BUYTRADE RETURNS INFORMATION

This information is a summary of returns processes and requirements and should be read in conjunction with the BuyTrade terms of use HERE, which apply to all orders, as well as, for Electronic Payment Orders, the BuyTrade Electronic Payment Order Terms and Conditions HERE.

ALL ORDERS

Credit Account Orders, ordered on your credit account with a Supplier, must be returned directly to that Supplier and by following the instructions available within your Order Confirmation email and the Order History section of the Software, which include the standard returns policy requirements for your Supplier (as replicated below, though please check directly with your Supplier for any updated requirements).

Electronic Payment Orders, placed with us by means of an electronic card payment (or similar) to us at the time of order, must be returned to the relevant supplier in accordance with our instructions and the requirements set out in your Order Confirmation and within the BuyTrade Returns Information (replicated below) by no later than 14 days from receipt.

Please do not return any products from any order directly to us. We cannot accept such returns and take no liability for any product/s returned incorrectly to us in this situation. Please ensure you follow the returns requirements set out within our instructions and in your Order Confirmation and in the Returns Information, as we take no liability for any loss which may arise through returns being made otherwise than in accordance with the exact returns process required.

ORDERS PLACED ON CREDIT ACCOUNT WITH THE SUPPLIER WOLSELEY

You may cancel orders other than those for Special Order Goods at any time before they are dispatched by either:

(a) emailing [email protected]; or

(b) telephoning 0344 891 0196

Before returning any products to Wolseley, you must contact Wolseley either by:

(a) emailing [email protected]; or

(b) telephoning 0344 891 0196

(c) telephoning the branch from which the products were despatched or collected, details of which are found on the advice note accompanying the products (“Advice Note”) to inform Wolseley that the products are being returned and to confirm details of the branch / address that the products should be returned to.

You may return products for any reason within 14 days from the date of delivery / collection provided that the following conditions are satisfied:

(a) products will only be accepted if they are in brand new, unused condition fit for immediate re-sale;

(b) packaged items will only be accepted if the package remains unbroken and in reasonable condition; and

(c) you supply the Advice Note or other proof of purchase (and for the avoidance of doubt a copy of the email confirming details of the order will not be sufficient for these purposes).

Where products are returned where they are not faulty:

(a) in every case a restocking charge will be made by Wolseley; and

(b) the risk and cost or returning the products will be at your cost.

Wolseley will examine the returned products and will process any refund to you within 30 days. Unless otherwise notified by Wolseley the price of the products will be refunded less any applicable delivery and/or collection charges.

Wolseley cannot offer refunds or accept returns on the following (unless they are faulty):

(a) Special Order products;

(b) if sealed packages have been opened on sensitive electronic goods (e.g. boiler printed circuit boards);

(c) products that have been fitted; and

(d) specially manufactured products.

The full Wolseley returns policy may be viewed HERE.

ORDERS PLACED ON CREDIT ACCOUNT WITH THE SUPPLIER CITY PLUMBING SUPPLIES ‘CITY’

In the unlikely event that a product is faulty, not as described or delivered damaged, please contact City straightaway by email at [email protected] or by telephone on 0330 678 0267. Please have your order reference to hand as well as details of the affected product. Any refund will be credited to the card or account used to purchase the affected product. 

If you purchased the product as a consumer you can return the product to your nearest City Plumbing branch, along with proof of purchase. Or you can arrange for City to collect the product by emailing [email protected], or calling them on 0330 678 0267, with your order reference and details of the product you want to return. City will then arrange for the product to be collected by their nominated carrier. Please note that the minimum charge for this collection service is 15% of the order value and may be more depending on your location and product type. Refunds to purchasers acting as consumers will be made as soon as possible and no later than 14 days after receipt by City. The refund will be made to the debit or credit card you used to pay for the product. Please note that City have the right to reduce the amount of your refund to reflect any decrease in the product value that has resulted from the manner in which you’ve handled it. 

Unless you purchased the product acting as a consumer, or the product is faulty/defective, any cancellations/returns and refunds are at City’s discretion. To enquire about cancellations and returns, please email [email protected], or call City on 0330 678 0267 with your order reference, postcode and phone number.

If City do accept a return of the product, it must be returned in its original condition within 30 days of the date of delivery to you or within 30 days of the date of collection. You will be responsible for returning the product to City at your own cost and they may deduct a restocking charge from the amount of your refund.

The full City returns policy may be viewed HERE.

ELECTRONIC PAYMENT ORDERS

Cancellations

You may cancel orders for products, other than those for Special Order products, at any time before they are collected or dispatched by either emailing [email protected] or telephoning 01978 666888 and providing:

1)         Your name;

2)         The BuyTrade Order Number (provided with your Quote);

3)         A list of the products you no longer require.

We reserve the right to charge you for any costs which are incurred as a result of your cancellation of an order.

Returns

After receipt of your order, you may return products within 14 days from the date of delivery/collection provided that the following conditions are satisfied.

After receipt of your order, before returning any products, you must contact us either by emailing [email protected] or telephoning 01978 666888 and providing:

1)         Your name;

2)         The BuyTrade Order Number;

3)         A list of the products you no longer require and the reason for the return;

4)         An image of each product you wish to return, in good resalable order – emailed to [email protected].

We will then provide you with a BuyTrade Returns Reference and inform you of where to return the items. Returns are made at your own cost and risk.

Where requested you must then provide a legible image or copy of the returns receipt or, where appropriate, the proof of postage you are provided when returning the product/s. The list of returned products must be clearly visible (where included on the image/copy).

Please note that:

1)         products will only be accepted if they are in brand new, unused condition fit for immediate re-sale;

2)         packaged items will only be accepted if the package remains unbroken and in reasonable condition;

3)         a re-stocking charge applies in all cases; and

4)         the risk and cost of returning the products will be at your cost.

We cannot offer refunds or accept returns on the following:

• Special Order Products;
• Printed Circuit Boards (PCBs);
• Any gas carrying or gas controlling parts;
• Products which are deemed by BuyTrade to have been damaged (or not in the original condition delivered or with opened or damaged packaging); and
• Products deemed by BuyTrade to have been fitted.
  
  

Once we are in receipt of the above information and images then, provided the return satisfies the conditions above, and provided you effect the return in accordance with our directions, we will process any applicable refund within 7 working days to the same payment card/method used to pay for the order (less any applicable charges).

Please do not return any products from any order directly to us. We cannot accept such returns and take no liability for any products returned incorrectly to us in this situation. Please ensure you follow the returns requirements above, as we take no liability for any loss which may arise through returns being made otherwise than in accordance with the exact returns process required.

Our services are not intended for use by consumers, only by businesses. If you wish to purchase a product acting as a consumer, you must inform us in advance and gain express written permission from us for the transaction. If the transaction is permitted by us in writing then you may cancel an order at any time before collection/dispatch, or return products at any time up to 14 days from receipt, unless the products have been mixed inseparably with other items by that point or if the products were tailor made for you (for example, orders for Special Order products may not be cancelled or returned). You are responsible for returning products at your own cost and deduction will be made if the value of the products has been reduced as a result of handling. A re-stocking charge also applies. This does not in any way affect your statutory rights.

The full terms and conditions for Electronic Payment Orders may be viewed HERE.

You can contact us by email at [email protected] and 01978 666888 (on working days between 8.30am to 5.00pm).