be returned for health or hygiene reasons once unsealed
- Other products covered by statutory cancellation exceptions
Where an exception applies, we will provide the relevant information before you complete your purchase.
These exceptions do not remove your statutory rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
12. Returns from Our Supplier Network
WB&T Co. works with a number of UK-based suppliers.
Some products are therefore fulfilled directly by the supplier on our behalf.
This means that the return address for an individual product may differ from our main business and returns address.
Please always contact WB&T Co. before returning a product.
We will provide the appropriate return instructions for your particular order.
This helps us make sure your return reaches the correct location and can be processed as quickly as possible.
13. Our Business & Returns Address
Our business and returns address is:
WB&T Co.
Unit 1905 Shurgard
Carousel Way
Riverside
Northampton
NN3 9HG
United Kingdom
This address is not open to the public.
Customers must not visit the premises without prior arrangement.
Please do not send a return to this address unless WB&T Co. has specifically instructed you to do so.
14. How to Contact Us About a Return
If you need to return a product, cancel an order or request a refund, please contact us first.
Telephone
01604 325 977
Please include your order number whenever possible.
This allows us to identify your purchase and provide the correct return instructions.
15. Refund Processing
Once a return has been received and the relevant refund has been approved, the refund will normally be made using the original payment method.
The time taken for the money to appear in your account can depend on your bank or payment provider.
We will process refunds within the applicable legal time frame.
We will not charge a fee simply for processing a refund where you are legally entitled to one.
16. Refunds for Products That Are Faulty or Incorrect
Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we will deal with the matter in accordance with your statutory rights.
Depending on the circumstances and the legal remedy that applies, this may result in a repair, replacement, price reduction or refund.
We will explain the available options when we have assessed the problem.
17. Returns and Refunds Do Not Affect Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to limit or remove your legal rights.
If a product is faulty, not as described, or does not meet the requirements of consumer law, your statutory rights continue to apply.
Where our policy differs from your statutory rights, your statutory rights take precedence.
18. Our Commitment to Customers
We understand that buying online means you cannot physically inspect a product before purchasing it.
We therefore aim to make our product descriptions, delivery information and returns process as clear as possible.
If something goes wrong with your order, please contact us.
We will always aim to deal with your enquiry fairly, clearly and promptly.
19. Contact WB&T Co.
WB&T Co.
Telephone: 01604 325 977
Email: contact@wbandt.co.uk
Business & Returns Address:
Unit 1905 Shurgard
Carousel Way
Riverside
Northampton
NN3 9HG
United Kingdom
Please note: This address is not open to the public and customers must not visit without prior arrangement.
WB&T Co.
Operated by Willow Charles, Bella Charles and Tyra Charles
Last updated: August 2026
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