Refund policy

Heaton Fulfilment supplies products primarily on a business-to-business basis. As a result, returns and refunds are not generally available for unwanted products, changes of mind or products that a customer is unable to resell.

We will, however, work promptly to resolve genuine order issues where Heaton Fulfilment has supplied an incorrect, damaged or faulty item.

1. Incorrect Orders

If you receive an incorrect product, size or style due to an error by Heaton Fulfilment, please contact us as soon as possible.

We will review the issue and, where appropriate, arrange a replacement, return or refund.

2. Damaged or Faulty Products

If a product arrives damaged or appears to have a genuine fault, please contact us promptly after delivery.

We may ask for photographs or other information so that we can assess the issue.

Where a fault or damage is confirmed, we will provide an appropriate resolution in accordance with the circumstances and applicable law.

3. Size Changes

If your customer requires a different size, please contact us.

Size exchanges are not guaranteed and will depend on available inventory and the condition of the original product.

We will always do our best to help find a suitable solution where possible.

4. Change of Mind

As our products are supplied on a business-to-business basis, we do not normally accept returns or provide refunds because:

You or your customer has changed their mind.
A product is no longer required.
A product has not sold.
The wrong size or product was ordered by the customer.

Please check all product, size and delivery information carefully before placing an order.

5. Order Cancellations

Orders are processed quickly to support same-day fulfilment.

Once an order has entered the fulfilment or dispatch process, we may be unable to cancel or amend it.

If you need to request a cancellation, please contact us as soon as possible.

6. Return Authorisation

Products should not be returned to Heaton Fulfilment without contacting us first.

Where a return is approved, we will provide the appropriate return instructions.

Unauthorised returns may not be accepted or processed.

7. Direct-to-Customer Orders

Where Heaton Fulfilment dispatches an order directly to your customer, the commercial relationship with that customer remains between you and your customer.

You are responsible for managing your own customer-facing returns and refund obligations.

Where the issue has resulted from an error by Heaton Fulfilment, please contact us so that we can assist with resolving it.