Shipping, Ordered-In Stock & Returns
This policy applies exclusively to orders placed by approved trade customers purchasing wholly for business purposes.
Shipping
Availability and estimated delivery times will be confirmed when we provide your quotation or order confirmation. In-stock goods are normally dispatched after cleared payment unless written credit terms have been agreed.
Delivery dates are estimates unless we expressly confirm a fixed deadline in writing. Tracking information will be provided when available.
Ordered-In Stock and Deposits
Most of our stock is supplied on an ordered-in basis and sourced specifically against confirmed customer orders. A deposit will therefore normally be required before we reserve stock or place an order with our supplier.
The required deposit, estimated lead time and remaining balance will be confirmed before the order is accepted. Once we have committed to the purchase with our supplier, the deposit becomes non-refundable if the customer:
Cancels or changes their mind;
No longer requires the products;
Has over ordered or cannot resell the products; or
Chooses not to continue waiting while the order remains within the stated delivery estimate.
International sourcing, freight, customs clearance and supplier availability can occasionally cause delays. Estimated arrival dates are therefore not guaranteed, and a deposit will not be refunded solely because an estimated date changes.
If a delay becomes substantial, we will provide an updated estimate and reasonable final delivery date. If we cannot supply the undelivered goods by that final date, the customer may cancel the affected part of the order and receive a refund of the corresponding payments, including the related deposit.
Change-of-Mind Returns
As all transactions are business-to-business wholesale sales, we do not accept returns because a customer has changed their mind, ordered incorrectly, no longer requires the products or has been unable to resell them.
Customers are responsible for reviewing all product details, quantities, prices and estimated lead times before confirming an order.
Missing, Damaged or Incorrect Stock
Customers must inspect every delivery promptly. Visible damage, missing quantities or incorrect products should be reported in writing within 48 hours of delivery. Any issue that could not reasonably have been identified during the initial inspection must be reported promptly after discovery.
Claims should include:
The relevant invoice or order number;
The affected product and quantity;
Clear photographs of the goods and packaging; and
Photographs showing the condition of the shipment upon arrival.
The products and original packaging must be retained until the claim has been reviewed. Goods must not be returned or disposed of without our written authorisation.
Where a claim is accepted, we will provide an appropriate replacement, credit note or refund for the affected goods. Refunds will not ordinarily be issued for unaffected products within the same order.
Nothing in this policy excludes any rights or remedies that cannot lawfully be excluded in a business-to-business contract.