Customer Care
At Wuva, we’re here to make your experience simple and stress-free. On this page, you’ll find everything you need to manage your rental subscription. If you ever need extra help, you can contact our team using the options below.
General
What is Wuva?
What is Wuva?
Wuva is a marketplace for renting the products you need, when you need them. From family essentials to everyday items, our mission is to make access more convenient, affordable, and sustainable — helping people enjoy products for as long as they’re useful, without the burden of ownership.
Life changes quickly, and so do your needs. Wuva makes those transitions easy, letting you swap or return products as circumstances change. By keeping items in circulation, we reduce waste, lower costs, and help families and individuals live more flexibly.
As a Wuva member, you’ll enjoy:
- Rent only for the period you need. Every product is refurbished and reused, keeping resources in play and out of landfill.
- No large upfront spend for short-term use. With Wuva, you pay monthly for functionality, not ownership.
- Products are regularly serviced, tested, and maintained to give you complete peace of mind.
Why choose Wuva?
Why choose Wuva?
Life moves fast — so should your stuff.
Families grow, needs change, and what feels essential today might be forgotten tomorrow. Wuva makes it easy to access the products you need, only for as long as you need them — without the cost, clutter, or waste of ownership.
Better value, less waste
Why spend big on short-term products? With Wuva, you pay monthly for access, not ownership. When you’re done, items are refurbished and rehomed — giving them a longer life and reducing their environmental footprint.
Flexibility built in
From bikes and prams to everyday essentials, Wuva adapts as your needs change. Swap, return, or upgrade in just a few clicks, so your products always fit your life.
Trust and care
Every rental includes servicing, repairs cover, and support from our small, dedicated team. We take care of the hassle so you can focus on the moments that matter.
Where can I use Wuva?
Where can I use Wuva?
Wuva is available throughout England, Scotland, and Wales — wherever you are, we’ve got you covered.
Do you provide insurance?
Do you provide insurance?
Coverage depends on the product, so please check your rental contract or get in touch to confirm. We currently offer protection options that help limit what members pay for loss or damage, and we’re working on expanding our insurance offerings in the future.
What are the benefits of renting over buying?
What are the benefits of renting over buying?
At Wuva, we’re rethinking how people access the things they need. Instead of buying products and having them sit unused most of the time, you can enjoy the flexibility of using them only when you need them. Our subscription model lets you access high-quality items without the upfront cost, long-term commitment, or storage hassle.
When you’re done with a product, we’ll collect it, refurbish it, and make it available for the next member. This means fewer items are left gathering dust and more are kept in circulation, helping to reduce waste and make consumption more sustainable.
With Wuva, you get the freedom to try out different products, switch between options, and enjoy the benefits of access on your terms—all while contributing to a greener, more efficient system. No more cluttered homes or unused purchases—just convenient, flexible, and sustainable access to what you need, when you need it.
How do I make a complaint?
How do I make a complaint?
At Wuva, we take complaints seriously and are committed to handling them fairly, transparently, and efficiently. If you have any concerns about your service, here’s how you can get in touch:
Contact Us Directly
- By Email: Send us an email at hello@wuva.com. Please include as much detail as possible, such as your account information, the nature of your complaint, and what outcome you are seeking.
- By Live Chat: Reach out to our customer service team via Live Chat. Our agents are available Monday to Saturday, 8AM – 8 PM.
- In Writing: You can also write to us at:
Wuva Ltd, Kings House, 174 Hammersmith Rd, London W6 7JP
Include all relevant details to help us resolve your complaint quickly.
What Happens Next
- We will acknowledge your complaint within three business days of receiving it.
- A full investigation will be carried out, and we aim to provide a final response within eight weeks, in line with FCA guidelines.
- If we are unable to resolve your complaint within this timeframe, we will keep you informed of our progress.
Further Steps
- If you are unhappy with our final response, or if eight weeks have passed since you submitted your complaint, you can escalate it to the Financial Ombudsman Service (FOS).
- Website: https://www.financial-ombudsman.org.uk
Wuva is committed to ensuring your concerns are addressed promptly and fairly, in line with all regulatory guidelines.
How do I update my contact or payment details?
How do I update my contact or payment details?
Log in to your Wuva account on our website, then head to Account Settings to easily update your contact details and payment information.
How much does the subscription or rental cost?
How much does the subscription or rental cost?
The rental cost varies depending on the specific product you choose, with pricing determined by factors such as the item's value and maintenance requirements. Wuva provides flexible rental options designed to offer savings and suit different needs. Your only costs are the monthly rental payment plus delivery and return fees - there are no additional hidden charges.
The exact monthly rental fee for your chosen product will be clearly specified in your Rental Agreement Summary before you commit to the rental.
