Returns Policy

Last updated: June 2026

This Returns Policy sets out your rights to cancel, return and seek a refund, repair or replacement for goods purchased from Dispatch Supply. It is designed to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where you are purchasing as a consumer.

1. Your Right to Cancel (“Cooling-Off Period”)

If you are a consumer (buying for personal use, not in the course of a business), you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order for any reason, without needing to give a reason, within 14 days of receiving your goods.

• You have 14 days from the date you (or someone you nominate) receive the goods to notify us that you wish to cancel.
• Once you have notified us, you then have a further 14 days to return the goods to us.
• To cancel, please contact us at info@dispatchsupply.co.uk or use our online returns portal, quoting your order number.
• You do not need to provide a reason for a cooling-off cancellation, but we may ask for feedback to help us improve.

2. Exceptions to the Right to Cancel

In line with the Consumer Contracts Regulations 2013, the right to cancel does not apply to:

• Goods that have been used, installed, or are no longer in a resaleable condition (for example, opened packs of labels or till rolls that have been used, or bulk packaging that has been broken down from its original sealed unit).
• Goods made or customised to your specification (for example, custom-printed labels or bespoke packaging ordered to your specific requirements).
• Goods which, by their nature, are inseparably mixed with other items after delivery.

3. Condition of Returned Goods

• Goods returned under the 14-day cooling-off right must be unused, in their original packaging (where reasonably possible), and in a condition suitable for resale.
• You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (in line with the Consumer Contracts Regulations 2013) — for example, opening multiple bulk packs to inspect them when one would have sufficed.

4. Faulty, Damaged or Incorrect Goods

Separately from the cooling-off right above, if your goods are faulty, damaged on arrival, or do not match their description, you have additional statutory rights under the Consumer Rights Act 2015:

• These rights apply regardless of any returns window we offer voluntarily and cannot be excluded or limited by this policy.
• To report a faulty, damaged or incorrect item, please contact us within 48 hours of delivery, where possible, with your order number and photographs of the issue, so we can resolve this quickly.

5. How to Return an Item

• Contact us at info@dispatchsupply.co.uk, quoting your order number and reason for return.
• We will confirm whether the return qualifies under the cooling-off period, a fault claim, or neither, nor provide return instructions.
• Securely package the item(s), including all original packaging where possible, and send to the address provided.
• Once we receive and inspect the returned goods, we will process your refund, repair or replacement.

6. Return Postage Costs

• Cooling-off cancellations: you are responsible for the cost of returning the goods to us, unless we agree otherwise or the goods were misdescribed.
• Faulty, damaged or incorrect goods: we will cover the reasonable cost of return postage, or arrange collection, at no cost to you.
• We recommend using a tracked returns service, as we cannot be responsible for goods lost in transit back to us without proof of postage.

7. Refunds

• Refunds will be issued to your original payment method within 14 days of us receiving the returned goods, or within 14 days of you providing evidence of return postage, whichever is sooner — in line with the Consumer Contracts Regulations 2013.
• Original delivery charges will be refunded for cooling-off cancellations of a full order, except where you chose a premium or expedited delivery service above our standard option, in which case only the cost of our standard delivery service will be refunded.
• Where only part of an order is returned, delivery charges will not typically be refunded unless the entire order is cancelled within the cooling-off period.

8. Bulk, Trade and Business Orders

• Orders placed by business or trade customers (including via a trade or wholesale account) are not automatically covered by the consumer cooling-off rights described in Section 1, as these rights apply specifically to consumers under the Consumer Contracts Regulations 2013.
• Returns for trade and bulk orders are subject to the terms agreed in our Suppliers' Terms or any separate trade account agreement, including any applicable restocking fee for non-faulty goods returned at the buyer's request.

9. Goods Excluded from Return

• Custom or bespoke printed items made to your specification.
• Opened consumable packs (such as opened boxes of till rolls or labels) where hygiene, resale value, or the integrity of the original packaging has been compromised, except where the goods themselves are faulty.

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