Returns & Refunds Policy

Last updated: April 2026

Our Approach to Returns

We take pride in the quality of every order we dispatch. If something arrives wrong or damaged, we'll resolve it quickly and without hassle. This policy sets out what qualifies for a return, how to request one and how refunds are processed.

What Can Be Returned

The following are eligible for a return or refund:

Damaged goods — items where the contents have been damaged in transit. Damage to outer packaging alone does not qualify unless the product inside has been directly affected. Photo evidence showing the damaged contents is required. Liquid items that have been damaged in transit cannot be returned and must be disposed of safely.

Incorrect items — if you receive a product you did not order and it was not agreed as a substitute, we will arrange a return and dispatch the correct item at no additional cost. Photo evidence is required.

Short-dated stock — items delivered with fewer than 4 weeks remaining on the best before date that were not declared at the point of sale. Photo evidence showing the date is required.

All eligible returns must be reported within 7 days of receiving your order. Returns reported after this window will not be accepted.

What Cannot Be Returned

We do not accept returns for the following:

• Items ordered incorrectly by the customer
• Products where you have changed your mind after ordering
• Outer packaging that has taken minor transit damage where the contents are unaffected
• Any issue reported more than 14 days after the order was received
• Liquid items damaged in transit

Any return request outside the above eligible categories will be reviewed by our team on a case-by-case basis at our discretion.

How to Request a Return

Contact our team by email as soon as you become aware of an issue — do not wait. Include the following in your email:

• Your order number
• Your postcode
• A clear description of the problem
• Photo evidence showing the issue

Email: support@westbids.co.uk

We aim to respond within 24 hours on working days. If your return is approved, we will confirm this by email and arrange next steps including collection.

Preparing Your Return

Once your return has been approved:

• Repack the items securely in the original packaging where possible
• Remove or cover any existing shipping labels on the outside of the parcel
• Do not book your own courier — we will arrange collection on your behalf
• Ensure someone is available at your premises during the agreed collection window. Missed collections may result in an additional charge
• We recommend photographing the parcel before it is collected as a record

We will provide a new shipping label via the collection courier. You do not need to print anything in advance.

Refunds

Refunds are processed once returned goods have been received and inspected at our Newcastle warehouse. Where a return has been approved and the customer prefers a refund over a replacement, the refund will be issued to the original payment method only.

Refunds typically clear within 2–3 working days depending on your bank or payment provider.

Shipping refunds for eligible delay cases can be requested and will be reviewed on the same day if the request is valid.

Refunds will not be issued for any reason if the issue has not been reported within 14 days of receiving your order.

Substitutes

On occasion, where a product is temporarily out of stock, our team may contact you to offer a suitable substitute before dispatch. Any agreed substitute is not eligible for return on the basis of being a different product to the one originally ordered. If you do not wish to accept a substitute, you may request a refund for that item before dispatch.