We are committed to providing high-quality products and exceptional service. If you need to return or exchange items, our straightforward returns policy ensures a smooth and hassle-free process in compliance with UK Consumer Rights Act 2015.
Under UK law, business customers have specific rights when purchasing goods:
Faulty or Damaged Goods: Report within 24 hours of delivery. Returns accepted within 30 days of receipt for full refund or replacement.
Incorrect Items: Report within 24 hours of delivery. We will arrange collection and send correct items at no additional cost.
Change of Mind: As a B2B supplier, we cannot accept returns due to change of mind unless previously agreed with your account manager. Please order carefully.
Items must meet the following conditions to be eligible for return:
The following items cannot be returned for health and safety reasons:
Step 1: Contact our customer service team within the specified timeframe via email at returns@edjsdistribution.co.uk or phone during business hours.
Step 2: Provide your order number, delivery date, and details of items to be returned including reason for return.
Step 3: We will issue a Return Authorisation Number (RAN) and collection instructions.
Step 4: Ensure items are properly packaged in original packaging where possible. Include your RAN clearly marked on the outside.
Step 5: We will arrange collection at a convenient time. Please ensure goods are ready and accessible.
Faulty or Incorrect Items: Collection is free of charge. We will arrange collection at your convenience.
Customer Error (where accepted): Collection charges may apply depending on order value and location.
Collection will be arranged within 3-5 working days. Please ensure someone is available to release the goods and provide a signed collection note.
Refunds: Once we receive and inspect returned items, refunds will be processed within 5-7 working days. Refunds will be issued to the original payment method or credited to your account as agreed.
Replacements: If you require replacement items, we will dispatch these immediately upon collection confirmation. Urgent replacements can be sent before collection is completed.
Credit Notes: For account customers, credit notes will be issued and applied to your account within 7 working days of return acceptance.
If goods arrive damaged:
We will arrange immediate replacement or collection as appropriate.
If you have concerns about product quality after acceptance:
We take quality seriously and will investigate all concerns promptly, arranging returns and refunds where appropriate.
For all return enquiries and to initiate a return:
Email: returns@edjsdistribution.co.uk
Phone: Available during business hours (Monday-Friday, 9:00 AM - 5:00 PM)
Response Time: We aim to respond to all return requests within 4 working hours
Please have your order number and delivery details ready when contacting us.