Returns and order issues
Tell us before you send anything back. Eligibility depends on the product, the supplier, and the quote you accepted.
- 01
Report it
Contact support as soon as you can, and within any window stated on your quote.
- 02
Send the details
Include the order number, how many pieces are affected, and photos of the damage, defect, or wrong item.
- 03
Wait for the review
We check the product, supplier, shipment, and agreed terms, then confirm what we can do.
- 04
Follow the instructions
Do not ship goods back until you have a return address and written approval.
What we can review
We can usually look at a case when goods:
- arrive damaged;
- are materially different from the accepted quote;
- are defective; or
- were supplied in error.
Keep items unused, with original packaging and accessories, unless the problem only showed up on a reasonable inspection.
What may not be returnable
Custom-made goods, opened hygiene-sensitive products, perishable goods, and items damaged after delivery may not be returnable. Supplier terms on your accepted quote also apply.
If we approve a case, the outcome may be a replacement, repair, credit, or refund. We will say who pays for collection or return shipping before anything moves.
Damage in transit
Note visible damage on the delivery record if you can, keep the packaging, and photograph both the parcel and the goods. That helps us separate product issues from transport claims.