If you experience a problem with your order we will endeavour to correct the mistake as soon as possible as our Customers Satisfaction is always our number one priority. We always advise Customers to contact us direct in the first instance with any supply queries so we can advise how best to proceed. We may then ask you to deal directly with the Manufacturers as generally we find that your query can be dealt with quicker by doing so. Any returns are subject to our Returns Policy as below and this does not affect your Consumer Rights:
Business to Business Sales
(a) The Seller is under no obligation to accept return of goods supplied and credit the Buyer accordingly except in the following circumstances:- (i) Goods received as being damaged in transit will be replaced with an undamaged item - goods must be signed for as damaged on receipt, and must be reported within 24 hours (ii) Goods returned pursuant to a request by the Seller following a complaint of quality of goods made under Clause 6 of our General Terms and Conditions - detailed information must be supplied in writing and the claim must be agreed in advance by the Manufacturers. (iii) Where in the Seller's opinion the goods delivered do not meet the description of the goods agreed between the Seller and the Buyer when the order was placed.
Goods generally not required after receipt cannot be returned for a credit unless agreed by the Seller, and in turn their Suppliers. The Seller must be notified in writing within 24 hours of receipt of the goods. All goods must be returned within 7 days, unused, in the original unopened packaging and in a re-saleable as new condition. In all circumstances the prior agreement of the Seller must be received by the Buyer prior to the return of goods. Goods deemed faulty from the date of delivery will either be replaced or repaired under normal warranty conditions.
(b) The Seller reserves the right to make a charge for the return of goods including a restocking fee which in many cases can be in excess of 20% of the selling price (please contact us for details prior to returning goods).
(c) Goods are to be returned at the buyer's expense
Please Note Exceptions: Due to Health and Safety reasons, we are not able to accept the return of any food or drink items or items which are shown as 'Special Order' items that are non-returnable and non-cancellable once an order has been placed.
Business to non Business (Consumer) Sales
Your rights are as with Business to Business Sales as above, except you have increased protection including: You have a cancellation period of fourteen working days starting from the day after you receive the goods and a full refund (including standard delivery charges) will be paid as soon as possible but at least within 30 days of cancellation subject to: (i) You have the right to open the packaging and inspect the product but NOT to use it. Any goods must be returned in the entire packaging intact and we will NOT accept any items back that have been used in any way or if packaging is damaged, have labels or writing attached and cannot be used or resold as new. (ii) The item has to be returned to us within 14 days. If the item is reported as faulty within the 14 days, you will have to arrange to have it sent back to us for inspection at your costs and if found to be faulty we will reimburse all reasonable delivery costs.
If the item is not found to be faulty you will be a charged to have the item returned to you. We can organise collection, especially when it is a large item, but again if found not to be faulty you will incur the carriage cost for the goods to be returned.