1 · Notify within 7 days
Photograph the pallet and the affected cartons, note the damage on the delivery document, then send both to the sales desk with the order number.
Return policy
Claims, returns and damaged goods
Wholesale goods move in pallets, so the process is different from retail. This is how to report damage or shortage, what can come back, and how quickly you get a credit.
- Claim window
- 7 days
- Return window
- 30 days
- Restocking fee
- 10%
- Credit time
- 3 business days
2 · Assessment
We review the photographs against the inspection report from dispatch. Most claims are decided within two business days without goods coming back.
3 · Resolution
Verified transit damage is replaced on the next shipment or credited in full. Shortages are credited at invoice value, with freight refunded where the error is ours.
4 · Physical returns
Where goods must come back, we issue a return authorisation and the carrier instructions. Do not ship anything back before the authorisation is issued.
Conditions
What is returnable, and what is not
Stock lines, unopened
Returnable within 30 days of delivery in original cartons, at a 10% restocking fee plus carriage. Refund is issued after the goods are checked back in.
Stock lines, opened
Not returnable unless faulty. Faulty stock is replaced or credited in full, including the freight on the replacement.
Production runs and private label
Not returnable once the reference sample is approved, because the run cannot be resold. Faults against the approved specification are still covered.
Transit damage
Covered in full when reported within 7 days with photographs and a signed delivery note. Report after that window and the carrier's own time limit may have expired.
Freight terms and the Incoterm that governs risk transfer are set out on shipping & delivery.
Who pays return freight?
If the fault or shortage is ours, we pay. For a change-of-mind return on unopened stock, the buyer pays the carriage and the 10% restocking fee.
What if the goods do not match the approved sample?
That is a quality claim, not a return. Send photographs and we inspect against the sealed sample. Non-conforming goods are replaced or credited in full, including freight.
Can I cancel an order before dispatch?
Yes. Stock orders can be cancelled before dispatch with the 10% restocking fee. Production runs are cancellable until materials are cut; after that the deposit covers committed material.
How long does a credit take?
Credits are raised within three business days of approval and applied to the next invoice, or refunded to the original payment method within ten business days.
Reporting a problem with a delivery?
Send the order number and photographs through the contact form. Claims are assessed within two business days.