Delivery and Refund Policy

Last updated: 23 April, 2026

PART A — DELIVERY POLICY

1. General

WAVE MOTION SHOP LTD (“we”, “us”, “our”) ships physical goods ordered through https://wavemotionshop.com/ to a wide range of destinations worldwide. This Delivery Policy explains the available delivery options, estimated timeframes, applicable charges, and your obligations as a customer. By placing an order on the Website, you agree to the terms of this policy.

2. Delivery Charges and Timeframes

2.1 Delivery Rates

All delivery prices on the Website are displayed in Euros (EUR). To view the equivalent cost in another supported currency, please change your currency using the currency selector on the Website and proceed to checkout, where the converted amount will be shown.

The table below sets out our delivery zones, the countries served within each zone, estimated delivery timeframes, and the applicable delivery rate:

Delivery timeframes are estimates only and are calculated in working days (Monday to Friday, excluding UK public holidays) from the date of dispatch. They are not guaranteed and may be affected by circumstances outside our control, including carrier delays, customs processing, adverse weather conditions, or high demand periods.

3. Customs Duties, Import Taxes, and Local Charges

3.1 General Principle

International shipments may be subject to customs duties, import taxes, or other local clearance charges depending on the laws and regulations of the destination country. Such costs are not included in the product price or the delivery charge and must be paid by the customer unless we have explicitly stated otherwise.

3.2 European Economic Area (EEA)

Orders delivered within the European Economic Area (EEA) are generally not subject to customs duties or import taxes, as goods circulate freely within the EEA internal market.

3.3 United Kingdom

When shipping to the United Kingdom, any applicable customs duties, import taxes, or customs clearance fees will be covered by WAVE MOTION SHOP LTD. You will not be charged any additional import-related costs on deliveries to a UK address.

3.4 All Other Destinations

For all other delivery destinations not covered in clauses 3.2 and 3.3, you are responsible for:

• Paying all applicable customs duties, import taxes, and clearance charges upon or before delivery.
• Ensuring that the ordered goods are lawful to import into your country.
• Complying with all local laws and regulations relating to the importation of the goods.

We recommend checking with your local customs authority before placing an order if you are unsure of the applicable charges. We will not refund delivery costs or product prices where a package is refused, seized, or returned due to customs non-compliance on your part.

4. Order Processing and Dispatch

Orders are typically processed and dispatched within 1–3 working days of order confirmation, subject to product availability. You will receive a dispatch notification by email once your order has been handed to the carrier, including any tracking information where available.

Orders placed on weekends or UK public holidays will be processed on the next working day.

5. Delivery Address

You are solely responsible for providing a complete, accurate, and accessible delivery address at checkout. We will dispatch your order to the address as entered. We accept no responsibility for:

• Delayed or failed deliveries resulting from an inaccurate, incomplete, or inaccessible delivery address.
• Packages are delivered to the wrong address due to customer error.
• Additional costs incurred in re-dispatching an order due to an incorrect address.

If a re-dispatch is required because of an address error on your part, the applicable delivery charge will be payable by you before the order is re-sent.

6. Failed Delivery and Undeliverable Packages

If a delivery attempt is unsuccessful (for example, because no one was available to receive the parcel), the carrier will typically leave a notification and attempt redelivery or hold the parcel at a local collection point. It is your responsibility to follow the carrier’s instructions.

If a package is returned to us as undeliverable, whether due to an incorrect address, failure to collect, or refusal to accept delivery, we will contact you at the email address on your account. A second dispatch may be arranged upon payment of the applicable delivery charge. If you do not respond within 14 calendar days, we reserve the right to cancel the order and issue a refund for the product value only, excluding any original delivery charge.

7. Risk and Ownership

Risk in the goods passes to you upon successful delivery to the address specified in your order. Legal title to the goods passes to you upon our receipt of full payment for the order.

PART B — REFUND AND RETURNS POLICY

9. Your Right to Return

9.1 Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order and return your goods within 14 calendar days of the day on which you, or a third party nominated by you, receives the goods, without giving any reason. This right applies to most goods purchased online from us.

9.2 Extended Returns Window

In addition to your statutory right, we offer an extended returns window of 30 calendar days from the date of delivery for goods that are unused, undamaged, and in their original condition with all original packaging and tags attached. Returns requested after 30 days but within the statutory 14-day cooling-off period will still be honoured under applicable law.

