Returns & Exchanges Policy

WRENCH TECH LTD | Returns, Replacements & Refund Information

Effective Date: November 12, 2026
Last Updated: November 12, 2026

1. Our Approach to Returns

At WRENCH TECH LTD, we want customers to feel confident when purchasing phone cases and mobile accessories from our online store.

We understand that an item may not always meet your expectations, a phone model may be selected incorrectly, or a product may arrive with an unexpected issue.

This Returns & Exchanges Policy explains how customers can request a return, exchange, replacement, or refund for products purchased through:

https://wrenchtech.org

Our aim is to provide a clear and reasonable process while respecting applicable consumer protection legislation.

This policy includes a voluntary returns arrangement and explains the statutory rights available to consumers.

Nothing in this policy limits or removes rights provided by applicable law.

2. Our 30-Day Returns Arrangement

WRENCH TECH LTD offers a 30-day voluntary return period for eligible products.

Customers may contact us to request a return within 30 calendar days of receiving their order.

To qualify under this voluntary arrangement, products should generally:

Be unused.
Remain in their original condition.
Be free from damage caused by handling or misuse.
Include original accessories and components.
Be returned with original packaging where reasonably possible.
Be accompanied by an order number or other proof of purchase.

Returns outside these conditions may be declined under our voluntary policy.

However, these conditions do not restrict statutory cancellation rights or legal remedies for faulty or misdescribed goods.

3. Your Legal Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing goods online generally have the right to cancel qualifying contracts without giving a reason.

For a typical single-item order, the cancellation period begins the day after the customer, or a nominated person other than the carrier, receives the goods and continues for 14 days.

Different timing rules may apply to orders delivered in multiple instalments.

To exercise this right, you must clearly inform us of your decision to cancel within the applicable cancellation period.

You may do so by emailing:

payment@wrenchtech.org

You do not need to provide a reason for exercising a valid statutory cancellation right.

Certain legal exceptions may apply to particular goods or circumstances.

4. Returning Goods After Cancellation

Once you have notified us of a qualifying statutory cancellation, you must generally send the goods back within 14 days of communicating your decision.

You should take reasonable care of the goods while they are in your possession.

You may inspect products to establish their nature, characteristics, and functioning, in a manner comparable to what would reasonably be permitted in a physical shop.

If handling goes beyond what is necessary for this purpose, a lawful deduction for diminished value may apply.

Opening packaging or inspecting a phone case does not automatically remove your statutory cancellation rights.

5. Starting a Return Request

To request a return, please follow the process below.

Step 1 – Contact Customer Support

Email payment@wrenchtech.org.

Step 2 – Identify Your Purchase

Include your order number and the email address used during checkout.

Step 3 – Explain Your Request

Tell us whether you would like to return an item, request an exchange, or report a product problem.

For a statutory cancellation, you only need to communicate a clear decision to cancel; a reason is not required.

Step 4 – Receive Return Instructions

We will provide the appropriate return information, including the designated return address where necessary.

Step 5 – Send the Product

Package the item appropriately and arrange its return within the applicable period.

Please retain proof of postage.

Contacting us for instructions does not extend a statutory return deadline. If you have exercised your legal cancellation right, you must return the goods within the legally applicable period.

6. Return Address Information

Our registered company address is provided for legal identification and business correspondence.

It is not necessarily the facility used to receive returned products.

Please contact us before sending a return to obtain the appropriate destination and instructions.

Our support email is:

payment@wrenchtech.org

Customers exercising statutory cancellation rights will be provided with the necessary return information in accordance with applicable law.

7. Returning a Phone Case Ordered for the Wrong Model

Selecting the correct phone model is essential when purchasing a phone case.

If you accidentally order a case for the wrong device, please contact us.

Under our voluntary 30-day policy, an unused and eligible item may be returned, subject to the applicable conditions.

Where the requested alternative is available, an exchange may also be considered.

Please provide:

Your order number
The phone model originally selected
The correct phone model required
The product name or design

We will review the available options.

Your statutory cancellation rights remain unaffected.

8. When a Product Does Not Fit as Described

If a phone case is advertised as compatible with your specific device but does not fit correctly, please contact us.

