TRADE RETURNS & CLAIMS

Returns & Defective Claims Policy

We take pride in the quality of our craftsmanship and the reliability of our wholesale service. If you need to return an item or report an issue with your delivery, we aim to make the process as transparent and efficient as possible.

⚠️

Strict 10-Day Notification Window

Any complaints or claims regarding the quality of goods, discrepancies, damages, or non-delivery must be notified to us by phone AND followed up in writing within 10 days of the invoice date. Claims reported outside of this 10-day window cannot be accepted for credit or replacement.

1. General Returns & Stock Exchanges

📅 10-Day Notice

Please notify our sales office of any intended stock returns or exchanges within 10 days of the invoice date.

📦 Resalable Condition

Items must be unused, unwashed, in their original retail packaging with all header cards/tags attached, and in a fully resalable condition suitable for retail display.

🚚 Return Carriage

Unless stock is proven faulty or supplied in error by Ollard Westcombe, return shipping costs are the sole responsibility of the customer.

2. How to Process a Claim or Return (3-Step Guide)

To ensure we can investigate and resolve any issues swiftly with our couriers or production team, please follow this step-by-step procedure:

STEP 1

Call Us First

Contact our office directly by phone (02844 517 557) to log the details of your return, quality complaint, or missing delivery with a member of our sales team.

STEP 2

Follow Up in Writing

Send a formal follow-up email to orders@ollardwestcombe.co.uk within the 10-day timeframe detailing your Invoice Number, product codes, quantities, and nature of the issue (including photographs for damage claims).

STEP 3

Authorization & Resolution

Once your claim is reviewed and authorized, our team will provide instructions on returning the goods or arrange the appropriate replacement item or credit note.

Need to Log a Claim or Return?

Our customer support team is available Monday to Friday from 9:00 AM to 5:00 PM to assist with your order inquiries:

Call Support: 02844 517 557 Email: orders@ollardwestcombe.co.uk