Returns policy

1. Check your delivery on arrival

Please check the carton count against the delivery note before signing for a consignment. If pallets or cartons look damaged, sign for them as damaged — that note is what allows us to claim against the carrier on your behalf.

2. Shortages, mis-picks and transit damage

Report any shortage, incorrect item or transit damage within 3 working days of delivery, quoting your order number and including photographs of the affected goods and the outer packaging. We will replace or credit the affected lines at our cost.

3. Faulty goods

Manufacturing faults can be reported within 30 days of delivery. Send us the SKU, batch details from the carton label, the quantity affected and photographs showing the fault. Approved claims are replaced on your next order or credited against your account — your choice.

Where a fault affects a whole batch we may ask you to quarantine the remaining stock so we can arrange collection and investigate with the manufacturer.

4. Unwanted stock

We understand a line does not always sell through. Unwanted stock can be returned within 14 days of delivery provided that it is:

• unopened and in the original outer cases;
• in full cases — we cannot accept part-cases;
• free of retailer price stickers, labels or security tags; and
• agreed with us in writing before it is sent back.

Returns of unwanted stock are subject to a restocking charge of 15% of the invoice value, and carriage back to us is at your cost. This is a commercial policy for trade buyers and is separate from consumer distance-selling rights, which do not apply to business-to-business sales.

5. What we cannot accept back

• Goods made, printed or packed to your specification.
• Part-cases, or cases opened beyond a reasonable inspection.
• Stock returned without prior written agreement.
• Goods damaged after delivery through storage or handling.

6. How to start a return

Email sales@totalwholesale.org with your order number, the SKUs and quantities affected, and photographs where relevant. We will respond with a returns reference and instructions. Please do not send goods back before you have that reference — unreferenced returns cannot be matched to your account.

7. Credits and refunds

Approved credits are issued to your account within 5 working days of the goods being received and checked, and are offset against your next invoice by default. If you would rather have the money back to your original payment method, tell us when you raise the return.

8. Your resale obligations

As a trade buyer you remain responsible for compliance in the market you resell into, including labelling, safety marking and any local certification. Nothing in this policy affects your statutory rights under the Sale of Goods legislation applicable to business contracts.

9. Contact

Questions about this policy? Email sales@totalwholesale.org, call 07417428724, or use the contact page. See also our terms and conditions.