Wholesale Returns Policy
This policy applies to all wholesale, bulk, and business clients purchasing under a trade account.
Wholesale returns are handled differently from retail due to volume, handling, and logistical requirements.
1. Return Eligibility
Wholesale returns are accepted ONLY for:
✔ Faulty items
✔ Incorrect items received
✔ Missing items
✔ Quality issues
Unwanted wholesale items are not eligible for return.
Inspection Requirement
All goods must be inspected within 48 hours of delivery.
Any issues must be reported to:
Claims made after 48 hours may not be approved.
2. Return Approval Required
Do not return any wholesale items without written approval.
Unauthorised returns will be:
Refused
Not credited
Returned at the buyer’s cost
3. Shipping Costs (Wholesale Returns)
If CARRISTON is at fault → return shipping is free
If the buyer is at fault → shipping is the buyer’s responsibility
Large orders may require pallet or cartonised returns, depending on volume
4. Restocking Fees
Wholesale returns may be subject to a 20% restocking fee, except in cases where CARRISTON is responsible for the error or fault.
5. Return Process
Step 1 — Report the Issue
Email: support@shopcarriston.com
Include:
- Your business name
- Order number
- SKU(s) affected
- Quantity affected
- Photos/videos of the issue
Step 2 — Receive Authorisation
Our team will review your case and provide:
Return instructions
Return address
Required documentation
Step 3 — Return the Goods
Once authorised:
Items must be returned in unused, original, re-saleable condition
Packaging must be intact
Full cartons must be returned where relevant
6. Refunds & Credits
Wholesale refunds are issued as store credit or refunds, depending on prior agreement.
Processing timeframe:
Credit issued within 5–10 business days after inspection
Faulty goods will be replaced wherever possible
7. Non-Delivery, Refused Deliveries, or Customs Issues
If a shipment is:
Refused by the buyer
Returned due to unpaid customs fees
Returned due to incorrect delivery details
→ The buyer is responsible for all return shipping and re-delivery costs.
8. Final Notes
Wholesale goods purchased via third-party distributors must be handled through that distributor
Wholesale orders have different terms from retail and do not qualify for retail benefits (free returns, free exchanges, etc.)
9. Wholesale Support
For wholesale return questions:
Trade team replies within (1)business days
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