Returns & Refunds Policy

Returns & Refunds Policy

You may exchange most of our products in their new, unopened condition within 30 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.


1. Our goods

We supply physical and digital goods.

2. Read instructions

Please carefully read and follow all instructions that come with our goods. For example, any documents that help you use our goods.

3. Un-returnable goods

We supply certain goods that you cannot return to us as they are:

  • perishable;
  • books;
  • electronic vouchers or
  • of a nature that prevents them from being returned, such as our online cooking courses.

Perishable goods include everything under our food and drinks category, and we are unable to refund or exchange items. If, however, your perishables have arrived damaged or expired we will replace or refund them when we are at fault.

4. Advance orders

If you order the goods in advance, we may charge you a reasonable deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed upon delivery date.

5. Custom goods

If you ask us to provide you with custom goods, we may charge you any deposit or the full amount for the goods. You may not cancel an order for custom goods prior to delivery, unless we allow this at our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.

6. Cooling-off period for electronic transactions

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

Certain goods by reason of their nature cannot be returned during the cooling-off period, such as eBooks, eMagazines, or electronic vouchers. If you have any problems with these types of digital goods, please contact us within seven days of the date on which you purchased the goods. We will do our best to resolve the problem. We will revoke access to our online cooking course if you cancel an electronic transaction in terms of section 44 of the ECT Act.

This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered from a foreign country.

6.1. Return of goods in terms of cooling-off period

You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.

7. Returns within 30 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund. Please log a return on our website.

8. Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better) by logging a return on our website.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

  • Please do not remove the product from its original packaging or any of the stickers or labels.
  • Notify us as immediately and we will collect the product from you at no charge.

We will at your choosing:

  • deliver the correct item to you as soon as possible (if available); or
  • send you a voucher for the purchase price of the product; or
  • issue a refund (using the same method of payment you originally used for the purchase).
    • Please note that a refund is not available if the item was received as a gift.

9. Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by logging a return on our website.

We will require the following information to assess where in the delivery process the damage may have occurred:

  • photograph of the outer box (including whether it has a Fragile sticker or not);
  • photograph of the inside of the box, including the inner packaging; and
  • photograph of the damaged item.

If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  • replace the product (if available); or
  • issue a refund voucher for the purchase price of the product or
  • issue a refund (using the same method of payment you originally used for the purchase).
    • Please note that a refund is not available if the item was received as a gift.

10. How to return an item

There are different methods of returning an item. These methods are further explained in the returns portal:

  • You may request to drop off the item at your nearest Postnet. There is no cost associated with this. Our Customer Support team will be in touch to confirm the details.
  • You may drop off the item at our head office or retail stores. There is no cost associated with this.
  • You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.

11. How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

Contact Us 

Bronsens Hillside, Albion Street, Chipping Norton, Oxfordshire, England, OX7 5BH

sales@thewholesalerukltd.com

Phone Number: 074 049 338 06