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Import Supplies

Legal

Returns & Claims

Last updated: 23 May 2026

This page sets out how to report a problem with an order. It complements our terms of trade, which take precedence in case of conflict.

1. The short version

If something is wrong with what you received, call us within 24 hours of delivery on 0330 053 1714and send a photo. We’d rather hear from you direct than receive a long form. We’ll agree the right outcome in writing and act on it the same week.

2. What we cover

  • Transit damages — outer or inner cases damaged in transit.
  • Shortages — fewer cases delivered than the Order Confirmation lists.
  • Mis-picks — wrong SKU supplied against the Order Confirmation.
  • Date discrepancies — best-before on the case is shorter than the window we stated on the Order Confirmation.
  • Quality defects — sealed product unfit for sale where the cause is supply, not handling.

3. What we don’t cover

  • Change-of-mind returns — wholesale orders are not returnable for change of mind.
  • Damage caused after delivery or during your own handling.
  • Short-dated stock where the BBE window stated on the Order Confirmation has been met.
  • Goods where the original case packaging has been broken or relabelled by you.

4. The process

  1. Sign for the delivery as “subject to inspection” on the carrier’s note where you can’t check the full pallet at the door.
  2. Call us within 24 hours of delivery on 0330 053 1714 and send a photo by email to sarah@importsupplies.co.uk.
  3. Quote the Order Confirmation reference, the SKU(s) affected and the quantity.
  4. We’ll agree the right outcome with you in writing: credit note, replacement stock on the next order, or refund — your choice subject to availability.
  5. Where stock needs to be returned, we’ll arrange collection at our cost.

5. Recalls

If a manufacturer issues a recall on a lot we’ve supplied, we’ll contact every affected customer the same working day with the recall notice, the action we’re taking, and how a refund or replacement will be handled. Please act on recall notices promptly to protect your own customers.

6. Contact

Returns & claims: sarah@importsupplies.co.uk · 0330 053 1714.