We supply businesses. That means most of this policy is a commercial agreement between us rather than a consumer right — but we would still rather credit a case than argue about one. Nothing here reduces the statutory rights of anyone buying as a consumer.
1. Who this policy applies to
Orders placed on a trade account are business-to-business supplies. The Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 do not apply to them, and the 14-day distance-selling cancellation right does not arise. Sections 2 to 8 set out what we offer instead. Section 9 covers the position if you are buying as a consumer.
2. Check the consignment on arrival
Count the cases against the packing note before you sign for the delivery.
- Visible damage or a short count: sign the carrier's note as "damaged" or "short" and tell us within 3 working days. A clean signature makes a carrier claim much harder to win.
- Concealed damage: report within 3 working days of delivery with photographs of the outer carton, the inner packing and the affected units.
- Pallet deliveries: photograph the wrapped pallet before it is broken down if anything looks disturbed.
Keep the packaging until the claim is settled. We may ask the carrier to inspect it.
3. Breakages and shortages
Glass, ceramics and glazed stoneware are packed in fitted foam or moulded pulp. If units still arrive broken:
- Send photographs of the carton and the contents. We do not ask you to post breakages back.
- We replace the affected units on the next dispatch or credit them to your account, at your choice.
- Shortages against the packing note are credited or picked and sent carriage-free within two working days.
4. Faulty or misdescribed lines
Goods are supplied as described in the line sheet and are expected to be of satisfactory quality and fit for retail. If a line is faulty, mislabelled, or does not match the specification we published:
- Tell us within 30 days of delivery. Latent manufacturing faults are considered for six months.
- We collect at our cost, or issue a returns label, and then replace or credit in full — including the original carriage.
- Whole affected batches are recalled and credited if the fault is systematic. You do not have to sell through a bad batch.
5. Change-of-mind and over-ordering
There is no automatic right to return trade stock you simply did not sell, but we do take it back on these terms:
- Tell us within 14 days of delivery and get a returns authorisation before sending anything.
- Cases must be unopened, unlabelled, undamaged and in the original outer. Split cases and price-gunned stock cannot be resold and are not accepted.
- Return carriage is at your cost, and a restocking charge of 15% applies to authorised change-of-mind returns.
- Credit is issued against your account within 14 days of the stock arriving back and being checked in.
Seasonal lines returned after 1 November, private label runs, bespoke assortments and any line made to your specification are non-returnable, because we cannot resell them.
6. Cancelling an order before dispatch
Nothing is picked until you approve the proforma, so an order can be cancelled or amended free of charge at any point before dispatch. Once a consignment has left the unit it falls under sections 3 to 5. Private label and bespoke production is committed once artwork is signed off and cannot be cancelled after that point.
7. How to raise a claim
- Email {{EMAIL}} with your account name, invoice or order number, the SKUs and case counts, and photographs where the claim is damage.
- We reply with a claim reference and, where stock is coming back, a returns authorisation and address the same working day.
- Pack authorised returns in the original outer with the authorisation number written on the label.
- Send them to {{LEGAL_ADDRESS}} and keep proof of despatch.
Credits appear on your account and are offset against the next invoice, or refunded to your original payment method on request.
8. Title, risk and unpaid invoices
Risk passes to you on delivery. Title stays with us until the invoice is paid in full. While stock is unpaid it must be stored so that it remains identifiable and resaleable, and we may ask for it back. Claims under this policy do not entitle you to withhold payment on unrelated invoices.
9. If you are buying as a consumer
We supply trade only, and orders placed by consumers are normally cancelled and refunded. If we nonetheless supply someone buying outside a business, the statutory rights apply in full and override everything above:
- 14 days to cancel from receipt of the goods under the Consumer Contracts Regulations 2013, with a further 14 days to send them back and a refund within 14 days of their return, including standard outbound delivery.
- 30 days to reject faulty goods for a full refund under the Consumer Rights Act 2015, then repair or replacement, and we pay return postage on anything faulty.
- The cancellation right does not apply to personalised or bespoke items, or to sealed candle and diffuser sets once the seal is broken.
- No restocking charge is applied to a consumer cancellation.
10. Contact
Questions about a claim or a return? Email {{EMAIL}}, call {{PHONE}}, or write to {{LEGAL_ADDRESS}}. The trade desk replies within one working day.