Refund policy
Last updated: 27 October 2026
At Wassen, we want you to feel completely confident shopping with us. We take pride in our products and want you to be happy with every purchase.
That's why we offer a 30-day, no-quibble refund policy, making it easy to request a refund if you're not completely satisfied with your order.
1. Our 30-Day Refund Policy
If you've changed your mind or aren't completely happy with your Wassen purchase, you can request a refund within 30 calendar days of receiving your order.
This policy applies to purchases made directly through our website, wassen.com.
Our 30-day refund policy is offered in addition to your statutory consumer rights, which are explained below.
2. How to Request a Refund
You can request a refund in two easy ways:
Option 1: Through Your Wassen Account
- Log in to your Wassen customer account.
- Find the order you'd like a refund for.
- Select "Request return" and follow the instructions to submit your request.
Option 2: Contact Our Customer Service Team
Email info@wassen.com with:
- Your order number
- The product(s) you'd like a refund for
- Your reason for requesting a refund, if you're happy to share it
Our Customer Service team will review your request and email you to confirm the outcome.
You are not required to provide a reason when exercising your statutory right to cancel.
3. Do I Need to Return My Products?
In most cases, no!
We want to make the refund process as straightforward as possible, so we generally don't require customers to send products back to us.
Please don't arrange return postage or send any products back unless our Customer Service team has specifically instructed you to do so.
If your refund request is approved and no return is required, we'll arrange your refund without you needing to take any further action.
4. Refunds & Processing Times
Once your refund has been approved, we'll issue it to your original payment method.
You'll receive an email confirming when your refund has been processed.
Once issued, refunds typically take 5–10 working days to appear in your account, depending on your bank or payment provider.
All refunds will be issued within the timeframes required by applicable consumer law.
If you haven't received your refund after 10 working days from the date it was issued, please contact us at info@wassen.com.
5. Damaged, Faulty or Incorrect Products
We're sorry if something hasn't arrived as expected!
If you receive a damaged, faulty or incorrect product, please contact our Customer Service team at info@wassen.com as soon as reasonably possible.
Please include:
- Your order number
- A brief description of the issue
- Photographs of the product or packaging, if available
We'll investigate and arrange an appropriate solution, which may include a replacement or refund, at no additional cost to you.
Your statutory rights relating to faulty, damaged or incorrectly supplied goods are not limited by our 30-day refund policy.
6. Exchanges
If you'd prefer to exchange your product rather than receive a refund, please contact us at info@wassen.com.
Our Customer Service team will review your request and let you know what options are available.
Where an exchange is agreed, we'll provide instructions on the next steps.
7. Cancelling an Order
If you need to cancel or amend an order, please contact us at info@wassen.com as soon as possible, ideally within one hour of placing your order.
We'll do our best to accommodate your request, but once your order has entered our fulfilment process, we may be unable to prevent dispatch.
If your order has already been dispatched, you can still request a refund in accordance with this policy and your statutory cancellation rights.
8. Subscription Orders
Our 30-day refund policy also applies to eligible subscription orders purchased directly through our website.
If you'd like to pause, amend or cancel future subscription deliveries, you can do so through your Wassen customer account or by contacting info@wassen.com.
Please note that receiving a refund for an individual subscription order does not automatically cancel your subscription.
To prevent future charges and deliveries, you must cancel or amend your subscription separately, in accordance with the applicable subscription terms.
9. Your Statutory Rights Under UK Consumer Law
Our 30-day refund policy is offered in addition to, and does not replace or restrict, your statutory consumer rights.
Your right to cancel an online purchase
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers generally have the right to cancel an online purchase without giving a reason.
For most eligible goods, you can cancel from the date you place your order until 14 calendar days after receiving your goods.
Ordinarily, goods must be returned within 14 days of notifying the retailer of cancellation. However, where Wassen confirms that no physical return is required, you won't need to send the products back.
Where we waive the requirement to return the goods, refunds due under your statutory cancellation rights will be issued without undue delay and within 14 calendar days of being informed of your cancellation.
For eligible statutory cancellations, we will refund:
- The price paid for the cancelled products.
- Any applicable standard delivery charge.
If you've chosen a more expensive delivery service, such as express delivery, we are not required to refund the additional amount paid above our standard delivery charge.
Exceptions to statutory cancellation rights
Certain goods may be excluded from the statutory right to cancel, including sealed products that have been unsealed after delivery and cannot be returned for health protection or hygiene reasons.
These exceptions do not affect your rights if goods are faulty or not as described, or any additional rights we offer under our voluntary 30-day refund policy.
Your rights if goods are faulty
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
If goods do not meet these requirements, you may be entitled to a refund, repair, replacement or other remedy.
In many circumstances, you have a 30-day short-term right to reject faulty goods for a refund, with additional rights applying after that period.
Nothing in this policy excludes or limits your statutory consumer rights.
10. Contact Us
If you have any questions about refunds, cancellations, damaged products or your order, our friendly Customer Service team is here to help.
Email: info@wassen.com
Website: wassen.com
Customer Service Hours: Monday–Friday, 9am–5pm, excluding UK bank holidays.
We'll do our best to resolve your query as quickly and smoothly as possible.