For full details of our Returns Policy please see our Terms and Conditions.
Frequently Asked Questions
Our Black Friday Refund Promise
In the unlikely event product purchased between 21st November – 6th December 2019 see a further drop in price during this period, you are entitled to a refund of the price difference without returning the product. If an item you purchased has dropped in price, please contact our customer service team by the 13th of December using our contact form
, or contact the store you purchased from. This does not affect your statutory rights.
What is your Christmas returns policy?
Any purchases made from 18th November up to 24th December 2019 are covered by our extended Christmas returns policy and will be eligible for an exchange, credit note or full refund providing:
- The product is unopened and in the same condition it was sold.
- You contact us no later than the 5th January 2020, or 30 days from the date of delivery (whichever is later) to inform us that the goods are unwanted.
Some items are excluded from our returns policy, please refer to our terms and conditions
I have received my order but I wish to return it
If you wish to return an unwanted item to us under our 30 day return policy, simply let us know by using our contact form.
- Select the 'Return an unwanted item (within 30 days)' option.
- In the 'Your Message' field, let us know the item or items you wish to return, the reason for the return and whether you want a refund or a credit.
On receipt of your message, we will add details of your request on our system and we will email you instructions on how to return the item to us.
We strongly recommend you use an insured delivery method such as Royal Mail Special Delivery. If it is a large item, we can organise a collection for a fee of £10.
The item must be complete and in the same condition in which you received it:
- If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging
- You haven't used the item (items are not sold on a trial basis)
- The item contains no personal data and hasn't been registered to a user
- Used items must not have any additional signs of use or damage.
Some items are excluded from our 30 day return policy, please refer to our terms and conditions.
Can I order an item so that I can give it a thorough test?
Wex Photo Video does not sell products on a trial basis. Any use of the product is relative to examining it, and ensuring it suits your needs. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. We may refuse the return of items without the original packaging or where it has been returned in poor condition.
I have a faulty product, what do I do?
We have found that many problems can be overcome by simply referring to the 'troubleshooting' section of your manual. If the goods still seem to be faulty please call us on 01603 486413 to discuss the fault and arrange the return.
If the fault occurs within the first 30 days you will always have the choice of either a replacement or a refund.
If the fault has occurred within the first six months after delivery, but after the first 30 days, you can request a repair or replacement of the faulty goods. However, we reserve the right to choose a solution when the choice of the customer is disproportionate or impossible to fulfil. In the majority of cases, it is likely that we will elect to send an item for repair in the first instance. If the repair is unsuccessful, you can then claim a replacement or a full refund. Alternatively we will seek to agree a price reduction with you if you wish to keep the product.
After six months, where you can demonstrate that the fault was present at the point of original sale, you can still request a repair or replacement and we will deal with this request in the same way as set out above.
In all cases, we reserve the right to inspect the product and verify the fault. If no fault is found, the product will be returned to you.
Apple - If you have a faulty Apple product please contact them directly by calling Apple support on 0870 846 0753.
GoPro - For faulty GoPro items, please contact them directly on 0330 808 1875.
Wacom - For faulty Wacom products, please contact them directly on 0207 744 08 31.
For full details on our returns policy please see our Terms and Conditions
Returning faulty drones
We are sorry to hear that you have experienced problems with your drone. Drones are incredibly complex flying machines. Occasionally users report a loss of control which can either be momentarily or for a long period of time. The most common cause for this is user error (on most occasions this happens to new pilots), this can be either due to loss of orientation while flying, or not performing the correct setup procedure. If you believe your drone to be faulty, please contact our customer service team. They will arrange for the return of the item, which will then be sent for testing. We are unable to replace or refund any drone until it has been fully tested and the fault has been confirmed.
I have a question about repairs
We try to get all repairs done as soon as possible and as a guide we say that repair can take up to 6 weeks. Obviously it depends on the fault as to how long it may take as sometime parts are needed from other parts of the world. We try to keep all our customers up dated with repairs but if you have a question regarding your repair call us on 01603 486413.