Terms & Conditions

Customer Care Terms and Conditions: Return Policy

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Return Eligibility

1. Damaged or Faulty Goods:

   • If you receive an item that is damaged or faulty, you must notify us within 30 days of receipt to be eligible for a full refund or replacement. For issues reported after 30 days, we may offer a repair or replacement at our discretion, depending on the nature of the fault.

2. Incorrect Items:

   • If you receive an incorrect item, you must notify us within 14 days of receipt. We will arrange for the return of the incorrect product and dispatch the correct item at no additional cost. Notifications made after this period may not be processed.

3. Special Orders:

   • Special orders, including customized or non-standard items, can only be canceled, returned, or refunded within 72 hours from the date of order placement. After 72 hours, no changes, cancellations, returns, or refunds can be processed due to the nature of these items requiring specific import arrangements.

4. Sale Items:

   • Sale items can be returned within 48 hours from the date of delivery. Items must be unused, in their original packaging, and in resalable condition. Return shipping costs are the customer’s responsibility.

5. Normal Items:

   • Normal items can be returned within 14 days from the date of delivery. Items must be unused, in their original packaging, and in resalable condition. Return shipping costs are the customer’s responsibility.

6. Business Purchases:

   • Different terms apply to business customers. The standard return periods for change of mind do not apply. Business returns are subject to our discretion and must be pre-approved by our customer care team. Statutory rights under the Consumer Rights Act 2015 may not apply in the same way for business customers.

Return Process

1. Return Authorization:

   • Contact our customer care team to obtain a Return Merchandise Authorization (RMA) number before returning any product. Returns without an RMA number may not be processed.

2. Packaging and Condition:

   • All returned items must be securely packaged to avoid damage during transit and returned in their original packaging, including all accessories, manuals, and documentation. Returns not meeting these conditions may incur deductions to cover loss in value.

3. Refunds and Replacements:

   • Once we receive the returned item and confirm it meets our conditions, we will process your refund or replacement within 14 days. Refunds will be issued to the original payment method.

Exceptions and Exclusions

1. Non-Returnable Items:

   • Non-returnable items include perishable goods, personalized products, and items that have been used or altered. Items that are not in resalable condition or have missing components are also non-returnable.

2. Return Shipping Costs:

   • For returns due to incorrect purchases, the customer is responsible for return shipping costs. We recommend using a tracked service as we are not liable for items lost in transit.

3. Restocking Fees:

   • A restocking fee of up to 20% of the item’s value may apply for business purchases or large orders returned without valid cause.

2. Shipping Policy

Shipping Partners

1. Shipping Carriers:

   • We use Evri and Royal Mail for deliveries. The choice of carrier depends on the size, weight, and destination of your shipment.

Shipping Costs

1. Shipping Charges:

   • Customers are responsible for shipping costs unless the minimum threshold for free shipping is met.

2. Minimum Threshold for Free Shipping:

   • Free standard shipping is available on orders that meet or exceed £500. Orders below this threshold will incur standard shipping charges.

Shipping Timeframes

1. Processing Time:

   • Orders are typically processed within 1-2 business days. Processing times may vary during peak periods or due to unforeseen circumstances.

2. Delivery Time:

   • Delivery times depend on the chosen shipping method and destination. Estimated delivery times are provided at checkout and may be subject to change.

Tracking Your Order

1. Order Tracking:

   • You will receive a tracking number via email once your order has been dispatched. Use this number to monitor your shipment through the carrier's website.

Shipping Issues

1. Lost or Damaged Shipments:

   • For lost or damaged shipments, contact our support team immediately. We will work with the carrier to resolve the issue. No claims can be guaranteed if you have not opted for insurance when at Checkout

3. Legal Compliance

1. Consumer Rights Act 2015:

   • Our policies comply with the Consumer Rights Act 2015, ensuring products are as described, fit for purpose, and of satisfactory quality. Customers are entitled to a repair, replacement, or refund if products do not meet these standards within the legal timeframe.

2. Business Purchases:

   • Business customers may not have the same statutory rights as individual consumers. Business returns are subject to contractual terms rather than statutory consumer protections.

3. Amazon Sellers:

   • Amazon sellers or market distribution entities are not permitted to purchase products from our website or create accounts. This policy is in place to ensure pricing integrity and compliance with fair market practices under the Competition Act 1998 and the Consumer Protection from Unfair Trading Regulations 2008.

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By adhering to these terms and conditions, NK Wholesale ensures a fair and efficient process for returns, exchanges, and shipping. For questions or further details, please contact our customer care team at support@nkwholesalers.co.uk.

Thank you for choosing NK Wholesale.