Returns and Claims
Trade terms, not consumer rights
Stock Manor sells business to business. Consumer distance selling rights, including the consumer right to cancel, do not apply to trade orders.
Your statutory rights as a business buyer, and our obligation to supply goods that match their description and are of satisfactory quality, are unaffected by anything on this page.
Check your delivery in
Check every delivery against the despatch note as soon as you reasonably can, rather than leaving sealed cartons until the goods are needed.
Report any shortage, picking error or damage in transit within 48 hours of delivery, and any fault within 30 days. Carrier claims in particular are time-limited, so a late report can leave a claim that cannot be recovered.
Shortages and picking errors
If something on your despatch note is missing, or you have been sent the wrong item, colour or size, email info@stockmanor.co.uk with:
- your order number
- the product code and description affected
- the quantity short, or the item received in error
- a photograph of what you received, including any outer carton label
We will send the missing goods or arrange collection of anything sent in error.
Damage in transit
If the outer packaging is visibly damaged, sign for it as damaged. Photograph the outer carton and the damaged goods before unpacking any further, and keep all packaging until the claim is settled: carriers frequently ask to inspect it.
Send the photographs with your order number within 48 hours of delivery. Carrier claims are time-limited, so report transit damage on the day you receive it wherever possible.
Faulty goods
If a product is faulty, tell us what the fault is and how many units are affected, and send photographs. Tell us if the fault runs across a whole batch, because that affects the line for every customer.
We will replace, credit or refund faulty goods. Tell us within 30 days of delivery. Where a fault could not reasonably have been found on inspection, we will still consider a claim after 30 days.
Returns of unwanted goods
We do not normally accept returns of goods that are simply not wanted, over-ordered or slow to sell. This is standard trade practice: we cannot resell stock that has been in a shop or on a market stall.
Where we do agree to take goods back as a goodwill exception, the following apply. Ask us first: the terms of any goodwill return, including carriage and any restocking charge, are agreed case by case before you send anything.
- Goods must be unused, unworn and in their original packaging, with any tags and labels intact.
- Pack products must be returned as complete unopened packs of 12.
- Get our agreement before sending anything back. Unauthorised returns may be refused.
How to send goods back
Only return goods once we have agreed the return and given you a return reference. Write the reference on the outside of the parcel, include a copy of the despatch note, and pack the goods so they arrive in a resaleable condition.
We will give you the correct return address when we agree the return. Please do not send goods to our registered office address unless we have asked you to: it is a registered address, not a returns department, and goods sent there may be delayed or refused.
Use a tracked service. Until goods reach us they remain your responsibility, and we cannot credit a return we have no record of receiving.
Carriage on returns is paid by you, unless the goods were faulty, damaged in transit, or sent in error by us, in which case we pay it.
Refunds and credits
Refunds go back to the original payment method. Where an order was supplied on credit terms, we credit your account. Where VAT was charged, it is refunded with the goods. We aim to process an agreed refund or credit within 14 days of receiving the returned goods or of agreeing the claim, whichever is later.
Contact
Raise everything on this page by email to info@stockmanor.co.uk, quoting your order number, or use the contact page. See also delivery information and how to order.