Last updated: September 2026
1. Basis of sale
Wholesale lots are sold on the basis of the grade, category mix, packing and inspection conditions stated in the quotation and pro forma invoice. Because mixed lots vary naturally, normal variation in styles, sizes, colours and brand appearance is not a defect.
As a business-to-business supplier, we do not offer consumer-style returns or cancellation rights.
2. What a claim can cover
- Shortage against the packing list.
- A grade or category clearly different from the one described in the quotation.
- Wet, contaminated or damaged packing identified on arrival.
- Transport damage or loss, where cover applies.
3. What a claim cannot cover
- Resale performance or local market demand.
- Brand names or percentages that were not written into the quotation.
- Size ratios, colours or seasonal mix within the stated ranges.
- Retail tags or packaging where the quotation stated these are not guaranteed.
- Delays, duties, taxes or inspection costs at the destination.
4. How to submit a claim
Keep the goods and packing available and unaltered until the claim is assessed.
- Write to us within the claim window stated in your sales agreement, quoting the shipment or invoice reference.
- Describe the problem and the quantity affected.
- Attach clear photographs or video of the packing, seals, labels and the goods concerned.
- For transport damage, include the signed delivery document showing the remark made on arrival.
5. How claims are assessed
We compare the evidence with the quotation, the packing list, the pre-shipment photographs and any inspection report. Where a third party is involved, such as a carrier, insurer or inspection agent, their assessment forms part of the review. We confirm the outcome in writing.
6. Remedies
Remedies are agreed case by case, are limited to the value of the affected goods and are confirmed in writing. Goods are returned to Europe only where we have asked for this in writing.
- Replacement of the affected quantity in a later shipment.
- A credit against a future order.
- A partial refund, where no replacement is practical.