Scope
This policy applies to business-to-business (trade) sales by Arc Distributors Ltd. Where a written trade agreement is in place between us and a customer, the terms of that agreement take precedence over this page. This policy does not affect any statutory rights that cannot be excluded by law.
Checking your delivery
Please inspect goods on delivery. Shortages, incorrect items or visible transit damage should be noted with the carrier where possible and reported to us within 2 business days of delivery, quoting your order or invoice number.
Damaged or faulty goods
If goods arrive damaged or prove faulty, contact us at hello@arcdistributors.co.uk within 5 business days of delivery with your order number, a description of the issue and supporting photographs. Where a fault is confirmed, we will — at our option and our cost — replace the affected goods or issue a credit or refund.
Non-faulty returns
Because we trade on a wholesale basis, returns of correctly supplied, non-faulty goods are accepted only by prior written agreement. Where a return is agreed:
- goods must be unused, in their original packaging and in resaleable condition;
- the return must be booked with us in advance and sent to the address we confirm;
- carriage and risk in transit are the returning party's responsibility unless agreed otherwise;
- any handling or restocking arrangement will be confirmed in writing before the return is made.
We recommend using an insured, trackable service — we cannot credit goods we do not receive.
Refunds and credits
Agreed refunds or credits are processed promptly once returned goods have been received and checked, using the same payment route as the original transaction unless agreed otherwise.
Contact
Questions about this policy, or a return you would like to arrange, should be sent to hello@arcdistributors.co.uk with your order or invoice number.