Refund policy

Return & Refund Policy

Effective Date: 1st November 2024

Thank you for choosing CSP Solutions Limited t/a Wholegood. We are committed to providing high-quality products and services to our valued wholesale customers. If you are not entirely satisfied with your purchase, we’re here to help.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The item must be unused, in its original packaging, and in the same condition as when you received it.
  • Returns must be requested within 24hrs from the date of delivery.
  • Proof of purchase is required for all returns and refunds.

Note: Certain items, such as perishable goods, customized products, or items marked "final sale," are not eligible for returns.

2. Return Process

To initiate a return, please contact our Customer Service team at customerservice@wholegood.co.uk with your order number and reason for return. Our team will guide you through the steps and provide you with a Return Authorization (RA) number if your return is approved.

Steps:

  1. Contact Customer Service: Notify us of the return, including reasons and supporting documentation if the product is faulty or damaged.
  2. Return Authorization: Once approved, you will receive an RA number. Returns without an RA number will not be accepted.
  3. Shipping: Arrange shipping back to our facility. Please note that you are responsible for the return shipping costs unless the product is defective or incorrect.

3. Refunds

Once we receive and inspect the returned item, we will notify you of the status of your refund. Refunds are typically processed within 7 days after the inspection.

Refund Methods:

  • Original Payment Method: We will issue a refund to your original payment method. This process may take an additional 7 days to appear in your account, depending on your payment provider.
  • Store Credit: In some cases, a credit may be issued to your account with us instead of a direct refund.

4. Exchanges

Exchanges are only available for defective or damaged items. To exchange an item, follow the return process and specify that you would like an exchange.

5. Damaged or Defective Goods

If you receive an item that is defective or damaged, please contact our Customer Service team immediately with supporting evidence (e.g., photos). We will arrange for a replacement or issue a refund, including return shipping costs, where applicable.

6. Non-Returnable Items

Certain items are non-returnable and non-refundable. These include, but are not limited to:

  • Custom or personalized items
  • Perishable goods
  • Items marked “final sale” or “non-returnable”

7. Restocking Fees

A 20% restocking fee may apply to returned items that are not defective or damaged. This fee will be deducted from your refund amount.

8. Contact Us

If you have any questions about our Returns & Refund Policy, please contact us at:

CSP Solutions Limited t/a Wholegood
Customer Service
Email: customerservice@wholegood.co.uk
Phone: 02087477910
Address: 85 Great Portland Street, First Floor, London, England, W1W 7LT