Return & Refund Policy
Last updated: January 2026
At Direct Wholesale Ltd, we want our customers to receive their orders in good condition and as described.
Because we supply a wide range of FMCG products, including food, confectionery, beverages, personal care and household products, certain products may be subject to specific return restrictions for health, safety, hygiene or product-quality reasons.
This policy explains when returns, replacements and refunds may be available.
1. Our Returns Policy
If you receive an item that is:
Damaged
Incorrect
Faulty
Missing from your order
Significantly different from the product ordered
please contact us as soon as possible after delivery.
We will review the issue and, where appropriate, offer a replacement, refund or other suitable resolution.
2. Damaged Products
Please inspect your order when it arrives.
If products have been damaged during delivery, please notify us as soon as reasonably possible.
Where possible, please provide:
Your order number
Details of the damaged products
Photographs showing the damage
Photographs of the packaging where relevant
This information helps us investigate the issue with our delivery partner or supplier.
Where a product is confirmed to have been damaged before or during delivery, we may offer a replacement or refund.
3. Incorrect Products
If you receive products that are different from those ordered, please contact us promptly.
We may arrange for the incorrect products to be returned and, where appropriate, send the correct products or issue a refund.
We will cover reasonable return arrangements where the error was made by us.
4. Faulty or Defective Products
If a product is faulty or defective, please contact us with details of the issue.
We may request photographs, batch information, product details or other information needed to investigate the claim.
Depending on the circumstances, we may provide a replacement, refund or another appropriate remedy.
5. Food, Drinks and Perishable Products
For food, confectionery, beverages and other products that may be affected by hygiene, safety, storage or shelf-life considerations, we generally cannot accept returns simply because you have changed your mind once the products have been delivered.
This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.
Products should be stored in accordance with the manufacturer’s instructions.
We cannot accept responsibility for deterioration caused by incorrect storage after delivery.
6. Unwanted or Change-of-Mind Returns
For eligible non-perishable products purchased online by consumers, statutory cancellation rights may apply.
However, certain products may be excluded from cancellation rights under applicable UK law, including goods that are liable to deteriorate or expire quickly and certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
Where a statutory cancellation right applies, you may cancel your order within the applicable cancellation period.
Products must generally be returned in accordance with the applicable legal requirements and in an appropriate condition.
7. Business and Wholesale Orders
Many of our customers purchase products for business, resale or commercial purposes.
Business-to-business orders may be subject to different contractual terms from consumer purchases.
For wholesale or commercial orders, please review the terms agreed at the time of purchase or contact our team before returning products.
We may not accept returns of correctly supplied wholesale goods solely because they are no longer required, unless this has been agreed with us in advance.
8. Products Ordered in Error
If you have ordered the wrong product, quantity or variation, please contact us as soon as possible.
If your order has not yet been dispatched, we may be able to amend or cancel it.
Once an order has been dispatched or delivered, any return will be subject to the applicable terms and legal rights.
For wholesale orders, please contact us before arranging a return.
9. How to Request a Return
To request a return, please contact us:
Email: [INSERT CONTACT EMAIL]
Please include:
Your name or company name
Order number
Product name
Quantity affected
Reason for the return
Photographs where relevant
Please do not send products back without contacting us first.
We may provide return instructions where a return is required.
10. Return Shipping
Where the product is damaged, faulty, incorrect or otherwise our responsibility, we will generally arrange or reimburse reasonable return costs where appropriate.
Where a return is requested for another reason, including certain change-of-mind returns, return costs may be the customer’s responsibility where permitted by law.
11. Refunds
Where a refund is approved, we will normally issue it using the original payment method where possible.
The time taken for the refund to appear in your account may depend on your bank or payment provider.
Where applicable, refunds will be made in accordance with your statutory rights.
12. Partial Refunds
In certain circumstances, we may offer a partial refund where:
Only part of an order is affected
Some products are damaged
A product has a minor issue that does not justify a full refund
Another remedy has been agreed with the customer
Any partial refund will be agreed based on the circumstances of the case.
13. Missing Items
If an item appears to be missing from your delivery, please contact us promptly with your order number and details of the missing product.
We will investigate the order and delivery records.
Where an item was incorrectly omitted from the order, we may arrange a replacement or refund.
14. Refunds for Cancelled Orders
If you cancel an eligible order in accordance with your statutory cancellation rights, we will process the refund in accordance with applicable UK law.
Where applicable, we may wait until returned goods have been received or you provide evidence that they have been returned before processing the relevant refund.
15. Exceptions
We reserve the right to refuse a return where:
The product has been used or damaged after delivery by the customer
The product has been improperly stored
The product has been altered or tampered with
The product is returned without prior agreement where prior authorisation is required
The return does not comply with applicable legal or contractual requirements
Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.
16. Your Statutory Rights
This policy does not affect your statutory rights.
Where UK consumer protection legislation gives you rights in relation to faulty, misdescribed or unsuitable goods, those rights continue to apply.
For business customers, contractual terms may apply depending on the nature of the transaction.
17. Contact Us
If you have a question about a return, replacement or refund, please contact us:
Direct Wholesale Ltd
Website: directwholesaleltd.co.uk
Last updated: January 2026