Draft pending legal review. Highlighted placeholders still need to be filled in and confirmed by a solicitor.
Last updated 28 September 2026
Refund & Claims
This is a business-to-business sourcing desk, so there is no consumer returns window here. What there is instead: a written process for goods that arrive short, wrong or faulty. It works better for both sides than arguing about it after the container is unpacked.
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1. What we cover
Short shipment against the packing list or the order confirmation.
Goods that do not match the confirmed specification — wrong product, wrong size, wrong colour, wrong print.
Manufacturing defects that fall outside the tolerance agreed for that product, including defects that only appear in use rather than on inspection.
2. What we do not cover
Change of mind, an order placed against a specification you later changed, or a product that simply did not sell as well as hoped.
Damage that happened after risk passed to you under the agreed Incoterm. If the Incoterm is EXW or FOB, that includes transit — which is exactly why the packed volume and weight are given to you before you commit, and why we tell you to insure the shipment.
Cosmetic variation that falls inside the tolerance stated in the order confirmation. Hand-finished and natural-material products vary; the tolerance is where we draw the line, and it is written down before production.
3. The window for raising a claim
Tell us within CLAIMS WINDOW of delivery, in writing, with the details below. Shipping damage that is visible from outside the carton must be noted with the carrier at delivery as well — that note is what makes the carrier claim possible.
We treat a late claim honestly rather than dismissing it on a technicality. But the longer the gap, the harder it is to establish what happened at the factory, and there is a point past which we cannot.
4. How to raise one
Send, in one message: the order or invoice number; the affected quantity against the total; photos of the goods, the carton label and the packing list; and a short description of the fault.
Where the fault is not visible in a photo, we may ask you to return a sample unit so the factory can inspect it. Return freight on an accepted claim is ours; on a rejected one it is yours.
5. What happens next
We acknowledge the claim, send it to the factory and come back with a position in writing. Inside the window above, our target is CLAIM RESPONSE TIME.
The resolution is one of: replacement units on the next available production run, a credit against a future order, or a refund of the affected value. Which one depends on whether the fault is repeatable and whether you still need the goods. We agree it with you rather than picking for you.
6. If we got it wrong before it shipped
If inspection finds a problem before the goods leave, we tell you and hold the shipment. That is the cheapest possible moment to discover a fault, and it is the main reason we would rather inspect than promise.
7. Consumers
We sell to businesses. If you are a consumer, this page does not remove any statutory right you have, and EU or UK consumer law overrides it where it applies. Our terms are written for trade buyers, so a consumer buying from us should ask us in writing how the statutory rights apply.
8. Governing terms
This page forms part of the Terms of Sale. Where the two conflict on a claim, this page governs for the claim itself.