How does the minimum term work?
How does the minimum term work?
The minimum term works as follows:
- Rental Period: The rental starts when Wuva makes the product available to you and continues for the Minimum Rental Period, then rolls into monthly periods until terminated.
- Early Termination: You can end the agreement after the first four weeks by giving at least two weeks' notice.
- Early Exit Fee: If you terminate before the end of the Minimum Rental Period, you may have to pay an Early Exit Fee.
- Monthly Discount: If you commit to a Minimum Rental Period greater than one month, you may receive a "Monthly Discount" - a reduction in the standard monthly rental fee. This discount forms the basis for calculating any Early Exit Fee if you terminate early.
The specific Minimum Rental Period and any applicable Monthly Discount would be specified in your individual Rental Agreement Summary.
Do you require a soft credit check?
Do you require a soft credit check?
We conduct credit assessments for all new members as part of our verification process to ensure the security of our service and protect our community.
What type of credit check do we use?
We use soft credit checks, which are non-intrusive background checks that don't impact your credit score. These are routine checks that many companies perform regularly.
How does it work?
The process involves a quick review of publicly available credit data to verify your identity and assess your eligibility for our rental service.
Will it affect my credit score?
No - soft credit checks have no impact on your credit rating and won't appear on credit reports that other lenders can see.
Account Management
How do I access my account?
How do I access my account?
To access your Wuva account:
- Log In to your Wuva account using your registered email and password
- Click "Subscriptions" from your account dashboard
- View Your Rentals - you'll see all your active and cancelled subscriptions listed
From the Subscriptions section, you can:
- Monitor your current rentals
- View rental history
- Request returns for active subscriptions
- Check payment dates and amounts
- See any upcoming collection or delivery arrangements
If you've forgotten your login details, you can use the password reset option on the login page, or contact customer service for assistance accessing your account.
When will I be charged?
When will I be charged?
Subscriptions
For subscription rentals, your payment method works as follows:
- Initial Payment: Your first rental payment and is charged when your rental request is accepted
- Ongoing Payments: Your credit or debit card will be automatically charged monthly on the same date you first checked out
- Payment Method: All payments are collected through Wuva's electronic payment system
- No Manual Payments: You don't need to remember to pay each month - it's all handled automatically
One-Time Rentals
For one-time rentals, payment is simple:
- Single Payment: The full rental amount and any deposit are charged in one go at the point of checkout when you rent
- No Recurring Charges: There are no ongoing monthly payments to worry about
- Immediate Processing: Payment is taken immediately when you confirm your rental
How do I cancel my subscription?
How do I cancel my subscription?
Through Your Wuva Account:
- Log into your Wuva account online
- Request a return for your rented item
- You'll receive an email to arrange a convenient collection date
- Once we receive the item back in good condition, your subscription will be cancelled
Through Customer Service:
- Contact our customer service team who can assist with the cancellation process
Important Notes
- Notice Period: You must give at least two weeks' notice after the first four weeks of your rental
- Early Exit Fees: If you cancel before completing your Minimum Rental Period, an Early Exit Fee may apply
- Item Condition: Your subscription will only be cancelled once we've received and inspected the item to confirm it's in good condition
- Final Charges: Any outstanding rental payments, applicable fees, or charges for damage will still need to be paid
The cancellation process is designed to be straightforward - simply request the return through your account, arrange collection, and once we confirm the item is returned in good condition, your subscription ends.
Delivery & Return
When will my item be delivered?
When will my item be delivered?
Delivery Timeframes
Our standard delivery time is 3-5 days from when your rental request is confirmed. You can choose your preferred delivery date during the checkout process to ensure it works with your schedule.
Availability
While most items are readily available, some products may require additional time depending on stock levels and location. We'll let you know the expected delivery timeframe for your specific item before you complete your rental.
Rush Deliveries
Need your item sooner? Contact us and we'll do our best to expedite your delivery where possible.
Delivery Notifications
You'll receive updates throughout the process, including confirmation when your item is dispatched and tracking information so you know exactly when to expect delivery.
Which courier service do you use?
Which courier service do you use?
We use a range of courier services depending on the specific item being delivered. Different products may require specialised handling, packaging, or delivery methods, so we select the most appropriate courier partner for each rental to ensure your item arrives safely and on time.
Our courier selection is based on factors such as:
- The size and nature of the item
- Your delivery location
- The level of care required for the product
You'll receive tracking information and delivery updates regardless of which courier service is handling your delivery, so you'll always know when to expect your item.
Do you charge Delivery or Return?
Do you charge Delivery or Return?
