Introduction
We review quality problems, shortages, transit damage and goods that differ from the agreed specification. The route depends on whether we are the seller or a procurement agent, the order stage, evidence and applicable law. A carrier claim is not a universal prerequisite to a claim against the seller.
Responsibility follows the actual contract and applicable law. Acting as seller and acting only as procurement agent have different obligations, which must be identified before the order. A supplier’s refusal to compensate does not by itself release the seller from its obligations. Nothing in these terms excludes mandatory consumer rights or liability that cannot lawfully be excluded.
Resolution Mechanism
We review the order, specifications and supplier or carrier response. Depending on our contractual role, we may arrange rework or replacement, assist a supplier claim, or agree a monetary settlement or other lawful remedy. If a refund or other remedy is legally due, it does not depend on the factory voluntarily reimbursing us.
Commercial credit or compensation through a later order is used only by written agreement. A customer is not required to place another order to pursue an existing claim. Bank details, timing and any lawful allocation of transfer costs are confirmed for an agreed settlement; this does not permit deductions from a refund that the law requires to be made without charge.
If a paid retail item cannot be procured, we will notify you and ask how you wish to proceed. With your approval, the corresponding funds can be used for a different or similar product, or applied to the order’s confirmed freight charges. After any adjustments you authorize, you choose whether the remaining unused amount is refunded as money or retained for your next purchase. We do not automatically substitute products, apply freight credits or retain unused funds. You do not have to accept a substitute, freight credit or future-order credit as a condition of receiving a refund you are entitled to.
Admissible Evidence
Report shortages, damage or specification mismatches promptly, with the order reference and available evidence. Commercial inspection and notification periods must be agreed in writing; this website does not impose a universal seven-day cutoff. Latent defects and mandatory consumer rights are not extinguished by a short inspection period. See the returns and claims policy for the review process.
Contact us promptly with the order reference, affected items and quantities, and available photos, videos or packaging evidence. Preserve the goods and packaging where reasonable. Tell us if the goods have not shipped so that rework, replacement or replenishment can be considered before dispatch. Evidence requests must be proportionate and do not override statutory rights.
Your Rights
We will communicate the proposed resolution in writing. Keep the order correspondence and settlement record. Unresolved claims may still be pursued through remedies available under the contract and applicable law; contacting us does not waive them.
Personal-use retail customers retain the consumer rights applicable to their purchase. Commercial procurement exclusions and negotiated inspection windows do not override those rights. Use our contact details for a withdrawal notice, defect claim or order question; no company registration is required.
Dispute Filing
For personal-use purchases, returns or claims, email us with the product or order reference and destination. You do not need to complete the business sourcing form.