This policy applies to purchases made from Memphies Ltd. Most of our customers purchase from us for business purposes. Nothing in this policy affects any rights that cannot legally be excluded.
Unwanted or surplus stock
Business customers do not have an automatic right to return goods that have been correctly supplied but are no longer required.
We may, at our discretion, accept the return of standard stocked products where:
- the return is requested within 14 days of delivery;
- the products are unused, unopened and in their original, undamaged cases;
- the products are in a fully resalable condition;
- the products have been stored appropriately; and
- we have approved the return before the goods are sent back.
Please contact us at info@memphies.com before returning anything. Goods returned without prior approval may not be accepted.
Where a discretionary return is accepted, the customer is responsible for returning the goods to us or paying any agreed collection costs. Original delivery charges are not refundable. Any applicable collection or handling charge will be confirmed before the return is authorised.
Event stock
Orders placed for events are firm orders. We do not ordinarily accept returns of stock left unused following an event, including where attendance, demand or sales were lower than expected.
If sale-or-return terms are required, these must be discussed and expressly agreed by us in writing before the order is placed. We may occasionally agree an exception at our discretion, but this should not be assumed when ordering.
We recommend allowing carefully for expected demand when placing an event order. Please contact us if you would like help estimating quantities.
Products that cannot be returned
Unless faulty, damaged or incorrectly supplied, we cannot accept returns of:
- bespoke, branded, printed or personalised products;
- products ordered or sourced specifically for a customer;
- discontinued, clearance or sale products;
- opened cases, part-cases or products with broken seals;
- food, perishable products or products with a limited shelf life;
- food-contact or hygiene-sensitive products where the packaging has been opened or their storage conditions cannot be verified;
- chemicals, liquids or hazardous products; or
- goods that have been used, damaged, marked, contaminated or stored incorrectly after delivery.
Damaged, faulty, missing or incorrect goods
Please inspect your order as soon as reasonably possible after delivery.
If any goods are visibly damaged, missing or incorrect, please contact us promptly at info@memphies.com, ideally within 48 hours of delivery. Please include your order number, details of the issue and photographs where relevant.
For problems that could not reasonably have been identified on delivery, please contact us as soon as the issue becomes apparent.
Where goods are confirmed as faulty, damaged or incorrectly supplied, we will provide an appropriate remedy, which may include replacement goods, account credit or a refund. We will also arrange or cover reasonable return costs where the problem is our responsibility.
How to request a return
To request a return, email info@memphies.com with:
- your order number;
- the products and quantities you wish to return;
- the reason for the return; and
- photographs of the goods and packaging, if requested.
If the return is approved, we will provide instructions. Do not return goods until you have received our authorisation.
The return address will be confirmed when the return is approved. Please do not send goods to our registered office or another Memphies address without prior agreement.
Refunds and account credits
Once an authorised return has been received and inspected, we will confirm whether it has been accepted.
Approved refunds will normally be made to the original payment method within 10 working days. Where appropriate, and particularly for customers purchasing on account, we may instead issue an account credit or credit note.
It may take additional time for a bank or payment provider to process a refund.
Consumer purchases
If you are purchasing wholly or mainly for purposes outside your trade, business, craft or profession, you may have additional rights under UK consumer law, including cancellation rights for many online purchases.
Please contact us at info@memphies.com if you believe you are purchasing as a consumer. Nothing in this policy limits your statutory rights.
Contact details
Memphies Ltd
Email: info@memphies.com