Legal

Returns & Refund Policy

Last updated: 1 January 2025

This Returns and Refund Policy applies to all wholesale supply transactions conducted between Moncres Brogancroft Ltd ("we", "us", "our") and our trade buyers and business customers. As our services are directed exclusively at businesses rather than consumers, statutory consumer rights do not apply. This policy sets out the contractual basis on which returns and refunds are handled.

1. General Principle

All wholesale orders placed with Moncres Brogancroft Ltd are considered firm orders. Once a purchase order has been confirmed and a deposit payment collected, we do not accept returns or issue refunds on the basis of change of mind, overstocking, or commercial decisions made by the buyer after order confirmation.

Returns are only considered in the specific circumstances set out in this policy.

2. Accepted Grounds for Return

We will accept returns and consider a remedy only in the following circumstances:

  • Manufacturing defect: The goods are delivered with a verifiable manufacturing defect that renders them unsaleable or materially below the standard described in the product specification
  • Incorrect goods: The goods delivered do not match the product, style, colour or size confirmed in the purchase order
  • Significant quantity discrepancy: The quantity of goods delivered is materially less than the quantity invoiced and paid for
  • Damage in transit: Goods that are damaged during transit, provided such damage is reported to us in writing within 48 hours of delivery and prior to any onward distribution of the affected units

3. Notification Procedure

To raise a return or complaint, you must:

  • Notify us in writing (by email to info@moncresbrogancroftltd.site) within 14 days of the delivery date
  • Provide your purchase order reference and invoice number
  • Clearly describe the nature of the issue and the specific products affected
  • Attach photographic or video evidence of the defect, damage or discrepancy
  • Confirm the quantity of units affected and their current condition

Returns that are not pre-authorised by us in writing will not be accepted and we will not be liable for any goods returned without authorisation.

4. Return Authorisation

Upon receipt of your notification, we will review the evidence provided and respond within 5 business days. If a return is authorised, we will issue a Return Merchandise Authorisation (RMA) number and provide instructions for the return shipment.

Authorised returns must be dispatched within 10 days of receiving the RMA. Goods must be returned in their original packaging where possible, unused (beyond initial inspection), and clearly labelled with the RMA number.

5. Return Shipping Costs

Where a return is accepted on the grounds of manufacturing defect, incorrect goods, or transit damage, we will arrange and meet the cost of return shipping to our nominated address.

Where a return is accepted in exceptional circumstances at our discretion for other reasons, return shipping costs will be the responsibility of the buyer unless otherwise agreed in writing.

6. Remedies

Upon receipt and inspection of returned goods, we will offer one of the following remedies at our discretion:

  • Replacement: We will ship replacement goods of the same specification at no additional charge, subject to availability
  • Credit note: We will issue a credit note to the value of the accepted return, applicable against future orders
  • Partial or full refund: In exceptional circumstances where replacement and credit note are not appropriate, we may issue a refund to the original payment method or by bank transfer

Refunds, where issued, will be processed within 14 business days of our confirmation that a refund is approved.

7. Non-Returnable Items

The following cannot be returned under any circumstances:

  • Goods that have been altered, modified, washed, worn, or processed by the buyer
  • Goods with removed or damaged labels, swing tags or packaging
  • Goods that have been onward-sold to third parties
  • Goods that have been stored in conditions not appropriate for the product type
  • Goods for which a valid RMA has not been issued by us

8. Deposits

Deposit payments are non-refundable in the event of order cancellation by the buyer after the order has been confirmed. Where we cancel an order due to circumstances on our side (for example, inability to fulfil supply), deposits will be returned in full within 14 business days.

9. Disputes

Any disputes in relation to returns or refunds that cannot be resolved by mutual agreement will be subject to the governing law and jurisdiction provisions set out in our Terms and Conditions.

10. Contact

All return enquiries and notifications must be directed to:

  • Email: info@moncresbrogancroftltd.site
  • Telephone: +44 7735 392926
  • Post: 27 Montrovia Crescent, Liverpool, L10 9NB, United Kingdom

We aim to handle all return enquiries promptly and fairly. Our trade team is available Monday to Friday, 09:00–17:30 GMT.