Refund and Returns Policy

Last updated: 27 September 2026

Safety Wholesale is a trading name of IndustraCare Limited, registered in England and Wales under company number 09124713.

Registered office and returns address:

Safety Wholesale
Unit 6 Catkin Way
Bishop Auckland
County Durham
DL14 9TF
United Kingdom

Email: sales@safetywholesale.co.uk

1. Overview

We want you to be satisfied with your purchase. This policy explains how cancellations, returns, collections and refunds are handled.

Different rules apply depending on whether you are:

• A Consumer, purchasing wholly or mainly for personal use; or

• A Business Customer, purchasing wholly or mainly for a trade, profession or business.

Nothing in this policy limits the statutory rights of a Consumer.

2. Requesting a return

Please contact us before returning any goods.

Email sales@safetywholesale.co.uk with:

• Your order number;

• Your name or business name;

• The product and quantity you wish to return;

• The reason for the return;

• Photographs where the product is damaged, incorrect or faulty;

• Confirmation that the goods are unused, uninstalled and in their original packaging, where applicable; and

• Whether you intend to arrange the return yourself or require collection.

We will provide return instructions. Please do not return goods directly to a manufacturer or supplier unless we have instructed you to do so.

Unauthorised returns may be refused or may take longer to process.

3. Consumer cancellation rights

If you are a Consumer purchasing online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you receive the goods. Where one order is delivered in separate consignments, the cancellation period begins on the day after the final item is received.

After notifying us, you normally have a further 14 days to return the goods.

You may notify us by emailing sales@safetywholesale.co.uk or by using the cancellation form at the end of this policy.

4. Return costs for Consumer cancellations

Unless the goods are faulty, damaged or incorrect, you are responsible for the direct cost of returning them.

For large or manufacturer-shipped items, you may use a suitable insured carrier or ask us to arrange collection. Where we arrange collection of a manufacturer-shipped item, a £25 collection charge applies and will be deducted from your refund.

We will tell you about any additional return requirements before collection is booked.

The £25 collection charge does not apply where we confirm that the goods are faulty, damaged on delivery or supplied incorrectly.

5. Consumer refunds

For a valid Consumer cancellation made within the statutory cancellation period, we will refund:

• The price paid for the returned goods; and

• The cost of our least expensive standard delivery service, where a delivery charge was paid.

Any additional amount paid for premium, timed or expedited delivery is not refundable beyond the cost of standard delivery.

Refunds will normally be made to the original payment method within 14 days after:

• We receive the returned goods; or

• You provide satisfactory evidence that the goods have been returned,

whichever occurs first.

We may withhold the refund until we have received the goods or received suitable evidence of return.

A blanket restocking fee will not be applied to a Consumer exercising a valid statutory cancellation right. However, we may make a reasonable deduction if the value of the goods has been reduced because they were handled beyond what would reasonably be permitted when examining them in a shop.

6. Returns outside the Consumer cancellation period

Once the statutory cancellation period has expired, we are not required to accept a change-of-mind return. We may agree to accept a return at our discretion where you contact us promptly and the goods are:

• Unused and uninstalled;

• Complete;

• In resalable condition;

• In their original, undamaged packaging; and

• Accompanied by all instructions, fittings and accessories.

Where we voluntarily accept a manufacturer-shipped product outside the statutory cancellation period:

• A £25 collection charge applies if collection is arranged; and

• A 15% manufacturer restocking fee may be deducted from the refund.

Original delivery charges are not refunded for discretionary returns.

7. Business and trade returns

Business Customers do not have an automatic right to cancel or return goods because they have changed their mind.

Requests must normally be made within 14 days of delivery and are subject to our prior written approval.

Where we agree to a Business Customer’s change-of-mind return:

• Goods must be unused, uninstalled, complete and in resalable condition;

• Original packaging must be retained and undamaged;

• The Business Customer is responsible for return transport costs;

• A £25 collection charge applies to manufacturer-shipped goods where collection is arranged;

• A 15% manufacturer restocking fee applies to manufacturer-shipped change-of-mind returns; and

• Original delivery charges are not refundable.

Collection and restocking charges will normally be deducted from the refund or credit note.

We may decline a Business Customer return where an item was manufactured, modified, ordered or sourced specifically for that customer.

8. Products that cannot normally be returned

Unless faulty, incorrectly supplied or otherwise covered by statutory rights, the following products cannot normally be returned for change of mind:

• Products made to your specification or clearly personalised;

• Custom-sized, custom-coloured, printed, engraved or specially manufactured products;

• Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken;

• Opened sterile first-aid or medical products;

• Used or opened mouthpieces, mouthguards, respiratory products, hearing protection or similar hygiene-sensitive products;

• Goods that have been installed, fixed, altered, assembled or incorporated into another product;

• Products that have become inseparably mixed with other goods; and

• Products that deteriorate rapidly or have a limited shelf life.

Installing or using items such as macerators, sanitary equipment or other hygiene-sensitive products may make them unsuitable for a change-of-mind return.

This section does not affect your rights where goods are faulty, damaged, unsafe, incorrectly supplied or not as described.

9. Faulty, damaged or incorrect goods

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, appears faulty or is not what you ordered, email sales@safetywholesale.co.uk as soon as possible. Photographs of the goods, packaging and delivery label may help us resolve the matter more quickly.

Where we confirm that goods are faulty, damaged on delivery or incorrectly supplied, we will arrange an appropriate remedy. Depending on the circumstances, this may be:

• A repair;

• A replacement;

• Collection at our cost;

• A price reduction; or

• A refund.

Consumers retain all remedies available under the Consumer Rights Act 2015. Manufacturer warranties are additional to, and do not replace, statutory rights.

If returned goods are inspected and found not to be faulty, we may treat the return as a change-of-mind return and apply the relevant return, collection and restocking charges.

10. Condition and packaging

Please take reasonable care of products while they are in your possession.

Where possible, return goods in their original packaging with all labels, manuals, components, fixings and accessories.

Do not attach courier labels or tape directly to retail product packaging. Place the original packaging inside a suitable protective outer package.

You are responsible for goods until they reach the authorised return destination, unless collection has been arranged by us. We recommend using an insured and trackable service and retaining proof of dispatch.

11. Exchanges

We do not normally process direct exchanges. The quickest method is usually to return the original product for a refund and place a separate order for the replacement.

12. Order cancellations before dispatch

Contact us immediately if you wish to cancel an order that has not yet been dispatched.

We will try to stop the order, but manufacturer-shipped, made-to-order or rapidly processed orders may already have entered production or dispatch.

Your statutory Consumer rights remain unaffected where they apply.

13. Click and collect and freight-forwarder orders

Returns may be delivered to our premises by prior arrangement.

Goods collected by a customer or handed to a customer-appointed freight forwarder must be checked at handover where reasonably possible.

Where a customer independently appoints a freight forwarder, the customer is responsible for onward transport, insurance and any loss or damage occurring after the goods have been handed to that carrier. This does not affect rights relating to a fault or defect that existed at the time of handover.

14. Refund processing

Approved refunds will be made to the original payment method unless another method is agreed.

Although we issue refunds promptly, your bank or payment provider may take additional time to display the credit.

Business-account refunds may be issued as a credit note where appropriate.

15. Complaints

If you are dissatisfied with how a return or refund has been handled, email:

sales@safetywholesale.co.uk

Please include your order number and a clear explanation of the issue.