Refund, Returns & Pre-Order Policy

This Refund, Returns & Pre-Order Policy applies to purchases made from Sensory Solution Wholesale Ltd (“we”, “us” or “our”).

Our website is intended for business and trade customers purchasing wholly or mainly for business purposes. By placing an order, you confirm that you are acting in the course of a business and not as a consumer.

If you are purchasing as a consumer, please contact us before placing an order, as different statutory rights may apply.

1. Goods and Change-of-Mind Returns

As a business-to-business supplier, we do not provide an automatic right to return goods simply because a customer has changed their mind, ordered the incorrect product or no longer requires the goods.

However, at our discretion, we may accept a request to return unwanted goods provided that:

• you contact us within 7 calendar days of delivery;
• we approve the return before the goods are sent back;
• the goods are unused, undamaged and suitable for resale;
• all original packaging, labels, tags, accessories and components are present; and
• you provide your order number or other satisfactory proof of purchase.

Approval of a return request does not mean that the returned goods have been finally accepted. We reserve the right to inspect returned goods before issuing any credit.

Goods returned without prior authorisation may be refused and returned to the customer at the customer's expense.

Return Costs

Unless the goods are faulty, damaged, incorrectly supplied or otherwise required to be returned at our expense by law, the customer is responsible for the cost and risk of returning the goods to us.

Returns should be sent to:

Sensory Solution Wholesale Ltd
Unit D2, Rear of London House
Thames Road
Crayford
Kent
DA1 4SL

We recommend using a tracked and adequately insured delivery service. We are not responsible for customer returns that are lost or damaged before reaching us.

2. Store Credit 

Our normal remedy will be store credit rather than a cash refund.

The credit will be calculated after any applicable restocking charge and may be applied against future purchases from us.

Store credit:

• has no cash value;
• cannot ordinarily be exchanged for cash;
• is non-transferable between customer accounts unless we agree otherwise; and
• does not affect any remedy that cannot lawfully be excluded or restricted.

This section applies to discretionary unwanted returns and missing items and does not remove any rights or remedies available in relation to faulty, misdescribed or otherwise non-conforming goods.

3. Restocking Charge

Approved unwanted or change-of-mind returns may be subject to a restocking charge of up to 25% of the value of the returned goods.

The charge reflects costs that may be incurred in receiving, inspecting, handling, administration, repackaging and returning stock to saleable inventory.

We will not apply the restocking charge where doing so would be contrary to applicable law, including where goods have been returned because they were faulty, damaged on delivery, incorrectly supplied or otherwise in breach of our contractual obligations.

4. Damaged, Faulty, Missing or Incorrect Goods

4.1 Inspection of Goods

The Customer must inspect all Goods immediately upon delivery and, in any event, before the Goods are used, sold, supplied to a third party, displayed for sale, altered, labelled, repackaged or otherwise distributed.

The Customer is responsible for ensuring that the quantity, description, condition and identity of the Goods supplied correspond with the order and delivery documentation.

4.2 Seven-Day Notification Requirement

Any claim that Goods:

• were damaged on delivery;

• are faulty or defective;

• are missing from the delivery;

• have been supplied in an incorrect quantity;

• are not the Goods ordered; or

• have otherwise been supplied incorrectly,

must be notified to Sensory Solution Wholesale Ltd in writing by email to info@sensorysw.uk within 7 calendar days of the date of delivery.

Subject to clause 4.3 and to the fullest extent permitted by law, failure to notify us within this 7-day period shall constitute acceptance of the Goods in respect of defects, shortages, damage or discrepancies which were, or ought reasonably to have been, apparent upon inspection, and we shall have no contractual liability in respect of such a claim.

Notification to a member of staff verbally, by telephone, WhatsApp, social media or through any other communication method shall not constitute valid notification for the purposes of this clause unless expressly acknowledged by us in writing as a formal claim.

4.3 Latent Defects

Where an alleged defect could not reasonably have been identified during a proper inspection following delivery, the Customer must notify us in writing immediately after discovering the alleged defect and without unreasonable delay.

The Customer must provide reasonable evidence demonstrating the alleged defect and, where requested, the date and circumstances in which it first became apparent.

Nothing in these Terms shall exclude or restrict any liability which cannot lawfully be excluded or restricted.

4.4 Evidence Required

A notification under this clause will not be treated as a complete claim until the Customer has provided all information reasonably required by us to investigate it, which may include:

• the order and/or invoice number;

• the product name, SKU or other product identifier;

• the quantity affected;

• a detailed description of the alleged problem;

• clear photographs and/or video showing the alleged damage, fault or discrepancy;

• photographs of product labels, batch numbers or other identifying information where applicable; and

• where damage in transit is alleged, photographs of the outer packaging, shipping label, internal packaging and condition of the parcel when received.

