If you wish to return an unwanted item to us under our 45-day return policy, simply let us know by using our contact form. Please note that the 45-Day return policy applies to unwanted products, faulty items come under the 30-Day return policy period.
- Select the 'Return an unwanted item (within 45 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 45-day return policy, please refer to our terms and conditions.
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.
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 contact our customer service team to report the issue.
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 fulfill. 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 on 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.
Eizo - If you have a faulty Eizo monitor please contact them directly by visiting https://www.eizo.co.uk/support-service/customer-support/warranty-contact-form/ or by calling Eizo support on 01344 317489.
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.
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.
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 sometimes parts are needed from other parts of the world. We try to keep all our customers updated with repairs but if you have a question regarding your repair please contact our customer service team.