Refund policy

Last updated: 6 October 2026

Thank you for shopping at Woonliva. Below you will find everything you need to know about cancelling an order, returns, exchanges and refunds. Nothing in this policy affects your statutory rights as a consumer in the United Kingdom.

1. Key Information

Return window: 90 days from delivery (our voluntary returns policy)
Accepted condition: New and slightly used items, for both defective and non-defective products
Return method: By mail - a free prepaid return label is included in your package
Statutory right to cancel: 14 days from delivery (Consumer Contracts Regulations 2013)
Restocking fee: None
Return shipping (change of mind): Free - use the prepaid return label included in your package
Return shipping (faulty, damaged or incorrect item): Free - paid by us
Refund method: Original payment method (Visa, Mastercard, American Express, Apple Pay and Google Pay)
Refund issued: Within 5 days (Monday to Friday) of receiving your return, and never later than 14 days; your bank may take a further 3 - 5 days (Monday to Friday)
Exchanges: Accepted, subject to availability

2. Your Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods. If your order is delivered in several parts, the period runs from the day you receive the last part.

To exercise the right to cancel, you must inform us (Woonliva, 16 The Pasture, Crawley RH10 7AN, United Kingdom, e-mail contact@woonliva.com, phone +44 7446 315650) of your decision to cancel this contract by a clear statement (for example a letter sent by post or an e-mail). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired.

Effects of cancellation: we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and not later than 14 days after the day we are informed of your decision to cancel. We will make the reimbursement using the same means of payment as you used (Visa, Mastercard, American Express, Apple Pay and Google Pay) and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

You must send back the goods, or hand them to our collection courier, without undue delay and in any event not later than 14 days from the day you tell us about your cancellation. We bear the cost of returning the goods: a free prepaid return label is included in your package, and for goods that cannot normally be returned by post (garden sheds, log cabins, large barbecues, gym machines, climbing frames, ride-on mowers and snow blowers) the same free label covers a courier collection that we book for you at no cost. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning - for example, a mower or snow blower that has been fuelled and used, or a shed that has been assembled and fixed to a base.

Your right to cancel is unconditional - it does not require our approval, original packaging or attached labels.

Model cancellation form

To: Woonliva, 16 The Pasture, Crawley RH10 7AN, United Kingdom, contact@woonliva.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________

[*] Delete as appropriate.

3. Our Voluntary 90-Day Returns Policy

In addition to your 14-day right to cancel, you may return any item within 90 days of delivery for a full refund of the product price - free return shipping and no restocking fees. We accept returns of new and slightly used items, whether or not they are defective. Items should be complete with all parts, accessories, keys, manuals and chargers, and packed securely (in the original packaging where possible). Please drain any fuel from petrol machines before they are collected, so they can be transported safely.

These conditions apply only to our voluntary 90-day returns policy - your statutory rights are not affected.

4. How to Start a Return

E-mail contact@woonliva.com or call +44 7446 315650 with your order number and the item(s) you want to return.
We reply within 24 hours (Monday to Friday) to confirm your return. Use the free prepaid return label included in your package; for a large item we book the free courier collection for you.
Pack the item securely. Large items go back on a pallet, as they arrived.
Attach the prepaid label and post the parcel, or hand the pallet to our collection courier. Keep your proof of postage until your refund appears.

Please contact us before sending anything back so we can match your return to your order quickly.

5. Return Shipping Costs

Returns are free. Every package includes a free prepaid return label, which you use to send the item back by mail; for pallet items the same label covers a courier collection that we book at no cost to you. This applies to change-of-mind returns, cancellations, exchanges and faulty, damaged or incorrect items alike. There is no restocking fee.

6. Refunds

Once your return arrives we inspect it and e-mail you. Refunds are issued to your original payment method (Visa, Mastercard, American Express, Apple Pay and Google Pay) within 5 days (Monday to Friday) of receiving the goods, and never later than 14 days after we receive them. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit. When you cancel a whole order under your statutory right, the original standard delivery charge (free on every Woonliva order) is included.

7. Exchanges

Want a different size, colour or model? Contact us within 90 days of delivery. We reserve the replacement, you return the original item, and we dispatch the exchange as soon as the return is on its way. If the new item costs more, we send a secure payment link for the difference; if it costs less, we refund the difference to your original payment method.

8. Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement. Nothing in this policy affects these statutory rights.

If your item arrives damaged or develops a fault, e-mail contact@woonliva.com with your order number and photos. We cover all return and collection costs for faulty, damaged or incorrect items and never charge a restocking fee.

9. Items That Cannot Be Returned

Every product we sell can be returned under our 90-day returns policy, new or slightly used, defective or not. The only items we cannot take back are opened consumables that cannot be transported safely, such as fuel and engine oil; this never affects your rights for faulty goods.

10. Complaints and Dispute Resolution

If you are unhappy with anything, please contact our customer service first - we resolve most issues within a few days. If we cannot resolve your complaint, you may refer it to the relevant Alternative Dispute Resolution scheme or use the small claims track of the county court. Nothing in these terms restricts your statutory rights.