Refund policy

Return & Refund Policy

Last updated: 5 April 2026

At The Wok House, we want you to be completely satisfied with your purchase. If you are not happy with your order, you may return it in accordance with this policy.

1. Return Period

You have 30 days from the date of delivery to request a return. The same window applies to international orders, including the United States (USA). To be eligible, items must be:

• In their original, unused condition.
• In the original packaging, with all tags and labels attached.
• Accompanied by proof of purchase (order confirmation email or receipt).

2. How to Request a Return

To initiate a return, please contact us at info@the-wok-house.co.uk or call +44 7888 396 427 with:

• Your order number.
• The item(s) you wish to return.
• The reason for the return.

We will provide you with return instructions and, where applicable, a return address.

3. Return Shipping

• Change of mind: the customer is responsible for the cost of return shipping. We recommend using a tracked postal service, as we cannot be held responsible for items lost in transit.
• Defective or incorrect items: we will cover the return shipping cost. Please contact us before sending the item back.

4. Refund Processing

Once we receive and inspect your returned item, we will notify you by email. If the return is approved:

• Your refund will be processed within 10 business days.
• The refund will be issued to your original payment method.
• Please allow additional time for your bank or payment provider to process the refund (typically 5–10 business days depending on your provider).

5. Exclusions

The following items are not eligible for return or refund:

• Personalised or custom-made items.
• Perishable goods.
• Hygiene-sensitive items that have been opened or unsealed.
• Items not in their original condition (damaged, altered, or missing parts not due to our error).

6. Defective or Damaged Items

If you receive an item that is defective, damaged, or not as described, please contact us within 30 days of delivery. We will arrange a free return and offer you the choice of:

• A full refund.
• A replacement item (subject to availability).

7. Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please return the original item for a refund and place a new order.

8. Late or Missing Refunds

If you have not received your refund within the timeframe stated above:

• Check your bank account or payment provider.
• Contact your bank — there is often a processing period before a refund is posted.
• If you still have not received your refund, please contact us at info@the-wok-house.co.uk.

9. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund as provided by law.

10. Contact

For any return or refund enquiry, please contact us:

The Wok House
101 Chatsworth Rd, London NW2 4BH, United Kingdom
Email: info@the-wok-house.co.uk
Phone: +44 7888 396 427
Hours: Monday to Friday, 8am to 6pm (London time)
Response within 24 business hours.