Refund policy

POLICY OVERVIEW

At London Wholesale, operated by LONDON WHOLESALE DIY LIMITED, we are committed to making sure you have the exact hardware, tools, and supplies required for your trade or DIY projects. If an item is unsuitable, damaged, or ordered by mistake, our return and exchange process ensures you receive the correct replacement smoothly and without unnecessary delays.

RETURN PERIOD

Standard Return Window

Customers have 30 calendar days from the date of confirmed delivery to initiate a return or request an exchange for eligible products. Return requests initiated outside this 30-day window cannot be accommodated.

RETURN SHIPPING FEES & RESTOCKING CHARGES

Free Return Shipping

We provide free return shipping on all eligible returns nationwide:

Defective, Damaged, or Incorrect Items: FREE (London Wholesale covers all return transit costs via prepaid shipping labels).
Customer Remorse (Change of mind, ordered incorrect size, or unsuitable item): FREE (No return postage deductions apply).

Zero Restocking Fees

Restocking Fee: £0.00

We do not charge handling, administrative, or restocking fees under any circumstances.

RETURN ELIGIBILITY CRITERIA

Product Condition Requirements

To qualify for a valid return or exchange, items must meet the following criteria:

The product must be unused, unaltered, and retained in its original manufacturer packaging.
Hardware, tools, and machinery must not have been fueled, lubricated, or operated.
The return parcel must include all original manuals, protective guards, safety documentation, cords, and bundled accessories.
Valid proof of purchase (such as an order confirmation email or digital sales receipt) must accompany the return request.

RETURN METHOD & PROCEDURE

Return Channel

All returns must be conducted by mail.

Return Process Step-by-Step

Step 1: Contact our support department via email at info@londonwholesale.shop or through our 24/7 Live Chat service, referencing your order number and the item you wish to return.
Step 2: Upon authorization, our support team will issue an electronic prepaid return shipping label directly to your email address.
Step 3: Download and print the return label.
Step 4: Package the hardware securely in its original packaging, affix the printed prepaid label to the exterior of the parcel, and drop it off at your designated local courier point (Royal Mail, Evri, or DPD UK).

PRODUCT EXCHANGES & REPLACEMENT DISPATCH

Fast-Track Replacement Service

We accept product exchanges for alternative models, sizes, or variants. To minimize project delays, London Wholesale operates an expedited dispatch system:

Once your returned package is handed over to the courier and receives its initial physical acceptance scan into the carrier's tracking system, we will immediately dispatch your replacement item.

DAMAGED, DEFECTIVE, OR INCORRECT DELIVERIES

Immediate Replacement Resolution

If your hardware consignment arrives damaged during transit, missing components, or defective upon initial inspection, please notify our customer support team within 48 hours of delivery. We will issue an immediate prepaid return label and arrange an expedited replacement shipment.

COMPANY DETAILS & CUSTOMER SUPPORT

Business Name: London Wholesale

Legal Business Name: LONDON WHOLESALE DIY LIMITED

Registered Business Address: 60-62 Plashet Rd, London E13 0RQ, United Kingdom

Business Telephone: +44 20 8552 0112

Business Support Email: info@londonwholesale.shop

Live Chat Support: Available 24/7 directly on our website

Customer Support Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM Greenwich Mean Time (GMT)

Saturday & Sunday: Closed

POLICY OVERVIEW

At London Wholesale, operated by LONDON WHOLESALE DIY LIMITED, we are dedicated to providing straightforward and transparent financial protections for all our customers. This Refund Policy governs the conditions, procedures, and timelines under which refunds and financial reimbursements are evaluated and issued.

ELIGIBILITY FOR A REFUND

Standard Refund Window

Refund requests must be formally submitted within 30 calendar days from the date of confirmed delivery or order placement. Requests submitted after this 30-day period will not be eligible for reimbursement.

Qualifying Scenarios for Refunds

Defective or Damaged Products: Items that arrive broken, non-operational, or functionally defective.
Incomplete Orders or Missing Items: Goods that fail to arrive or are missing components from the package.
Transit Loss: Consignments confirmed as lost in transit by the carrier (Royal Mail, Evri, or DPD UK).
Order Cancellations: Orders canceled prior to warehouse dispatch and handling.
Billing Discrepancies: Duplicate charges, system transaction errors, or overcharges.

REFUND DEDUCTIONS & RESTOCKING FEES

Zero Deduction Guarantee

Restocking Fees: £0.00
Processing / Administrative Fees: £0.00

All approved refunds are issued in full without deductions for restocking or administrative handling.

HOW TO REQUEST A REFUND

Submission Process

Step 1: Submit your request directly to our customer support team via email at info@londonwholesale.shop or through our 24/7 Live Chat.
Step 2: Provide your valid proof of purchase (such as your order confirmation number or invoice).
Step 3: For damaged or defective goods, attach clear photographic or video evidence documenting the fault or delivery condition.

Review & Approval

Our support desk reviews each refund claim within 1 to 2 business days. You will receive an email confirmation once your refund application has been reviewed and approved.

REFUND PROCESSING TIMEFRAME & PAYMENT METHOD

Payment Channel

Refunds are strictly remitted back to the original method of payment used during checkout (Credit Card, Debit Card, or Shop Pay). We do not provide cash payouts, third-party wire transfers, or checks.

Settlement Period

Once authorized, refunds are initiated immediately by our billing department.
Please allow up to 10 business days for the funds to clear and appear on your bank statement, depending on your card issuer or banking provider's settlement cycles.