TW Wholesale’s (TW) returns policy is designed to provide you with all necessary information to return an item and inform you of the steps TW will take to ensure a smooth process.
Returning an item to TW | Restocking fees
If you have bought an item in error or have changed your mind then TW will be happy to accept it back within 7 days* providing that all item(s) are packaged securely and returned in their original and perfectly resalable packaging with all of the items that it was sent with including tags, manuals and accessories - your return may be subject to a restocking fee**. If the item is returned in unsecure packaging or in a damaged state then there may be a deduction from your refund. Confirmation of your intent to return an item must be sent by email to: firstname.lastname@example.org - please quote the order details to help speed up the process.
*Items excluded from this returns policy include special order items.
**A restocking fee of £12.00 could apply and would be deducted from your refund (all prices stated include VAT at 20%).
Refund of delivery charges | Proof of postage
If you wish to return an item(s) to TW you are responsible for the cost of carriage. Any item that has been supplied by TW that is incorrect or faulty - or has been received broken or damaged must be brought to TW’s attention within 2 days of delivery. TW will endeavour to either repair, replace or refund the product along with any carriage costs^ incurred by you. Please inform TW by email stating the issue to: email@example.com
^If you return an item that has been inspected and deemed faulty by TW then you will need to return your order in full, TW will then refund your complete delivery costs. However, if you only return some of your products purchased then the delivery charge will remain. Please include in your return the original proof of postage to ensure that acceptable costs can be returned to you. Failure to provide an original receipt that clearly illustrates the item(s) being returned and the service providers fees may prevent the cost of the return being refunded. Please note that only acceptable refund costs will be issued. You will be responsible for any loss, delay or damages that could occur during the returns process.
Receiving your refund from TW
TW will refund your money in the same method that you paid for your product. If you purchased a product at a special offer price or with any incentive item(s) then your refund will be based on that promotional price and any promotional items must be returned to ensure your complete refund, otherwise a partial refund may apply. Please allow 3-5 working days for the refund to show in your account if paid by credit or debit card (your money will go back onto the same card).
Your statutory rights
None of the details covered in this policy affects your statutory rights.
If an item becomes defective within 30 days of receipt
You have the right to return a faulty item within a reasonable time, please keep any relevant warranty information/receipt/packaging as required, in some cases a quicker solution may be achieved by contacting the supplier/manufacturer direct, you can of course contact TW to obtain manufacturer details if needed.
If an item becomes defective after 30 days of receipt
TW cannot refund after 30 days, however, TW may simply be able to exchange the item or offer you a credit note but this is completely at TW’s discretion within the warranty period (typically the products sold are usually covered by a 12 month warranty).
Making a return
Please ensure that you include a cover note with your EBay user ID, item number and full address and contact number. You must follow EBay’s managed returns process where possible. Please do not send items directly back to TW without first following these steps as this could result in delay and potentially a deduction from your refund.
If you have any queries please feel free to contact TW: TW Wholesale Returns, Units 11 & 12, Cadley Hill Ind Est, Ryder close, Swadlincote, Derbyshire, DE11 9EU. T: 01283 558 313 E: firstname.lastname@example.org