Cancellations, Changes and Refunds

Send the order reference, the change requested and the relevant approval or payment records. The team reviews the order stage, supplier conditions and the work already undertaken. Retain the original purchasing instruction, its confirmed version and the charges already recorded.

The refund breakdown identifies the amounts being returned and any lawful charges. A punitive cancellation fee that was not agreed beforehand is not imposed. Our own fault and mandatory refund rights take priority. Cancellation does not automatically abandon the goods, transfer their ownership or authorise their disposal.

A partial reduction of SKUs, quantities or purchasing value does not automatically reduce the confirmed service fee that is lawfully payable. Added goods or quantities are assessed using the cumulative confirmed purchasing value and fees already charged for the same commission. The minimum purchasing fee is not charged again for that same commission.

Changing a supplier or specification requires review of the original scope before any new fee is proposed. Changing the delivery country requires a new transport, import, insurance and timing review without an automatic extra purchasing commission. Additional services or major changes need your prior written approval. Corrections of our own errors do not attract an extra fee.

Once the necessary evidence is complete and the refundable amount can be determined, the team completes its review and provides an itemised refund breakdown within five working days. Confirmed, undisputed refundable amounts are handled first while any unresolved supplier or carrier portion is followed up separately. Amounts we are legally required to refund are not delayed solely because a third party has not paid.

After approval and receipt of the necessary payment details, finance initiates the refund within five working days. Actual receipt depends on payment-provider processing. If the payment fails, the team arranges the refund again. Any mandatory statutory refund deadline takes priority.

The original payment route is preferred. An account balance is used only when you actively choose it. An alternative payment method requires written agreement. Keep the chosen method with your refund record.

We bear our ordinary refund and outgoing-payment charges. Any intermediary or receiving-bank fees must be disclosed and agreed in advance. For a currency conversion, the exchange-rate basis and expected receipt currency and amount are disclosed. Exchange differences are assessed under the original transaction terms and applicable law.

Report the product, issue and available photographs or check records to the team. Supplier refunds follow the actual cancellation or after-sales outcome and applicable law. Our own purchasing, basic-check or warehouse mistakes are reviewed separately according to fault, the contract and law. Read the service terms or request a complaint review.