Refund policy

Eligibility for Returns

As a wholesale supplier, we operate a strict returns policy. Returns will only be accepted under the following conditions:

  1. The goods are faulty or damaged upon delivery.
  2. There has been an error on our part with the order (e.g., incorrect items supplied).

We do not accept returns for:

  • Change of mind or unsold stock.
  • Custom or bespoke orders.
  • Products that have been used, opened, or are not in their original condition and packaging.

Reporting Faulty or Damaged Goods

If you receive goods that are faulty, damaged, or incorrect:

  1. Contact our customer service team at [email@example.com] within 48 hours of receiving your order.
  2. Provide the following details:
    • Order number
    • Description of the issue
    • Clear photographs of the affected goods and packaging.

Important: Please do not dispose of any items before contacting us, as we may require them to be returned or inspected.

Returns Process

  1. Approval: Once we review your claim, we will confirm whether the return is approved. Approved returns will receive a Returns Authorisation Number (RAN).

  2. Return Goods:

    • Return items must be sent within 7 working days of receiving the RAN.
    • All goods must be returned in their original packaging, unused, and in a resalable condition (where applicable).
    • We will provide instructions for arranging collection or return shipping.

  3. Inspection: Upon receipt, all returned items will be inspected to verify the claim.

Refunds & Replacements

  • If the return is approved, we will offer one of the following solutions:

    • A replacement of the damaged or incorrect goods.
    • A credit note for the value of the returned items.
    • A refund to your original payment method (only in exceptional circumstances).

  • Refunds or replacements will be processed within 7 working days of receiving and verifying the returned goods.

Note: Shipping charges are non-refundable unless the return is due to our error or the goods are faulty.

Return Shipping Costs

  • If the return is due to our error (e.g., incorrect or faulty items), we will cover the cost of return shipping.
  • If the return is not due to our error, return shipping costs will be the customer’s responsibility.

Non-Returnable Items

The following items cannot be returned:

  • Bespoke or custom-made products.
  • Perishable or time-sensitive goods.
  • Products that have been used or altered after delivery.

Contact Us

For all returns-related queries, please contact our team:

  • Email: info@donaldcooke.co.uk
  • Phone: 0114 2693901
  • Business Hours: Monday- Friday 8am - 5:15pm