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How to report a problem with a wholesale delivery and what happens next.
Please check quantities and condition against your invoice at the point of delivery. Shortages, damages and incorrect items are much easier to resolve when they are reported immediately.
Content required: Confirm the window for reporting shortages, damages and incorrect items.
Content required: Confirm which categories are returnable, and which are non-returnable (for example chilled goods, opened cases, promotional packs or restricted products).
Content required: Confirm the required condition for a return to be accepted - for example unopened cases, intact outer packaging, and remaining shelf life.
Contact us with your order number and the affected lines. Our team will confirm whether the items qualify and arrange collection or replacement.
Approved returns are settled against the original order. Where a refund is issued it is returned through the original payment method, and an auditable refund record is kept against the order.
Content required: Confirm whether approved returns are settled as account credit, replacement stock, refund, or a choice of these.
Alcohol and other restricted products may be subject to additional return conditions. See our Restricted Products Policy.