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Returns – Frequently Asked Questions 

I have received my order but I wish to return it

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.

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 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.

Please follow the procedure below if your item develops a fault. If the manufacturer of your product is not listed below, please get in touch with the Wex customer service team.

Manufacturer Info Contact Details
Apple Apple will deal with faults directly Apple Support
0800 107 6285
BenQ For faulty monitors, BenQ will deal with the fault directly. BenQ Support
Blackmagic Please get in touch with blackmagic directly, they will try to resolve issues directly, and will issue an RMA if they are unable to resolve. Blackmagic Support
DJI DJI will arrange the collection & repair of your faulty DJI product. DJI Support
Eizo For monitor faults, please contact Eizo directly. Eizo Support 
01344 317489
Gitzo For faults inside the warranty period, please contact Wex customer services team. For issues outside of the warranty period or for accidential damage please refer to the manfrotto spares website where you can order the parts required. For products inside warranty: Wex Customer Services

For products out of warranty: Manfrotto Spares
GoPro GoPro will deal with faults directly GoPro Support
Joby For faults inside the warranty period, please contact Wex customer services team. For issues outside of the warranty period or for accidential damage please refer to the manfrotto spares website where you can order the parts required. For products inside warranty: Wex Customer Services

For products out of warranty: Manfrotto Spares
Manfrotto For faults inside the warranty period, please contact Wex customer services team. For issues outside of the warranty period or for accidential damage please refer to the manfrotto spares website where you can order the parts required. For products inside warranty: Wex Customer Services

For products out of warranty: Manfrotto Spares
Syrp For faults inside the warranty period, please contact Wex customer services team. For issues outside of the warranty period or for accidential damage please refer to the manfrotto spares website where you can order the parts required. For products inside warranty: Wex Customer Services

For products out of warranty: Manfrotto Spares
Wacom Please contact Wacom directly for any faults. Wacom Support
020 7744 0831

For full details on our returns policy please see our Terms and Conditions.

Nikon Z9 Service Advisory

Some users of the Z9 mirrorless camera have informed Nikon that there are cases in which the lens release button on their Z9 cameras, when pressed, does not function as it should and does not allow for rotation and removal of a lens or mount adapter from the camera. (If you are unable to remove a lens from the Z9, please do not try and forcefully remove it. Please get in touch with Nikon).

Based on Nikons investigation into the matter, they have discovered that parts that do not meet their quality standards were used on some Z9 cameras. They have identified a range of Z9 camera serial numbers that may contain those parts and will address the issue directly. 

Nikon have released an official service advisory found here: 
https://www.nikonimgsupport.com/eu/BV_article?articleno=000044552&configured=1&lang=en_GB

You can check if your camera is affected and needs a service here: 
https://service.nikonrepair.eu/serialcheck/Language_Select_Z9.aspx

If your camera is one of those affected, instructions for requesting service will be displayed. Nikon will cover the postage charge for shipping your camera for servicing.

If your camera is not one of those to which this issue applies, rest assured that repairs to your camera are not necessary and you may continue using your camera without concern for this issue.

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 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.