We may request relevant information to understand the issue, including the phone model, product variant, and photographs where helpful.

Where a product does not conform to its description or the purchase contract, we will provide the remedies required by applicable consumer law.

Such cases are not treated solely as voluntary change-of-mind returns.

9. Exchanges for Different Colours or Designs

If you prefer a different colour, finish, or design after receiving your order, you may contact us about an exchange.

Exchange availability depends on:

The condition of the original item
The eligibility of the return
Availability of the requested replacement
Any applicable price difference
Relevant delivery arrangements

We cannot guarantee that a particular replacement variant will be available.

Where a direct exchange cannot be arranged, we may discuss returning the original item and placing a new order.

10. Products Received in Damaged Condition

If your order arrives with a damaged product, please notify us.

To help us assess the issue, we recommend providing:

Order number
Product name
Description of the damage
Photographs of the product, where available
Photographs of the packaging, if relevant

Please retain the packaging where practical until the issue has been reviewed.

We will assess the circumstances and provide an appropriate remedy under applicable consumer law.

The absence of photographs does not automatically remove your statutory rights.

11. Incorrect Products or Missing Items

If the contents of your parcel differ from your confirmed order, please contact us.

Examples include:

A phone case for the wrong model
An incorrect colour or design
An accessory different from the one ordered
Missing products from the shipment
Incorrect quantities

We will review the order record and the information provided.

Where the mistake is our responsibility, we will arrange an appropriate correction, replacement, or refund in accordance with applicable law.

Customers will not be required to bear return costs that the law places on us.

12. Faulty Products and Consumer Rights

Products supplied to UK consumers must comply with the Consumer Rights Act 2015.

Goods must generally be:

Of satisfactory quality
Fit for purpose
As described

If a product fails to meet these requirements, you may be entitled to a statutory remedy.

Depending on the circumstances, remedies may include:

Short-Term Right to Reject

For qualifying faulty goods, consumers generally have a 30-day period in which to exercise the short-term right to reject.

Repair or Replacement

Where appropriate, a consumer may be entitled to repair or replacement at no additional cost, subject to applicable legal conditions.

Price Reduction or Final Right to Reject

Where repair or replacement is unsuccessful, unavailable, or otherwise subject to relevant statutory conditions, further remedies may apply.

The precise remedy depends on the circumstances and the applicable law.

Our voluntary return conditions do not override these rights.

13. Items That May Not Qualify for Voluntary Returns

Under our additional 30-day voluntary return arrangement, certain products may not qualify where they have been:

Used extensively
Damaged through misuse
Materially altered after delivery
Returned with missing essential components
Returned in a condition that prevents reasonable resale

This section applies to our voluntary return arrangement only.

It does not remove statutory cancellation rights or remedies for faulty, damaged, or misdescribed products.

Any statutory exception to cancellation rights will be applied only where legally permitted and properly disclosed.

14. Personalised or Custom-Made Products

If our website offers goods made to a customer’s specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply to those particular goods.

Any applicable exception should be identified before purchase.

A product is not automatically exempt merely because the customer selects a standard colour, phone model, or available variant.

Customers retain their statutory rights if personalised goods are faulty or do not conform to the contract.

15. Return Shipping Responsibilities

Responsibility for return postage depends on the reason for the return.

Change-of-Mind Returns

For qualifying statutory cancellations, customers may be responsible for the direct cost of returning goods where this was properly disclosed before purchase.

Under our voluntary 30-day arrangement, customers are generally responsible for return shipping unless otherwise agreed.

Faulty or Incorrect Products

Where products are faulty, incorrectly supplied, or otherwise do not conform to the contract, we will meet our legal obligations concerning reasonable return costs.

We recommend retaining proof of postage for returned items.

16. Packaging Returned Products

Please package returned goods carefully to reduce the risk of damage during transport.

Where available, we recommend using:

Suitable protective packaging
Original product packaging
A secure outer mailing package
An appropriate shipping service

For voluntary returns, the item’s condition may affect eligibility.

For statutory cancellations, packaging requirements will not be applied in a way that unlawfully removes your rights.

17. Return Tracking and Proof of Postage

We recommend choosing a delivery service that provides proof of postage or tracking where practical.

