Wholesale orders are checked against the approved sample before dispatch. This is how claims will be handled once ordering opens.
Ordering and shipping are not open yet, so no returns or claims are being processed at this stage. The policy below describes how claims will be handled once ordering opens.
Inspection on arrival
Please inspect the cartons on arrival and report any shortage, damage or specification deviation within 30 days of receipt, with photos and the affected quantities.
Quality claims
- Specification deviation — if the goods differ from the approved sample or the confirmed specification, we replace them, credit the value, or refund it.
- Dead-on-arrival units — a documented failure rate within the agreed limit is credited or replaced with the next order.
- Transit damage — reported with the carrier's damage report and photos; we assist the claim and supply replacement units at cost where the packaging was at fault.
Returns
Bulk returns are arranged by agreement — shipping goods back is often not economical, so defective quantities are normally settled by credit or replacement. Return freight for goods returned at the buyer's request is paid by the buyer.
Exclusions
- Damage caused by incorrect use, unauthorised repair or modification
- Normal wear, or units used outside the stated IP rating
- Goods stored in unsuitable conditions for more than 6 months before inspection