Returns & Refunds

Any problem with a delivered order must be reported to us within 48 hours of delivery. After 48 hours we can no longer separate a transit or supply problem from damage that happened after the goods reached you, and a claim can no longer be raised with the carrier.

Report the problem before unpacking more than you need to in order to document it, and before redistributing the goods. Once a consignment has been broken up and sent onward, the evidence a claim depends on is gone.

Reporting means writing to us with the order number and the evidence listed below. A message that only says something is wrong, without the order number, does not start the clock.

We assess every case on the same factors:

• The goods do not match the specification on the order or the accepted quotation.
• The wrong item, model, variant or configuration was shipped.
• The quantity delivered is short against the packing list.
• Goods arrived damaged, and the damage is consistent with transit rather than with handling after delivery.
• A unit is dead on arrival or has a manufacturing defect present from the start.
• Goods are missing a certification or marking that the order stated they would carry.

• Changing your mind about a bulk purchase, or being unable to resell the goods.
• Custom, private-label and OEM or ODM production made to your own specification, once production has started.
• Damage caused after delivery, including during your own onward shipping, storage or installation.
• Goods ordered against a specification you supplied that turned out to be wrong for your market.
• Normal variation in bulk goods: colour and finish tolerance, packaging differences between production runs, and the defect rate a specification allows for.
• Wear, misuse, unauthorised repair, or use outside the stated rating or environment.
• Problems reported more than 48 hours after delivery.
• Goods refused, abandoned or destroyed at customs because an import licence, certification or duty payment was not in place.

• The ELECT-I order number, and the claim link reference if the order was prepaid for you.
• Photographs of the outer cartons before they were opened, including any shipping labels and seals.
• Photographs or video of the goods showing the problem, with enough context to identify the item.
• For shortages: a count against the packing list, carton by carton.
• For defects: the quantity affected out of the quantity received, and the batch or serial numbers where they exist.
• Any carrier delivery note showing damage recorded at the point of delivery.

Keep the goods and the packaging as they are until the case is closed. Do not return anything before we have given you a return reference — unannounced returns cannot be identified at the receiving end and may be refused.

• You report the problem within 48 hours with the order number and the evidence above.
• We acknowledge it and open a case, usually the same business day.
• We assess it against the order record and the supplier's own documentation, and raise a carrier claim where transit damage is involved.
• We tell you the outcome, what we are proposing, and why.
• Once you accept the outcome, we execute it and the case is closed.

Replacement

The affected quantity is remade or reshipped, normally consolidated with your next order to avoid a second freight charge.

Partial refund

Where the goods are usable but not as ordered, a proportion of the line value is returned.

Full refund of the affected lines

Where the goods are unusable and a replacement does not make sense.

Wallet credit

For Merchant and Elite accounts, credited to the wallet ledger and immediately usable on the next order.

We choose the outcome with you, not for you, but we will not agree to a remedy that exceeds what you paid for the affected lines.

Most wholesale problems are resolved without shipping goods back, because return freight across a border often costs more than the goods. Where a physical return is genuinely necessary, we issue a return reference and instructions first.

Where the fault is ours or the supplier's, we pay return freight. Where a return is agreed for any other reason, return freight, export clearance and any re-import charges are yours.

Refunds go back to the source the money came from: a card payment to the same card, a wallet-funded order to the same wallet, a credit-funded order against the same credit line.

Where a merchant prepaid an order on someone else's behalf, the refund goes to the merchant who paid, not to the recipient. The recipient never paid anything, so there is nothing to return to them.

We process an accepted refund within five business days. How long it takes to appear afterwards depends on the payment provider and the receiving bank.

Customs duties, import taxes and destination clearance charges are paid by the importer to their own authorities. We cannot refund them, and neither can the carrier. Where duties are refundable at all, the claim is made to the customs authority that collected them.

An order that has not yet entered production or picking can be cancelled in full. Once production or picking has started, cancellation is only possible to the extent the supplier accepts it, and any cost already incurred is deducted.

A prepaid order can be cancelled by the merchant who paid for it at any point before the recipient confirms their delivery details, and the money returns to the wallet or credit line it came from. After the recipient confirms, the order is queued against a real address and this policy applies instead.