Returns & Refunds

Returns & Refunds Policy

At B2B Warehouse, we want our customers to be satisfied with their purchases. We aim to supply quality products and provide a straightforward service.

Our returns policy is designed to cover both business customers purchasing wholesale or in bulk and individual customers.

1. Business-to-Business (B2B) Returns

For orders placed by businesses, retailers, wholesalers, tradespeople and resellers for commercial purposes, the following conditions apply:

  • Returns are not automatically accepted for unwanted items or changes of mind.

  • Customers must contact us within 7 days of receiving their order if they wish to request a return.

  • All return requests must be approved by B2B Warehouse before goods are sent back.

  • Approved returns must be unused, unopened and in their original packaging, unless otherwise agreed.

  • Return postage and any associated costs for unwanted goods are the responsibility of the customer.

  • We reserve the right to refuse discretionary returns where the goods do not meet the above conditions.

Returns requested outside these conditions may be considered at our discretion.

These conditions do not affect any rights or remedies a business customer may have under applicable law.

2. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or differs from what you ordered, please contact us as soon as possible.

We ask customers to:

  • Notify us within 48 hours of receiving the goods where possible.

  • Provide their order number and details of the issue.

  • Include photographs of any visible damage or incorrect items where applicable.

We will investigate the issue and arrange an appropriate solution, which may include a replacement, repair, refund or other remedy depending on the circumstances and applicable legal rights.

Where goods are confirmed to be faulty, damaged in transit or incorrectly supplied, we will cover reasonable return costs where we are responsible for the issue.

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded.

3. Consumer Returns

Although B2B Warehouse primarily caters for business and wholesale customers, we also welcome individual customers.

If you purchase products as a consumer rather than for business purposes, you may have additional legal rights.

For eligible online consumer purchases, you generally have 14 days from the day after receiving your goods to notify us that you wish to cancel your order.

You then generally have a further 14 days to return the goods.

Some exceptions apply, including certain personalised, perishable or sealed hygiene products once unsealed.

Where a consumer exercises their statutory cancellation rights, refunds will be processed in accordance with applicable legislation.

This section does not restrict your statutory rights.

4. Items We Cannot Normally Accept for Change-of-Mind Returns

Unless required by law or agreed otherwise, we cannot normally accept discretionary returns for:

  • Products that have been opened, used or installed.

  • Products that are damaged after delivery due to customer handling.

  • Items returned without prior authorisation.

  • Products that are not in their original condition or packaging.

  • Specially ordered or bespoke products.

This does not affect your statutory rights in relation to faulty or incorrectly described goods.

5. Refunds

Once an authorised return has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will normally be issued using the original payment method.

Processing times may vary depending on your payment provider or bank.

Where a refund is legally required, we will process it within the applicable statutory timeframe.

6. How to Request a Return

To request a return or report a problem with an order, please contact our team with the following information:

  • Your name or business name.

  • Order number.

  • Product details.

  • Reason for the return.

  • Photographs where relevant.

Please do not send goods back before receiving confirmation and return instructions from our team.

7. Contact Us

For all returns, refunds and order-related enquiries, please contact:

B2B Warehouse

Email: sales@b2bwarehouse.co.uk

Website: www.b2bwarehouse.co.uk

We will aim to respond to all enquiries as quickly as possible.

B2B Warehouse – Bulk Buying Made Simple.

This policy does not affect any statutory rights you may have under applicable UK consumer or commercial law.