Refund policy
WBCo.® Returns, Refunds and Cancellation Policy
Last updated: June 2026
At WBCo.®, we pride ourselves on providing high-quality products and exceptional customer service. If something isn't quite right, we will always do our best to resolve it quickly and fairly.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
1. Order Acceptance
Our acceptance of your order takes place when we email you to confirm that your order has been accepted. At this point, a contract comes into existence between you and WBCo.®.
2. Your Right to Cancel (UK & EU Distance Sales)
If you purchase products from us online, by telephone or through other distance-selling methods, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to cancel, you must notify us within 14 days of receiving your order by:
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emailing customersupport@sb1group.com; or
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using our online cancellation/withdrawal form available on our website.
Once you have notified us of your decision to cancel, you have a further 14 days to return the goods to us.
You will receive a refund of the products purchased, together with the cost of our standard delivery service, within 14 days of us receiving the returned goods or receiving evidence that they have been returned.
You are responsible for the cost of returning goods unless:
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the products are faulty;
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the products are damaged;
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the products are not as described; or
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we have agreed otherwise.
We may reduce your refund if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics and function.
3. Products Excluded from Cancellation Rights
For hygiene and safety reasons, certain products cannot be returned once opened, unsealed or used, unless they are faulty, damaged or not as described.
This includes:
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cosmetic products where the hygiene seal has been broken;
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products that have been opened, used or partially consumed;
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personalised or bespoke products.
Any exclusions will be clearly stated on the relevant product page before purchase.
4. Faulty, Damaged or Incorrect Products
We take great care to ensure that all products arrive in perfect condition.
If your order arrives damaged, faulty, defective or incorrect, please contact customersupport@sb1group.com as soon as possible and include:
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your order number;
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a description of the issue; and
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photographs where applicable.
Under consumer protection legislation, if goods are faulty, not fit for purpose or not as described, you may be entitled to a repair, replacement or refund.
If a fault is identified within 30 days of receiving your order, you may be entitled to reject the goods and receive a full refund.
Where a product is confirmed as faulty, damaged or incorrect, we will provide a prepaid returns label and cover all reasonable return costs.
5. Order Cancellation Before Dispatch
If you wish to cancel your order before dispatch, please contact us as soon as possible with the subject line "ORDER CANCELLATION".
If your order has not yet been dispatched, we will cancel your order and provide a full refund.
If your order has already been dispatched, you may still exercise your statutory cancellation rights outlined above.
6. Incorrect Delivery Information
Please ensure that your delivery details are accurate and complete when placing your order.
If incorrect or incomplete delivery information is provided and your order cannot be delivered, we cannot guarantee recovery of the shipment. If the parcel is returned to us in resaleable condition, we will refund the cost of the products purchased, excluding any shipping costs incurred.
7. Returning Products
To arrange a return, please contact customersupport@sb1group.com with your order number and details of your request.
We recommend using a tracked delivery service when returning items, particularly for orders with a value exceeding £50, as we cannot guarantee receipt of untracked returns.
8. Sale and Promotional Items
Items purchased during promotions, sales events or clearance sales remain subject to your statutory consumer rights, including applicable cancellation rights under UK and EU law.
9. Contact Us
If you have any questions regarding returns, refunds or cancellations, please contact our customer support team:
Email: customersupport@sb1group.com
We aim to respond to all enquiries as quickly as possible.
This policy is provided in addition to, and does not affect, your statutory rights as a consumer.