Returns, Claims & Compensation Policy

Paid items that cannot be procured

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.

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.

Eligibility

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.

Resolution Methods

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.

Remedy Handling

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.

Return coordination

If you need to return goods, contact us first with your order number to obtain the recipient and address for that return. We will arrange a receiving location suited to the goods; bulky items require separate receiving and delivery arrangements. The registered and operating address shown on this website is not a default return destination. Please ship to the address confirmed for your return. This logistics coordination does not require prior approval to exercise a statutory right of withdrawal and must not prevent a return within the applicable legal time limit. For consumer sales, the return procedure, return costs and other legally required information will be disclosed before purchase.

Claim Review Process

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 purchases

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.

Where EU distance-selling rules apply, consumers generally have 14 days from receipt of goods to notify withdrawal without giving a reason, and a further 14 days to return them. Notify us by an unambiguous statement including your name, order reference, goods concerned and contact details. An approval decision is not required to exercise this right. The rules include exceptions, such as goods made to the consumer’s specifications or clearly personalized; any applicable exception must be disclosed before purchase.

For a valid EU withdrawal, reimbursement includes the standard outbound delivery cost and is due within 14 days of notice, using the original payment method unless another method is expressly agreed without extra cost. The seller may withhold reimbursement until the goods or evidence of return are received. Consumers bear direct return costs only when informed before purchase; the cost or estimate for goods that cannot normally be returned by post must also be disclosed. Additional express-delivery costs and loss of value caused by handling beyond what is necessary to check the goods may be treated as the law allows.

Withdrawal and defective-goods remedies are separate. Where EU rules apply, consumers generally have at least a two-year legal guarantee for non-conforming goods, with repair or replacement free of charge and price reduction or termination/refund in the circumstances prescribed by law. A future-order credit requires agreement and cannot be imposed instead of a statutory remedy.

Contact

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.

[email protected]