Returns & Refunds

At Wave Direct, we want you to be happy with your order and give you 28 days (14 days for sale items) to return goods to us if you wish to receive a refund, exchange or credit note. Returned products must be in their original condition, with labels attached and all packaging present and undamaged. Please send an email to customercare@wavedirect.co.uk and include a picture of the fault and your order/receipt number.

UK RETURNS ADDRESS

Care of Wave Direct - 'Returns' Followed by 'Order Number'
121 New Bridge,
Newcastle Upon Tyne,
NE1 2SW, UK


Customers are responsible for return costs. We aim to process the return within 7 working days. (Please allow a further 2-3 working days for your bank to process any refund)

INTERNATIONAL RETURNS

If returning goods from outside the UK please state description of contents as "Returns" and specify the value as zero to avoid incurring duty costs.
 
EXCHANGES

If you would like to exchange your order for a different size or product please contact us via email - enquiries@wavedirect.co.uk - We will be able to check our stock and place products on hold for you. We also offer a free return label if you wish to exchange your item. Once received back your new product will be shipped out on an express service within 1-3 working days.

RETURNS AND EXCHANGE POLICIES

Faulty/damaged items can be returned up to 30 days from the date of purchase.  If a fault occurs after this time we will do our best to assist you and any issue is dealt with on a case by case basis.  Please send an email to enquiries@wavedirect.co.uk and include a picture of the fault and your order/receipt number.
 
In all cases, items must be returned in their original condition. This includes all branded packaging that the item is received in and tags still attached. 

Due to hygiene reasons, in the case of a Wave Spa needed to be returned, they must be returned in clean & dry condition regardless of the type of the warranty claim. Failure to do this could mean we would return the Wave Spa to you or charge a £50 cleaning fee.
  
All items are thoroughly checked before being dispatched, therefore if an item is returned that we deem used/soiled the item will be returned to yourself and no refund is given. The item is your responsibility until it has reached us at our warehouse. Please ensure you package your return suitably to avoid any damage during transit. We advise that all items are returned via Special Delivery/Recorded Delivery (we would advise Special Delivery for higher-priced items), and that proof of postage is kept until the return has been completed.

We aim to process all returns within 7 working days of receipt. You will be notified by email once completed.