Overview
At Racz Wholesale, we pride ourselves on providing top-quality products to our customers. Every order is carefully inspected before shipment to ensure it arrives in perfect condition. In the unlikely event that you are dissatisfied with your purchase, we have established this return and refund policy to ensure a smooth process for both parties.
Eligibility for Returns
You may request a return within 14 days of receiving your order, provided that:
- The item is unused, undamaged, and in its original packaging.
- All tags, certificates, and documentation (if applicable) are intact.
- The product has not been custom-made, personalized, or altered in any way.
- Custom or made-to-order items are non-refundable unless defective or damaged upon arrival.
Return Process
To initiate a return, please contact our Customer Service team at info@raczwholesale.co.uk with the following details:
- Your order number.
- Product name(s).
- Reason for return.
Once we approve your return, you will receive return authorization along with instructions for shipping.
Please note:
We recommend using a tracked and insured courier to return the item as we are not liable for lost or damaged returns during transit.
Returns must be shipped back within 7 days of receiving return approval.
You are responsible for the return shipping costs unless the item arrived damaged or faulty.
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund. If the return is approved, your refund will be processed to the original payment method within 7–10 business days.
Please note:
- Shipping fees, duties, and transaction charges are non-refundable.
- Refunds will not be granted for items that show signs of use, tampering, or installation.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery with clear photographic evidence of the issue. In this case, we will offer:
- A replacement product, or
- A full refund, including return shipping costs.
Exchanges
Due to the nature of our inventory, we do not offer direct exchanges. If you wish to purchase another item, you may initiate a return (where applicable) and place a new order.
Non-Returnable Items
The following items are non-returnable:
- Custom-made or commissioned products
- Bespoke lighting or tailored installations
- Opened candles, diffusers, or fragrances
- Items returned without prior authorization
Product Not Arrived
If your order has not arrived within the expected delivery window, please contact us immediately. We will investigate the issue and work with the courier to resolve it. If the product is confirmed lost or undelivered, we will offer a full refund or a replacement.
Late or Missing Refunds
If you haven’t received your refund after 10 business days, please contact your bank or credit card provider to inquire about the delay. If you continue to experience issues, please reach out to us at info@raczwholesale.co.uk.
Need Help?
For any questions or concerns about returns, refunds, or exchanges, please contact us at:
📧 info@raczwholesale.co.uk
📍 Racz Wholesale, Unit F3 Scrips Farm, Cut Hedge Lane, Coggeshall, Colchester, England, CO6 1RL
Thank you for shopping with Racz Wholesale!