Returns and Claims Policy

DYTP Wholesale (company number [company number], VAT number [VAT number]), registered office [registered address], email [email protected].

1. Scope

1.1 This policy explains how trade customers of DYTP Wholesale ([registered address], [email protected]) make a claim for damage, shortage or faulty goods and how returns are handled. It forms part of our Terms of Sale, which take priority if there is any conflict.

1.2 We sell to businesses only. There is no general right to return goods that are correct and undamaged, and consumer cancellation rights do not apply.

2. Damage and shortage claims

2.1 Inspect the goods when they are delivered or collected. Count pallets and parcels against the delivery note, and note any shortfall or visible damage on the note before signing.

2.2 Report any shortage, damage, or goods that do not match the order to [email protected] within 3 working days of delivery or collection. Working days are Monday to Friday excluding bank holidays in England and Wales.

2.3 Your report must include the invoice or order number, a description of the problem and the quantity affected, and clear photographs showing the goods, the packaging and, for pallet deliveries, the pallet with its wrapping and label. Photographs taken before the pallet is broken down are the most useful.

2.4 Keep the goods and their packaging until we have confirmed how the claim will be settled. We may ask to inspect the goods or arrange their collection.

2.5 Claims made after the 3 working day period, or without the information above, cannot normally be accepted, because we are unable to pursue the carrier or establish the condition of the goods on delivery.

2.6 For approximate quantities in mixed lots and pallets, a shortfall of up to 5% is within the tolerance described in the Terms of Sale and is not a shortage.

2.7 We aim to respond to a claim within 2 working days of receiving all the information and to settle an accepted claim within 10 working days.

2.8 For an order placed online you may raise a claim by replying to the order confirmation email or from the order page on your trade account, as well as by emailing [email protected]. Whichever route you use, the same 3 working day period and the same information in clause 2.3 apply, and quoting the order reference keeps the claim with the order.

3. How claims are settled

3.1 Where a claim is accepted we will, at our option, replace the affected goods where we have equivalent stock, refund the price paid for the affected goods, or issue a credit note against the invoice or your account.

3.2 Credit notes show the invoice they relate to and the goods credited, and are applied to your account for credit customers or refunded to the original payment method for pay-on-order customers.

3.3 Where goods were damaged in transit we will pursue the carrier ourselves; you do not need to deal with the carrier.

4. Returns by agreement only

4.1 Goods that are correct, undamaged and as described may be returned only if we have agreed to the return in writing before the goods are sent back. Goods returned without agreement will be refused or held at your cost.

4.2 To ask for a return, email [email protected] with the invoice number, the goods and quantity you want to return and the reason. We will tell you whether we can accept the return and on what terms.

4.3 Agreed returns must be sent back in the condition they were supplied, in the original packaging where practical, and within the period we state. You are responsible for the cost and risk of the return carriage unless we have agreed otherwise or the return is because of our error.

4.4 Goods that have been used, repackaged, relabelled, split from their original packs or mixed with other stock cannot be returned.

5. Restocking

5.1 Where we agree to accept a return of goods that are not faulty and were correctly supplied, we may make a restocking charge to cover handling, inspection and the reduced value of the goods. The charge is agreed with you at the time the return is agreed and is deducted from the credit note.

5.2 Any delivery charge on the original order is not refunded.

6. Faulty goods

6.1 If goods are found to be faulty after delivery in a way that could not reasonably have been found on inspection, tell us as soon as you find the fault, with the invoice number, a description and photographs. Late reporting may reduce or prevent a claim, and no claim can be made once the goods have been resold, altered or used beyond what was needed to find the fault.

6.2 Where the quote or invoice expressly described the goods as graded, returned, damaged, untested or as-seen, they were sold on the basis of that description. A condition consistent with that description is not a fault.

6.3 Where a fault is accepted we will, at our option, replace the goods, arrange a repair where practical, refund the price paid for the faulty goods, or issue a credit note. Our liability is limited as set out in the Terms of Sale.

6.4 Where a manufacturer's warranty applies we will help you make a claim under it so far as we are able.

7. Our errors

7.1 If we have supplied the wrong goods or the wrong quantity, tell us within 3 working days and we will collect the wrong goods at our cost and supply the correct goods or issue a credit note. Please do not use or resell goods you know to have been supplied in error.

8. Credit notes

8.1 Credit notes are issued in writing, quote the invoice they relate to and show VAT separately.

8.2 A credit note reduces the amount due on the invoice it relates to. Where the invoice has already been paid, the credit is set against your next invoice for credit accounts or refunded within 10 working days for pay-on-order accounts.

8.3 Credit notes cannot be exchanged for cash and are not transferable to another customer.

9. Questions

9.1 Questions about claims and returns can be sent to [email protected].