Legal & Compliance

Return & Refund Policy

We operate primarily as a B2B international trading company. Returns are handled based on contract terms, Incoterms®, and product type.

1. Eligibility for Returns

Returns may be accepted if:

  • Goods are defective on arrival.
  • Goods do not match the confirmed specification.
  • Damage occurred prior to risk transfer under agreed Incoterms.
2. Non-Returnable Items

Unless defective, returns are generally not accepted for:

  • Perishable FMCG items.
  • Sealed hygiene goods once opened.
  • Custom/private-label production.
  • Regulated pharma products (unless legally permitted).
  • Clearance or special-price lots.
3. Reporting Window

Clients must notify us in writing within 7 calendar days of receipt (or per contract) with:

  • Photos/videos of the issue.
  • Batch/lot numbers.
  • Packing and delivery references.
4. Resolution Options

Subject to assessment, we may offer:

  • Replacement shipment.
  • Credit note.
  • Partial refund.
  • Repair/spare parts (machinery).
5. Return Shipping
Return logistics will be agreed case-by-case. If the issue is confirmed as our responsibility, we will coordinate or reimburse reasonable return costs.
No Unauthorised Returns
Do not return goods without written approval and a return reference number. Unauthorised returns may be rejected at the warehouse.

UK consumer return rules apply only where a sale is legally classified as consumer retail.