Returns & Refunds Policy
What is your returns & refunds policy?
Whilst Catering Supplies (Company) strive to ensure that all our catering and cleaning supplies are of good quality and arrive with you safely, you may need to speak to us about a return or a replacement. Please see the below guide and contact our Customer Services Department for assistance.
Customer Service Team: 0870 352 0565
Unexpected, Damaged or Missing Items
Any goods received in error, damaged upon receipt or missing from your order, please contact our Customer Service Team for assistance. Any shortages or damages must be reported within 48 hours of receipt, after this time it will be the company’s discretion. If you are missing an item, please check your delivery note in case it is still to follow as we may have been out stock at point of order of your catering or cleaning supplies.
Returns of non-defective items may, at company’s sole discretion, be accepted for return. NON-DEFECTIVE RETURNS MAY BE SUBJECT TO A 25% RE-STOCKING FEE. Please call us on 0870 352 0565 if you have questions about which products are returnable, which products may be subject to a restocking fee or for an explanation of circumstances under which a restocking fee may be charged.
Special Order items
Bespoke items- Regretfully any items that have been customised in anyway, we are not able accept back for return.
If you product is found to be faulty, please contact us for further instruction. We may need to arrange collection of the item and return it to the manufacturer for further investigation.
This policy is also detailed in the Terms for Business Customers or Personal Customers when you shop with us.
Catering Supplies is only able to accept returns that fall within 14 days of delivery, so please check your documentation carefully.
Step 1: Phone or Email Us for a Unique Return Authorisation Number
All catering and cleaning products being returned to us must be booked in with our Customer Service team and a unique return authorisation number obtained. Catering Supplies reserve the right to refuse or dispose of any returned items which come back to our depot without prior notification or a relevant returns number.
Step 2: Goods & Packaging
We are only able to accept goods back that are sealed, unused and in the original packaging. Please ensure these are wrapped up and boxed carefully to ensure we received them in a resalable condition.
We do not provide a free returns service. The return of items is at your own cost.
Catering Supplies is not responsible for the safe return of the goods. It is strongly recommended that you use a recorded method of carriage to return goods as we cannot be held responsible for items delayed or lost in the post.
Step 3: Refund
Upon safe receipt and inspection of the goods returned to us, the returns documentation will be signed and approved by our Returns Team and then passed to the Account Department to authorise a credit/Refund. Any deductions for the courier collection services will be taken into account at this point. Your refund will be made to you within 14 days of us receiving the goods, in line with consumer contract regulations.
Refund applicable will be credited against the card used for the original order.
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