Dispute Resolution

At WayDIY, customer satisfaction is at the heart of what we do. While we aim to ensure every order arrives as expected, we understand that issues may sometimes occur. This page outlines how disputes are handled fairly and efficiently.

1. Contact Us First

If you have any concerns about your order — whether it’s missing items, damage, or a product not matching your expectations — please contact us directly:

📞 Phone: +44 752 946 92 63
📧 Email: Contact@waydiy.com

We kindly ask that you contact us before opening a case with your payment provider. In most cases, we can resolve the matter quickly.

2. Resolution Process

  • Step 1: Acknowledgment – Once we receive your dispute request, we will acknowledge it within 2 business days.

  • Step 2: Investigation – We review your order, delivery records, and any evidence you provide (such as photos of damaged items).

  • Step 3: Outcome – We will propose a solution, which may include:

    • Replacement of the item

    • Partial or full refund

    • Store credit for a future order

3. Fairness & Transparency

  • We handle all disputes in line with our Refund Policy and Shipping Policy.

  • If an item is proven defective or damaged on arrival, WayDIY will cover return or replacement costs.

  • If an item was used, damaged by misuse, or returned outside of the eligible window, we may not be able to provide a refund.

4. Escalation

If we cannot reach a mutual resolution, customers have the right to escalate the dispute through their payment provider (e.g., credit card company, PayPal). We will fully cooperate with the investigation.

For UK and EU customers, you may also seek mediation through the Online Dispute Resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr/

5. Governing Law

All disputes are governed by the laws of the United Kingdom. By purchasing from WayDIY, you agree to these terms of resolution.

📞 We’re Here to Help
Our priority is to resolve any issue quickly and fairly so you can shop with confidence. If you experience a problem with your order, please reach out to us — we’re always happy to help.