RETURNS
We hope you find the process of purchasing from Stock4Shops as enjoyable as thousands of other SME businesses do. Keeping that in mind, we have a Returns Policy in place if you are not 100% satisfied with your purchase.
HOW TO RETURN AN ITEM
If you have received your order and something is damaged/faulty/incorrect, please contact us to submit a returns application for a replacement, credit or refund. Please provide us with a clear image of the issue, the expiry and batch number for the product, your order number and the item affected within 7 working days of receiving your order.
Our customer services team will review your returns application.
Please allow 2-3 working days for a response from our Customer Services Team. Please do not throw any items away until the matter is resolved.
Our return policy covers a 7-day period starting from when you received your order. If more than 7 days have passed since your purchase was delivered, unfortunately, we won’t be able to provide a store credit for your items
DAMAGED ITEMS
We offer full and free replacement of damaged items. If you have received such items, please reach out to us within 7 days of receiving the order, and we shall contact the Shipping Company to open an investigation.
After the investigation, if these items are deemed damaged before or in the transit, we’ll initiate the replacement process. To return your damaged items, please ensure that you retain all packaging when we collect them for assessment.
However, please note that any items damaged from negligent use/inappropriate handling after the dispatch of your order are an exception to our returns policy and will not be considered for return.
FAULTY ITEMS
Faulty items have issues that compromise the product integrity or quality, such as hardening or crumbling. These may also include faulty seals, manufacturing issues, expired products (where not explicitly state), items not working as described etc.
Where an item is faulty and this was not disclosed at the time of purchase online, in the first instance we will organise an exchange or offer a partial credit if the product is still saleable by you to your customers.
We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. In some scenarios, we may require the faulty item to be returned to us for further inspection.
Stock4Shops reserves the right not to offer an exchange voucher, refund or replacement where the item fault is a result of misuse or neglect.
INCORRECT ITEMS
Incorrect items are the ones different from your actual order. If you have received an incorrect item, we will organise for it to be returned and replaced free of charge.
Please note that we accept incorrect items that remain unopened and in original sellable condition otherwise we may not be able to accept the return.
The window for returning incorrect items is 21 days from the date of your order being delivered. Items returned after 21 days will not be accepted for health and safety reasons.
We will Email you a prepaid Return label via our courier company.
CHANGE OF MIND RETURNS
Change of mind returns items that the customer wants to return and get a refund in exchange for the items. At Stock4Shops, we value business integrity and entertain change of mind returns on two conditions.
- First, the items must be returned within the stipulated time of 7 days.
- The items must not be expired/damaged after they are delivered to the customer. Expiry of products taking place after delivery will make the products ineligible for return.
ITEMS MARKED FINAL SALE/SHORT DATED
Items marked as Final Sale or Short Dated may be defective and not in perfect condition (short dated, or other disclosed faults). When buying an item in whatever condition is stated online in the product description, you accept the item with all faults stated. Thus, we have a no returns and refunds policy for Final Sale items.
However, if there is a fault with the item, outside of what was stated online, please send a photo and description of the fault to us for review.
PROCESSING CREDITS AND REFUNDS
From when a parcel is received at our warehouse, please allow up to 5 days for your return to be finalised. Please note, we do not issue refunds on non-faulty items, only a store credit will be provided once your return items are received back at our warehouse.
CONSUMER GUARANTEES ACT (CGA)
As we are a Business to Business wholesaler and distributor; the CGA does not apply to any transactions taken place on this website, unless stated otherwise.
PROOF OF PURCHASE
Returns, refunds, exchanges or replacement requests must be accompanied by any one of the following proof of purchase documents:
- Online order confirmation or sales/invoice number
- financial statement such as a credit card statement or a bank statement (however, when the proof of purchase does not clearly itemise the goods, more than one type of proof of purchase may be required).
Note:
- Refunds will only be issued using your original payment method;
- Gift cards are not redeemable for cash.