9.3 Exclusions

The right to return does not apply to goods that:

• Have been used, worn, or tested beyond what is necessary to assess their nature and function.
• Have been damaged by the customer after delivery.
• Are missing original tags, labels, or packaging.
• Have been unsealed after delivery and cannot be returned for hygiene or safety reasons (e.g. certain personal protective equipment or swimwear with hygiene seals).
• Were made to your specifications or clearly personalised.

10. How to Submit a Return Request

10.1 Return Request Form

To initiate a return, you must complete and submit a Return Request Form. Please download the form using the link below, complete all required fields, and submit it to us by email at [email protected] before sending any goods back.

Download Return Request Form (PDF)

We will not accept returned goods that arrive without a prior submitted Return Request Form.

10.2 Information Required on the Form

The Return Request Form will ask you to provide:

• Your full name and account email address.
• Your order number.
• The item(s) you wish to return and the quantity.
• The reason for the return (e.g. change of mind, incorrect item received, faulty goods).
• A brief description of the condition of the goods.
• Any supporting photographs, if applicable (required for faulty or damaged goods).

10.3 Return Address

The return address will be provided to you by email after we have received and reviewed your Return Request Form. Please do not send any goods to our registered office address or any other address prior to receiving the confirmed return address from us. We cannot accept responsibility for returned goods sent to an incorrect address.

11. Packaging and Sending Your Return

Once you have received the confirmed return address from us, please follow these instructions carefully when packaging and sending your return:

1. Ensure the item is clean, dry, and in its original, unused condition.
2. Keep all original tags, labels, and swing tickets attached to the product. Returns with removed tags may be refused.
3. Place the item securely in its original packaging where possible. If the original packaging is not available, use suitable protective packaging to prevent damage in transit.
4. Include a printed copy of your completed Return Request Form inside the parcel.
5. Seal the parcel securely.
6. Send the parcel using a trackable shipping service and retain the proof of postage and tracking reference until your refund or exchange has been confirmed. We cannot be held responsible for return parcels that are lost or damaged in transit.
7. Address the parcel clearly using the return address provided to you by email.

We recommend using an insured, tracked postal or courier service for returns, particularly for high-value items. The cost of return shipping is your responsibility unless the goods are faulty, damaged upon arrival, or incorrectly sent by us.

12. Inspection and Processing of Returns

Upon receipt of your returned goods, we will inspect them within 5 working days. We will notify you by email of the outcome of the inspection. We reserve the right to refuse a return or reduce the refund amount if the goods are returned in a condition that differs from their original state upon delivery (e.g. signs of use, damage, missing tags or packaging).

13. Refunds

13.1 Refund Eligibility

Refunds will be issued where:

• The goods have been returned within the applicable returns window and meet the conditions set out in Section 9.
• The goods were faulty, damaged on arrival, or incorrectly sent to you.
• We have agreed to cancel an order before dispatch.

13.2 Refund Amount

Where a valid return is made within the 14-day statutory cancellation window, we will refund the full price of the goods including any standard delivery charge paid on the original order. Where a return is made under our extended 30-day window (outside the statutory period), we will refund the product price; original delivery charges may not be refunded unless the return is due to our error.

13.3 Refund Method and Timing

Refunds will be processed using the same payment method as the original transaction. We will issue the refund within 14 calendar days of receiving the returned goods and confirming that they meet the return conditions, or, where applicable, within 14 days of your cancellation notice if we have agreed to collect the goods ourselves.

13.4 Currency and Exchange Rates

Refunds will be issued in the original currency of the transaction. We are not responsible for any exchange rate fluctuations or conversion fees applied by your bank or payment provider between the date of purchase and the date of refund.

14. Faulty, Damaged, or Incorrect Goods

If you receive goods that are faulty, damaged in transit, or different from what you ordered, please contact us at [email protected] within 30 days of delivery. Please include:

• Your order number.
• A description of the issue.
• Clear photographs of the damage, fault, or incorrect item.

We will arrange a replacement, repair, or full refund at no additional cost to you, including the cost of return shipping. You do not need to pay return postage for goods that are faulty, damaged, or incorrectly dispatched.

15. Exchanges

We do not currently offer direct product exchanges. If you wish to receive a different item, size, or colour, please submit a return request for the original item (following the process in Section 10) and place a new order for the desired item on the Website.

16. Contact

For all return, refund, and delivery enquiries, please contact us:

Email: [email protected] 

Company: WAVE MOTION SHOP LTD

Registered address: 25 Effie Road, London, United Kingdom, SW6 1EL