Last updated: 30th September 2026

1. About this Returns Policy

We hope you are happy with your Wellworking Re-Lived purchase. However, we understand that you may sometimes change your mind or need to return a product.

This Returns Policy explains how to cancel an order, return a product and receive a refund.

It should be read alongside our Terms of Service, Delivery Policy and Warranty Policy.

Nothing in this Returns Policy affects your statutory rights.

2. Your right to change your mind

If you are a consumer and purchase a product from us online, you generally have the right to change your mind and cancel your order within 14 days of receiving the product, without giving us a reason.

If your order contains multiple products delivered separately, the 14-day cancellation period generally runs from the day after you receive the last product.

To exercise your right to cancel, you must let us know within the applicable 14-day cancellation period.

Once you have told us that you wish to cancel, you must return the product to us within 14 days, unless we have agreed to collect it from you.

There are some circumstances where the right to change your mind does not apply. Further information is provided in Section 9.

Your statutory rights where a product is faulty, damaged, not as described or otherwise does not conform to the contract are separate from your right to change your mind and are not affected by this section.

3. How to cancel or request a return

To cancel an order or request a return, please contact us and provide your name, order number and details of the product you wish to return.

You can contact us:

• Email: info@wellworking.co.uk
• Telephone: 020 3110 0610

If you contact us to cancel your order before it has been dispatched and we are able to stop the delivery, we will cancel the delivery and arrange your refund.

If your order has already been dispatched, you may refuse the delivery when our delivery team arrives. The product will be taken away by our delivery team and you will not be charged a separate return collection fee.

If you have already accepted delivery, you can arrange to return the product to an agreed Wellworking location or ask us to arrange collection in accordance with Sections 4 and 5.

4. Returning your product

If you have cancelled your order after receiving it, you must return the product to us within 14 days of telling us that you wish to cancel, unless we have agreed to collect it from you.

You can return your product in one of the following ways:

• Return it to an agreed Wellworking location free of charge. Please contact us before returning your product so that we can confirm the location and arrange a suitable time.
• Ask Wellworking to collect it from you. A collection charge will apply to change-of-mind returns, as explained in Section 5.

Please do not return a product to a Wellworking location without contacting us first.

You are responsible for taking reasonable care of the product while it is in your possession and until it has been returned to us or collected by our delivery team.

If you believe your product is faulty, damaged, not as described or otherwise does not conform to the contract, please contact us before arranging a return. Different arrangements may apply, as explained in Section 8.

5. Return collection charges

If you ask Wellworking to collect a product from you as part of a change-of-mind return, a £19 collection charge will apply.

The collection charge will normally be deducted from the amount refunded to you.

We will arrange a collection date and time with you. Please make sure that someone is available and that the product is accessible and ready for collection.

You will not be charged the £19 return collection charge if:

• you refuse the product when our delivery team first attempts to deliver it and the product is taken away at that time; or
• we arrange collection because the product is faulty, damaged, not as described or otherwise does not conform to the contract and you are exercising an applicable statutory right.

If we are unable to complete an agreed return collection because no one is available, we cannot gain suitable access, or for another reason within your control, an additional £19 collection charge will apply to rearrange the collection.

You will not be charged an additional collection fee where we are unable to complete the collection because of something within our control.

6. Condition of returned products

If you are returning a product because you have changed your mind, you may inspect and handle the product as you reasonably would in a shop to establish its nature, characteristics and functioning.

Please take reasonable care of the product while it is in your possession and while preparing it for return or collection.

You may be responsible for any reduction in the value of the product caused by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning. Where permitted by law, we may make an appropriate deduction from your refund to reflect that reduction in value.

As our products are pre-owned, refurbished or otherwise previously used, we will take into account the condition of the product when it was supplied to you when assessing any reduction in value.

Where the product was supplied with accessories, components or other items, these should also be returned where reasonably possible.

7. Refunds

If you exercise your statutory right to cancel your order, we will refund the price you paid for the returned product and, where applicable, the standard delivery charge you paid for the order.

If you chose a delivery method that was more expensive than our standard delivery service, we are not required to refund the additional cost above our standard delivery charge.

Where you return only part of an order, any refund of the original delivery charge will depend on the circumstances of the order and the delivery charge that would have applied to the products you keep.

Where you ask Wellworking to collect a product as part of a change-of-mind return, the applicable £19 collection charge will normally be deducted from your refund.

We may make a deduction from your refund where permitted by law if the value of the product has been reduced as a result of handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.

We will make any refund due to you without undue delay and within the applicable statutory time limits. Where you are responsible for returning the product to us, we will normally provide your refund within 14 days of the day we receive the product back or, if earlier, the day you provide evidence that you have returned it.

Where we have agreed to collect the product from you, we will provide your refund within 14 days of the day you tell us that you wish to cancel your order, subject to any deductions permitted by law.

Refunds will normally be made using the same payment method you used for the original purchase, unless we agree otherwise. You will not be charged a fee for receiving the refund.

Nothing in this section affects your statutory rights.

8. Faulty, damaged or incorrectly described products

If a product is faulty, damaged, not as described or otherwise does not conform to the contract, please contact us as soon as reasonably possible so that we can help resolve the issue.

Please provide your order details and, where relevant, photographs or other information that may help us understand the problem.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.

Where you are exercising an applicable statutory right because a product does not conform to the contract, we will arrange the return or collection of the product as appropriate and you will not be charged our standard £19 change-of-mind collection fee.

As Wellworking Re-Lived products are pre-owned or refurbished, they may show signs of previous use. Any condition, wear or imperfections that were specifically brought to your attention before purchase will not, by themselves, mean that the product is faulty or not as described.

Our products are also covered by our 2-Year Re-Lived Warranty, subject to the terms and exclusions set out in our Warranty Policy. The Re-Lived Warranty is provided in addition to your statutory rights and does not affect those rights.

Nothing in this Returns Policy limits or excludes any rights or remedies you have under applicable consumer law.

9. Exceptions to change-of-mind returns

Your statutory right to change your mind may not apply in certain circumstances where an exception applies under consumer law.

Wellworking Re-Lived currently sells products from existing stock and does not sell products that are made to your specifications or personalised for you.

If an exception to the statutory right to cancel applies to a particular product, we will make this clear to you before you place your order.

Any exception to the right to change your mind does not affect your statutory rights where a product is faulty, damaged, not as described or otherwise does not conform to the contract.

10. Exchanges

Because Wellworking Re-Lived products are pre-owned or refurbished and stock availability can be limited, we cannot guarantee that a replacement or alternative product will be available if you change your mind.

If you would like a different product, please contact us to discuss the available options. In some circumstances, the simplest option may be to return the original product in accordance with this Returns Policy and place a new order.

This does not affect any right you may have to a repair, replacement or other remedy where a product is faulty, damaged, not as described or otherwise does not conform to the contract.

11. Contacting us

If you have any questions about a cancellation, return, refund or this Returns Policy, please contact us:

• Email: info@wellworking.co.uk
• Telephone: 020 3110 0610
• Post: Wellworking Limited, Unit 7, Western Avenue Business Park, Mansfield Road, London, W3 0BZ

When contacting us about an order, please provide your order number where possible so that we can help you as quickly as possible.