Refund & returns.

Damaged, defective, short, mis-picked or late? Tell us within 72 hours. Photos help. We refund, replace or credit at your choice — same week.

01 What this policy covers

This policy applies to all orders placed by approved trade accounts with Qazi Wholesalers Ltd. and shipped within the United Kingdom. It governs:

• Goods arriving damaged, defective, or in unsuitable condition;
• Pallet or carton shortages versus the dispatch note;
• Mis-picks (wrong SKU shipped);
• Late delivery beyond our 7-day service guarantee;
• Recalled or withdrawn product;
• Cancellation of an unfulfilled order.

This is a B2B (trade-to-trade) policy. Consumer-Contracts-Regulations distance-selling cooling-off rights do not apply.

02 Damaged or defective on arrival

Notify within 72 hours

You must inspect every consignment on delivery. If anything arrives damaged or defective, email your account manager (or qazi@qaziwholesalers.co.site) within 72 hours of the delivery timestamp. Include:

1. Your account name & invoice number;
2. SKU(s) affected and quantity;
3. Photos of the damage (carton, seal, and the unit itself);
4. Photos of the delivery paperwork if shortage is indicated.

Outcome

We will, at your option:

• Replace the affected units on the next outbound consignment (no extra carriage), or
• Credit your account for the full value of the affected units, applied to your next invoice, or
• Refund the value to your original payment method within 14 days.

You will not be asked to return damaged stock. We may ask you to retain damaged units for 7 days in case our carrier requests inspection.

03 Shortages

If a consignment arrives short — fewer units than the dispatch note — note the shortage with the carrier at delivery if possible, then notify us within 72 hours. We will replace the missing units on the next outbound consignment or credit the value, at your choice.

04 Mis-picks (wrong SKU)

If we ship the wrong SKU, email us within 7 working days. We will:

• Dispatch the correct SKU on the next outbound consignment;
• Collect the mis-picked stock at no cost to you;
• Or, if you would rather keep the mis-picked stock, credit you the difference where applicable.

05 Late delivery

We operate a 7-working-day delivery guarantee from dispatch confirmation, anywhere in mainland UK. If a consignment lands later than that:

• The delivery fee for that consignment is automatically refunded to your account.
• The goods themselves are still owed and will arrive — late delivery does not entitle cancellation of the order unless the goods are no longer wanted, in which case §6 applies.

Note: force majeure events (see Terms §12) suspend the guarantee for the duration of the event. We will notify you immediately if this happens.

06 Cancellation of unfulfilled orders

You may cancel any order, or any line within an order, at no cost, at any time before that order is picked at our depot. Once an order is picked it is committed; cancellation after picking may attract a 5% handling charge to cover restocking and any third-party logistics already incurred.

Once an order is dispatched it cannot be cancelled — but you may refuse delivery and we will then process a return under §7.

07 Returns of correctly-supplied stock

We do not generally accept returns of stock that was correctly ordered, correctly supplied, and arrived in good condition — the goods are intended for resale and we cannot re-distribute opened stock. However, in exceptional circumstances, we may accept a return at our discretion, subject to:

• Notification within 14 days of delivery;
• Stock returned unopened, in original outer cartons, with sufficient shelf-life remaining;
• A restocking fee of up to 15% of the line value, deducted from any refund or credit;
• Return carriage cost being borne by you, unless we agree otherwise.

Please contact your account manager before sending anything back. Returns without prior authorisation will be refused at the door.

08 Product recalls

If a manufacturer or regulator issues a recall affecting an SKU you have purchased from us, we will contact you within 24 hours of becoming aware. We will arrange collection of the recalled units at no cost to you and refund the full value paid, irrespective of how long ago the order was placed.

09 How refunds are paid

• Refunds default to account credit, applied to your next invoice.
• If you would prefer a refund to the original payment method, request it explicitly. These are processed within 14 calendar days of approval, typically faster.
• We do not refund to a different bank account from the one used to pay the original invoice (anti-fraud control).

10 What we cannot refund

• Stock you damaged, mishandled, or stored outside the manufacturer's stated conditions (e.g. heat-damaged confectionery left in a sunlit window).
• Stock past its on-shelf date because it sat in your stockroom rather than on display — manage your rotation.
• Stock affected by a change in your local consumer demand, regulation, or licensing — that's a commercial risk you carry.
• Stock sold on to a third party and returned by them to you.

11 Where this policy sits

This policy is incorporated into our Terms of Service. Where there is any conflict between this policy and our Terms, the Terms take precedence. Your statutory rights under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 are unaffected.

12 Disputes

If you and your account manager cannot agree on a remedy, escalate to qazi@qaziwholesalers.co.site. We respond within 4 working hours and aim to resolve within 5 working days.

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