Refund policy

Wholesale Made — Terms, Damages & Returns Policy

Because we supply independent retailers with handcrafted, small-batch goods, our wholesale policies are designed to protect both parties while preventing unnecessary abuse or operational friction. By placing a wholesale order with Wholesale Made, you agree to the terms outlined below.

1. General Wholesale Terms (No Sale or Return)

  • No Sale or Return: Wholesale Made does not operate a "sale or return," consignment, or product exchange policy of any kind. All wholesale purchases are final unless deemed damaged or defective upon arrival in accordance with Section 2.

  • Natural Product Variations: Due to the artisanal and handcrafted nature of our products (including natural soaps, plant-based body butters, and pure beeswax candles), slight variations in color, natural scent profiles, batch texture, and finish are entirely normal. These natural variations do not constitute a defect or fault.

2. Transit Damages & Defective Items

We take great care in packaging our goods securely; however, incidents can occasionally occur during transit.

  • Reporting Window: Any damages, defects, or discrepancies must be reported to us in writing via email (info@wholesalemade.com) within 7 calendar days of delivery. Claims made after 7 days will not be accepted.

  • Required Evidence: You must provide clear photographic evidence of the damaged items, alongside your invoice number and item codes.

  • Resolution: In most cases, physical return of damaged goods may not be required. Approved damages will be resolved strictly via store credit or account credit applied to your Wholesale Made account.

  • Exclusions: We do not offer monetary refunds, cash payouts, or compensation for potential lost retail sales, missed customer opportunities, or delivery delays.

3. Missing Items & Dispatch Errors

  • Missing Items: Check your delivery against the packing slip immediately. Any missing items must be reported within 7 calendar days of delivery. Missing items will be credited to your account or shipped as soon as possible.

  • Incorrectly Received Items: If you receive an item you did not order, notify us within 7 days. We will arrange a collection if necessary. If you were billed for an item sent in error, a replacement or credit will be issued upon inspection of the returned goods.

4. Order Cancellations & Restocking Fees

Because our products are handcrafted in small batches, orders cancelled after production or packing has commenced are subject to strict penalties.

  • Orders cancelled after processing or fulfillment has begun are subject to a 10% to 50% restocking and cancellation fee, depending on the labor and materials invested in the order.

  • Incorrect Delivery Addresses: If an incorrect or incomplete shipping address is provided by the buyer resulting in a failed delivery or return to sender, a mandatory redelivery fee will be charged before the goods are redispatched.

5. Non-Returnable Items

The following categories are strictly non-returnable and non-refundable:

  • Custom or made-to-order wholesale configurations.

  • Clearance, final-sale, or bulk offcut bundles (e.g., "Odds & Suds" type listings).

  • Opened or used products.

  • Digital gift cards.

6. International Orders & Customs

  • For orders shipped outside the UK, the buyer is entirely responsible for all local customs duties, import taxes, and regulatory compliance fees. Wholesale Made is not responsible for transit delays caused by customs processing.