In most cases, we don't charge for delivery - our standard delivery service is always free. However, we do offer premium delivery options for an additional cost, such as:
- Installation services
- Delivery to a specific room in your home
- Other specialised delivery requirements
Return Costs
Returns are free as long as you've had the item for longer than 3 months. If you return an item before the 3-month period, return fees may apply.
Premium Services
Our paid premium delivery options are designed to provide extra convenience and support when you need it. The standard delivery and return service covers the essentials at no extra cost, while premium options give you additional flexibility for a fee.
How do I return my product?
How do I return my product?
Through Your Wuva Account:
- Log into your Wuva account online
- Request a return for your rented item
- You'll receive an email with return instructions and next steps
- Once we receive the item back in good condition, your rental will be processed accordingly
Through Customer Service:
- Contact our customer service team who can assist with the return process
Return Method
Once we receive your return request, we'll arrange the most appropriate return method for your item and send you detailed instructions. This may include:
- A return label for postal drop-off
- Courier collection arranged at your convenience
Important Return Notes
- Always keep proof of postage when returning items
- Item Condition: Items must be returned in good condition
- Notice Period: You must give at least two weeks' notice after the first four weeks of your rental
- Early Exit Fees: If you're ending a subscription before completing your Minimum Rental Period, an Early Exit Fee may apply
- Final Charges: Any outstanding rental payments, applicable fees, or charges for damage will still need to be paid
Damage Loss & Left
What is your damage policy?
What is your damage policy?
Normal Wear and Tear
We understand that items will experience normal wear and tear through regular use, and we cover the costs of minor refurbishments and maintenance as part of our service.
Damage Beyond Normal Use
If an item sustains damage beyond what's considered typical use, you may be charged repair costs. For items that cannot be repaired, are lost, or stolen, charges may apply up to the full replacement value of the product.
Reporting Damage
If any damage occurs beyond normal wear and tear, please contact us immediately at hello@wuva.co.uk so we can assess the situation and determine the best course of action.
Preventing Damage
To help keep items in good condition and avoid unnecessary charges, we provide care instructions with each rental. Following these guidelines helps ensure the product remains in optimal condition throughout your rental period.
Assessment Process
Each case is evaluated individually based on the nature and extent of any damage, with charges reflecting the actual cost of repair or replacement as outlined in your rental agreement.
What should I do if my product is lost or stolen?
What should I do if my product is lost or stolen?
If your rented product is lost or stolen, you should take the following steps immediately:
- Report to Police: Contact the police and obtain a crime reference number
- Notify Wuva: Contact us immediately at hello@wuva.co.uk or through our live chat with your crime reference number
- Stop Using: Cease using the product immediately if it's been damaged
Wuva will take necessary steps to locate the item, but if it cannot be recovered, you may be responsible for paying charges up to the Reasonable Replacement Cost as specified in your rental agreement.
What happens if I accidentally damage my rented product?
What happens if I accidentally damage my rented product?
Normal Wear and Tear: We understand that items will experience normal wear and tear through regular use, and we cover the costs of minor refurbishments and maintenance as part of our service.
Accidental Damage: If an item sustains damage beyond normal use, you may be charged repair costs. Please contact us immediately at hello@wuva.co.uk so we can assess the situation and determine the best course of action.
Assessment Process: Each case is evaluated individually based on the nature and extent of any damage, with charges reflecting the actual cost of repair or replacement.
How much will I be charged if my product is lost, stolen, or damaged beyond repair?
How much will I be charged if my product is lost, stolen, or damaged beyond repair?
Replacement Costs: For items that are lost, stolen, or damaged beyond repair, you may be charged up to the Reasonable Replacement Cost of the product.
Fair Market Value: The Reasonable Replacement Cost is determined as the fair market value of the product at the time of loss or damage, taking into account the age, condition, and expected remaining useful life of the item.
Deposit Recovery: These charges may be partly or wholly recovered from any deposit you've paid.
Do you have tracking on your products?
Do you have tracking on your products?
Tracking Technology: Some of our products are fitted with tracking technology to help establish their location if they're reported lost or stolen. You will be informed if a product contains a tracker.
Recovery Efforts: We use this technology as part of our efforts to locate and recover missing items, but you remain responsible for the product while it's in your possession.
What if someone else damages or loses my rented product?
What if someone else damages or loses my rented product?
Your Responsibility: You remain fully responsible for the product during your rental period, including any damage or loss caused by family members, friends, or anyone else using the item with or without your permission.
Authorised Users: If you've received written permission from Wuva to add authorised users, you're still fully responsible for their use of the product and must ensure they comply with the rental agreement.
Insurance: We recommend checking your home insurance policy to see if it covers rental items in your possession.