Returns & Refunds Policy (B2B Customers)

By using our website and placing an order, you agree to the terms outlined in this Returns & Refunds Policy.

1. General Policy

1.1 This Returns Policy applies strictly to business-to-business (B2B) transactions made through Nexus Wholesale.

1.2 We do not accept returns for change of mind or overstocking. Returns are only accepted for goods that are faulty, damaged, or incorrectly supplied.

1.3 All returns must be authorised in advance by Nexus Wholesale. Unauthorised returns will be refused.

2. Returns Authorisation

2.1 To request a return, you must notify us within 3 working days of receiving your delivery by contacting sales@nexuswholesale.uk with the following information:

  • Business name and order number

  • Product code(s) and quantity

  • Description of the issue (including images if applicable)

2.2 Upon approval, you will be provided with a Returns Authorisation Number (RAN) and further instructions.

2.3 Returned goods must be received within 7 working days of RAN approval unless otherwise agreed in writing.

3. Faulty or Damaged Goods

3.1 If goods arrive damaged or are found to be faulty upon inspection, we will offer a replacement, credit, or refund at our discretion.

3.2 All returned items must be in the original packaging, unused, and in a resalable condition, unless faulty.

3.3 Any damage or fault resulting from misuse, improper handling, or unauthorised repair will void eligibility for return or replacement.

4. Incorrect Items Supplied

4.1 If you receive items not matching your order, please report the issue within 3 working days of receipt.

4.2 We will arrange for the incorrect items to be returned and the correct items to be shipped at no additional cost, subject to availability.

5. Return Conditions

5.1 Items must be returned in their original condition with all accessories, manuals, and packaging intact.

5.2 Goods returned without original packaging or showing signs of use may be subject to a restocking fee or refusal of return.

5.3 Return shipping is the responsibility of the buyer unless the return is due to a Nexus Wholesale error.

6. Restocking Charges

6.1 In exceptional cases where a return is approved outside of the above terms, a restocking fee of up to 25% may apply.

6.2 Any restocking fee will be confirmed in writing before return is authorised.

7. Refunds & Credits

7.1 Approved refunds will be processed within 7 working days of receiving the returned goods.

7.2 Refunds will be issued via the original payment method or as a credit to your trade account, depending on agreement.

8. Non-Returnable Items

8.1 The following items are non-returnable:

  • Special order or custom products

  • Opened or used items (unless faulty)