Return Policy
Returns and Order Finality
All sales are conducted on a business-to-business (B2B) basis. The statutory right of withdrawal (cooling-off period) applicable to consumers does not apply. Orders placed by the Buyer are final and binding, except as expressly provided in these Terms.
Orders may not be cancelled, modified, or suspended after submission without the Seller’s prior written consent.
Inspection of Goods and Claims
The Buyer is responsible for inspecting all goods immediately upon delivery. Any claim relating to damaged, defective, missing, or incorrectly supplied products must be submitted in writing within 5 business days of delivery, together with supporting evidence, including photographs where applicable.
Failure to notify the Seller within this period shall constitute acceptance of the goods and waiver of any related claims.
Damaged, Defective, or Incorrect Items
If the Seller determines that a claim is valid, the Seller may, at its sole discretion:
- replace the affected products;
- issue a credit note;
- issue store credit; or
- provide a refund for the affected items.
The Seller reserves the right to inspect, recover, or request return of the affected goods prior to processing any claim.
Return Authorization
No returns will be accepted without the Seller’s prior written authorization.
Approved returns must:
- be unused, unopened, undamaged, and in original resalable condition;
- include all original packaging, labels, and documentation; and
- be returned within the timeframe specified by the Seller.
The Seller reserves the right to refuse any return that does not comply with these conditions.
Non-Returnable Items
Unless defective or incorrectly supplied, the following items are non-returnable:
- food and beverage products;
- hygiene and sanitary products;
- customized, personalized, or special-order items;
- opened consumables;
- products sold in bulk, case quantities, or opened multipacks;
- clearance, discounted, or discontinued items; and
- any product designated as non-returnable at the time of sale.
Return Shipping Costs
Unless the return results from the Seller’s verified error or a confirmed product defect, the Buyer is responsible for all return shipping costs, insurance costs, and risks associated with the return shipment.
Restocking Fee
Approved returns that are not due to Seller error may be subject to a restocking fee of up to 25% of the invoiced value of the returned products.
Delivery, Title, and Risk
Risk of loss and damage to the goods passes to the Buyer upon delivery to the Buyer’s designated delivery address or upon handover of the goods to the carrier, whichever occurs first.
Title to the goods shall remain with the Seller until full payment has been received.
Limitation of Liability
To the maximum extent permitted by applicable law, the Seller shall not be liable for any indirect, incidental, special, punitive, or consequential damages, including but not limited to loss of profit, loss of revenue, loss of business, or operational interruption arising from the sale, delivery, use, or inability to use the products.
Force Majeure
The Seller shall not be liable for any delay or failure to perform resulting from causes beyond its reasonable control, including but not limited to supply shortages, transportation disruptions, labor disputes, strikes, natural disasters, governmental actions, pandemics, or other force majeure events.
Exclusive Remedies
The remedies expressly set out in this Return Policy constitute the Buyer’s sole and exclusive remedies with respect to returned goods, defective products, delivery discrepancies, or related claims.