We may request additional reasonable information or evidence where necessary to investigate the claim.

Failure or refusal to provide reasonably requested evidence may prevent us from verifying the claim and may result in the claim being rejected where we are reasonably unable to establish that the Goods were defective, damaged, missing or incorrectly supplied.

4.5 Preservation of Goods and Packaging

The Customer must retain the affected Goods together with all relevant packaging, labels and documentation until we have completed our investigation and provided written instructions.

The Customer must take reasonable steps to prevent any further loss or damage.

Unless we provide prior written authorisation, allegedly affected Goods must not be:

• returned to us;

• disposed of or destroyed;

• sold or supplied to another person;

• repaired;

• modified or altered;

• dismantled;

• repackaged in a manner that prevents proper inspection; or

• otherwise dealt with in a way that may prevent or materially prejudice our investigation.

Where the Customer fails to preserve the Goods or evidence reasonably required to investigate the claim, we may reject the claim to the extent that such failure prevents us from reasonably verifying the alleged defect, damage, shortage or error.

4.6 No Automatic Entitlement to Refund

Making a complaint or submitting a claim does not automatically entitle the Customer to a refund, replacement, account credit or other remedy.

We shall be entitled to investigate the claim before determining whether it is accepted. This may include requesting additional evidence, inspecting the Goods, obtaining information from our warehouse, manufacturer, supplier or carrier, and/or requiring the affected Goods to be returned to us.

No admission of liability shall arise merely because we investigate a claim, communicate with the Customer concerning it or arrange collection of Goods.

4.7 Returns for Inspection

Goods must not be returned without our prior written authorisation.

Where we require Goods to be returned, the Customer must follow the return instructions provided by us.

Where reasonably required, we may arrange collection of the Goods or provide an authorised method of return.

Unauthorised returns may be refused and returned to the Customer at the Customer's reasonable cost, to the extent permitted by law.

4.8 Outcome of Valid Claims

Where, following investigation, we accept that Goods were damaged, faulty, missing or incorrectly supplied, we will provide an appropriate remedy in accordance with these Terms and applicable law.

Depending upon the circumstances, this may include:

• replacement of the affected Goods;

• supply of the missing Goods;

• repair where appropriate;

• an account credit; or

• a refund where appropriate or legally required.

The Customer shall not be entitled to dictate the remedy where these Terms or applicable law permit us to choose the appropriate remedy.

4.9 Claims Found to Be Invalid

Where Goods are returned or inspected and are found not to be damaged, faulty or incorrectly supplied, or where the alleged problem results from misuse, accidental damage, improper storage, handling, modification, normal wear and tear or circumstances occurring after delivery for which we are not responsible, we may reject the claim.

Where permitted by law, the Customer may also be responsible for reasonable collection, return, redelivery, testing or inspection costs reasonably incurred by us as a result of an invalid claim.

4.10 Business Customers Only

These Terms are intended to apply to transactions entered into in the course of business and not to consumer purchases.

Nothing in this clause excludes, restricts or limits any condition, warranty, right, remedy or liability to the extent that it would be unlawful to do so.

Where any provision of this clause is found to be invalid, unlawful or unenforceable, that provision shall apply with the minimum modification necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

5. Remedies for Faulty or Incorrect Goods

Once we have investigated and accepted a valid claim, we may, depending on the circumstances and the customer's applicable legal rights:

• replace the affected goods;
• repair the goods where appropriate;
• provide an appropriate credit;
• refund the affected goods; or
• provide another remedy agreed between us and the customer.

Where applicable law requires a particular remedy, these terms do not remove or restrict that remedy.

Where we require faulty or incorrectly supplied goods to be returned, we will provide reasonable return instructions and, where legally or contractually required, bear or reimburse reasonable return costs.

6. Reporting Shortages and Delivery Damage

Any obvious shortage, incorrect quantity or visible transit damage should be reported to us as soon as reasonably practicable following delivery.

Please retain the goods, outer packaging, courier labels and packaging materials while we investigate the claim.

Failure to notify us promptly may affect our ability to investigate a claim with the carrier or establish when damage occurred, but nothing in this provision excludes liability where it would be unlawful or unreasonable to do so.

