Refund policy

This Returns and Refunds Policy applies to all business customers purchasing goods through our wholesale store. By placing an order with us, you agree to the terms outlined below.

1. Eligibility

This policy applies exclusively to business-to-business (B2B) transactions. By purchasing from us, you confirm that you are acting as a business (e.g., a company, partnership, or sole trader purchasing for business use).

2. No Automatic Right to Return

Under UK law, B2B transactions are not subject to the same cancellation rights afforded to consumers. Therefore, we do not offer refunds or accept returns simply due to a change of mind or over-ordering.

3. Returns for Faulty or Damaged Goods

We accept returns only in the case of goods that are:

Damaged in transit

Incorrectly supplied

Faulty due to a manufacturing defect

To initiate a return, you must:

Notify us in writing (email or through your wholesale account) within 3 business days of receiving the goods.

Provide photographic evidence of the issue (e.g., damaged packaging or defective items).

Return the goods in unused condition and in original packaging unless agreed otherwise.

Once we confirm the issue, we will, at our discretion:

Offer a replacement, credit note, or refund (excluding original shipping costs unless the error was ours).

4. Non-Returnable Items

The following items are non-returnable unless proven to be faulty:

Perishable or custom-made products

Items sold as clearance or marked “non-returnable”

Goods altered or damaged by the customer

5. Return Process

If your return is approved:

We will provide written confirmation and return instructions.

You must send the goods back within 7 working days of receiving our confirmation.

Returned goods must include a reference to your original order number.

Any returns sent without our prior approval may be refused.

6. Risk and Responsibility

Until goods are returned and received by us, you remain responsible for the risk and cost of return shipping. We recommend using a tracked service.

7. Refunds

Approved refunds will be processed within 14 business days of receipt and inspection of returned items.

8. Discrepancies and Shortages

You must notify us of any delivery discrepancies (shortages, overages, or incorrect items) within 3 business days of receiving the goods. Failure to do so may result in claims being rejected.

9. Governing Law

This policy and any disputes arising from it are governed by the laws of England and Wales.

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Contact Us:

If you have questions about this policy or need to initiate a return, please contact us at:

Email: wholesale@rileystropicalfood.co.uk

WhatsApp: +44 7498 444 377

Or

Write to us at:
Riley's Tropical Food, 8 Sundon Park Parade, Luton, LU3 3BH