1. About this policy
WeDeliver operates an online marketplace. Unless the Platform clearly says otherwise, products are sold by the independent retailer identified during the ordering process. The retailer is the seller of the goods. WeDeliver provides the marketplace, facilitates payment and customer support, and arranges delivery through third-party delivery partners.
This policy explains how cancellations, substitutions, refunds, returns and statutory withdrawal rights are handled. Nothing in this policy limits mandatory consumer rights under German or other applicable law.
2. Cancelling an order before picking
You may request cancellation of an order until the retailer starts picking or preparing it. Once picking or preparation has started, operational cancellation may no longer be possible.
To request cancellation, use the cancellation option in your account where available or contact help@wedeliver.uk.com. This operational cut-off does not remove any statutory withdrawal right that may apply after delivery.
3. Out-of-stock items and substitutions
If an item is unavailable, the retailer may offer a substitute only where you have agreed in advance to substitutions or have otherwise approved the proposed substitute.
If no approved substitute is available, the unavailable item will be removed from the order and the amount charged for that item will be refunded. The rest of the order may still be fulfilled.
4. Missing, incorrect, damaged or defective items
Please check your order promptly after delivery and contact us as soon as reasonably possible if an item is missing, incorrect, damaged, spoiled when it should not be, unsafe or otherwise defective. Prompt reporting helps us and the retailer investigate the issue, but it does not reduce any statutory rights you may have.
Depending on the circumstances and applicable law, the retailer may provide:
- a refund for a missing or affected item
- a replacement
- repair where appropriate
- a price reduction
- another remedy required by law
We may ask for your order number, a description of the problem and photographs where reasonably helpful.
5. Change-of-mind withdrawal for eligible goods
For goods to which no legal exception applies, consumers purchasing online generally have a 14-day statutory right to withdraw from the sales contract without giving a reason. The period normally starts when you, or a person nominated by you other than the carrier, receives the goods.
Eligible products may include clothing, household products, non-perishable groceries and sealed cosmetics or personal-care products where the relevant hygiene exception has not been triggered.
You can exercise a statutory withdrawal right by using the withdrawal function made available on the Platform during the applicable withdrawal period or by making a clear statement to help@wedeliver.uk.com. Where required by law, the Platform will provide a clearly accessible electronic withdrawal function and confirmation of receipt.
6. Products that are normally excluded from change-of-mind withdrawal
A statutory change-of-mind right may not apply to:
- fresh, frozen or other goods that are liable to deteriorate or expire rapidly
- sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been removed
- other goods or services covered by a statutory exception
These exclusions do not remove your rights where goods are defective, damaged, unsafe, incorrectly supplied, missing or otherwise do not conform to the contract.
7. Returning eligible goods
If you exercise a statutory withdrawal right, we will provide the appropriate return instructions and, where relevant, the retailer's return address. Please do not send goods to WeDeliver's registered office unless we specifically ask you to do so.
For a change-of-mind return, you may be responsible for the direct cost of returning the goods where the law permits and this has been disclosed to you. You will not be asked to bear return costs that the seller must pay by law for defective, damaged or incorrectly supplied goods.
You may be responsible for any reduction in value caused by handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.
8. Refunds
Approved refunds for missing, unavailable, damaged or incorrect items will normally be initiated within 10 working days. Where the law requires an earlier deadline, the statutory deadline will apply.
Refunds following a valid statutory withdrawal will be handled within the legally required period. Where permitted by law, the seller may withhold the refund until the returned goods have been received or you provide evidence that they have been returned.
Refunds are normally made to the original payment method. After a refund has been initiated, your bank, card issuer, Stripe or PayPal may need additional time to complete the credit.
9. Delivery delays and failed delivery
Delivery times shown on the Platform are estimates unless expressly stated to be guaranteed. A delivery arriving later than an estimated time does not automatically entitle you to a refund of the delivery fee.
This does not affect any mandatory rights you may have where an order is not delivered, an agreed delivery deadline was essential, or applicable law otherwise gives you a remedy.
You are responsible for providing an accurate delivery address, access information and contact details and, where needed, being available to receive the order. Additional delivery or redelivery charges may apply where delivery fails for reasons attributable to the customer, to the extent permitted by law.
10. Contact for refunds and returns
For cancellations, missing items, damaged goods, substitutions, returns or refunds, contact help@wedeliver.uk.com.
Contact details
WeDeliver Logistics Limited
Company number: 14189308
Registered office: 30 Churchill Place, London, England, E14 5RE
Email: help@wedeliver.uk.com