7. Items We Do Not Normally Accept as Unwanted Returns

Unless the goods are faulty, incorrectly supplied or we are otherwise legally required to accept the return, we do not normally accept discretionary returns of:

• personalised, customised or specially ordered products;
• goods manufactured or sourced specifically for the customer;
• clearance or final-sale products;
• products that have been used;
• products that are incomplete or damaged after delivery;
• goods that cannot reasonably be resold for hygiene or safety reasons once opened; or
• gift cards, vouchers or account credit.

Please contact us before returning any goods if you are unsure whether they are eligible.

Pre-Order Policy

8. What Is a Pre-Order?

A pre-order allows a trade customer to order products before they are available for immediate dispatch.

Products identified as Pre-Order, Coming Soon, Due In, or similar are therefore not held as immediately available stock unless expressly stated otherwise.

9. Payment

Unless we expressly agree otherwise in writing, full payment is required when a pre-order is placed.

Where we agree to accept a deposit, the remaining balance must be paid by the date specified by us and, in any event, before dispatch unless credit terms have separately been agreed.

10. Estimated Arrival Dates

All estimated arrival, release, restock and dispatch dates shown on our website or communicated by our staff are estimates only unless we expressly agree a guaranteed date in writing.

Pre-order stock may be affected by manufacturing schedules, suppliers, customs clearance, international freight, port delays, carriers and other circumstances.

We will use reasonable efforts to keep customers informed of material delays that become known to us.

An estimated date changing does not automatically mean that we have breached the contract.

11. Mixed Orders

Where an order contains both in-stock and pre-order products, we may:

• hold the order until all products are available; or
• dispatch the available products separately.

Where additional delivery charges would arise from a customer-requested split shipment, we may require those additional charges to be paid before dispatch.

12. Cancellation of Pre-Orders

Because we may commit to stock, quantities, suppliers and associated costs in reliance upon pre-orders, business pre-orders cannot ordinarily be cancelled once we have accepted the order.

Any request to cancel will be considered at our discretion.

Where we agree to a discretionary cancellation, we may offer account credit instead of a cash refund, subject always to applicable law and any rights which cannot lawfully be excluded.

Nothing in this section permits us to retain payment where doing so would be unlawful, including where we are unable or unwilling to supply the goods and the customer is legally entitled to repayment.

13. Pre-Order Delays

A delay to an estimated pre-order date does not by itself entitle a business customer to cancel where the date was expressly stated to be an estimate.

If a delay becomes substantial, we will consider the circumstances of the order and any applicable contractual or statutory rights.

If we ultimately determine that we cannot fulfil the pre-order, we will refund amounts paid for the unfulfilled goods to the original payment method or agree another remedy with the customer.

14. Pre-Order Returns

Once correctly supplied pre-order goods have been delivered, they are subject to our normal returns provisions above.

The fact that an item was purchased by pre-order does not remove the customer's rights in relation to goods that are faulty, incorrectly supplied or otherwise do not conform to the contract.

15. Price Changes

The price confirmed when we accept your pre-order will normally be the price payable for those goods.

If our advertised price subsequently increases, we will not retrospectively increase the price of an already accepted and fully paid pre-order unless the original price resulted from an obvious pricing error or another provision of our Terms & Conditions permits the correction.

If the price decreases after an order has been accepted, we are not required to retrospectively apply the lower price unless we agree otherwise.

16. Refund Processing

Where a monetary refund is due and has been approved, we will normally return the money using the original payment method where reasonably practicable.

Processing times can depend upon the payment method and financial institution.

We aim to process approved refunds within 15 business days.

If more than 15 business days have passed since we confirmed that a refund has been approved, please contact info@sensorysw.uk.

17. Business Customers Only

This policy has been prepared on the basis that our customer is acting in the course of a business.

The consumer cancellation/cooling-off regime is therefore not incorporated into this B2B policy as though it automatically applied to every trade transaction.

If a purchaser is legally acting as a consumer rather than in the course of business, applicable mandatory consumer rights will not be excluded by this policy.

18. Limitation of This Policy

Nothing in this policy excludes or limits liability where doing so would be unlawful.

In particular, we do not exclude or restrict liability for death or personal injury resulting from negligence where the law prohibits such an exclusion. Under the Unfair Contract Terms Act 1977, other attempts to restrict certain business liabilities may also be subject to a requirement of reasonableness. Legislation.gov.uk

19. Contact Us

For returns, faults, shortages, refunds or pre-order enquiries:

Sensory Solution Wholesale Ltd
Unit D2, Rear of London House
Thames Road
Crayford, Kent
DA1 4SL

Email: info@sensorysw.uk