This can help confirm that a parcel has been sent and assist in resolving delivery enquiries.

Please retain the relevant documentation until the return has been completed.

For statutory cancellations, evidence that the goods have been sent back may be relevant to the refund timetable.

18. Refunds for Voluntary Returns

Once a voluntary return has been received and assessed, we aim to process an approved refund within 5–10 business days.

This is our intended processing timeframe for eligible voluntary returns.

The time required for the funds to appear in your account may depend on your bank or payment service provider.

Statutory refunds will always be handled within the applicable legal deadlines.

19. Statutory Cancellation Refund Deadlines

Where a customer validly cancels a qualifying distance contract, we will refund payments as required by law.

For returned goods, we must generally issue the refund within 14 days after receiving the goods back or receiving evidence that they have been sent back, whichever occurs first.

Where goods have not been supplied, the applicable deadline is generally 14 days after we are informed of the cancellation.

We will use the original payment method unless the customer expressly agrees otherwise.

No fee will be charged for issuing a statutory cancellation refund.

20. Original Delivery Charges

For a qualifying statutory cancellation, we will refund the cost of the least expensive standard delivery method offered for the order, where required by law.

If a customer selected a more expensive delivery service, such as express shipping, the additional amount above standard delivery may not be refundable.

For voluntary returns outside the statutory cancellation period, original shipping charges are generally not refunded unless otherwise agreed or required by law.

21. Refunds to the Original Payment Method

Refunds will normally be issued through the payment method used for the original transaction.

Depending on the payment service, this may involve a refund to a debit card, credit card, or another supported payment method.

We cannot guarantee the exact date on which a bank or payment provider will display the funds.

If you have concerns about a refund, please contact us with your order number.

22. Partial Returns

If you purchase multiple items and wish to return only some of them, please identify the products concerned in your request.

For eligible voluntary returns, refunds will normally relate to the returned items.

For statutory cancellations involving only part of an order, the applicable refund and delivery-charge treatment will depend on the circumstances and relevant legal requirements.

Please contact us if you need clarification about a partial return.

23. Promotional Purchases

Products purchased during a promotion or sale remain subject to applicable consumer rights.

Discounted products are not automatically excluded from statutory cancellation or faulty-goods remedies.

For voluntary returns, any refund will generally reflect the amount actually paid for the relevant product, subject to applicable promotional terms and legal requirements.

Where a promotion includes specific conditions, these should be disclosed before purchase.

24. Refused or Undeliverable Parcels

If a parcel is refused or cannot be delivered, please contact us.

We will review the circumstances and explain the available options.

A refused or returned parcel does not automatically constitute a valid statutory cancellation notice in every situation.

If you wish to cancel an order, we recommend clearly communicating your decision to us by email.

Any refund or additional shipping costs will be assessed in accordance with the purchase contract and applicable consumer law.

25. Return Requests Outside the Voluntary Period

If more than 30 days have passed since delivery, a change-of-mind return may fall outside our voluntary return arrangement.

However, customers may still have statutory rights where a product is faulty, not as described, or otherwise fails to meet legal requirements.

Please contact us if you believe a product has developed a fault.

We will review the circumstances and provide information about the applicable remedies.

26. How to Report a Refund Problem

If you have been informed that a refund has been issued but the funds have not appeared, please check with your payment provider or bank.

Processing times may vary.

If the expected processing period has passed, contact:

payment@wrenchtech.org

Please include:

Order number
Name used for the purchase
Date of the refund notification
Brief description of the issue

Do not send full card details or other sensitive payment credentials.

27. Customer Support and Response Times

Our customer support team can assist with return requests, exchange enquiries, and refund questions.

Email: payment@wrenchtech.org

Telephone: +44 7360252774

Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM (UK Time)

Expected Email Response Time: 1–2 business days

These are our intended service arrangements. Complex enquiries may require additional investigation.

Statutory rights and deadlines are not affected by customer service response targets.

28. Relationship With Other Store Policies

This Returns & Exchanges Policy should be read together with our:

Terms of Service
Shipping Policy
Payment Policy
Privacy Policy
Frequently Asked Questions

If there is any inconsistency between a voluntary policy condition and mandatory consumer protection legislation, the applicable legal requirement will take precedence.