Returns & Refunds

This Returns & Refunds Policy explains how you may return products bought from Easy Supply (operated by Easy Supply LTD, company number 16202697) and how refunds are handled. It forms part of our Terms & Conditions and should be read together with them.

We sell to two different types of customer, and your rights depend on which one you are:

• Consumers — individuals buying wholly or mainly for personal use, outside any business. You benefit from statutory protections under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• Business customers — anyone buying in the course of a business, trade, craft or profession (for example a café, restaurant, takeaway, market trader or reseller). Different, more limited rules apply, set out in the Business Customers section below.

Depending on your situation you may have the right to: (a) cancel a distance purchase within the statutory cooling-off period; (b) reject, or ask us to repair or replace, goods that are faulty, damaged, incorrect or not as described; or (c) request a refund. Nothing in this policy removes or limits your legal rights.

If you are unsure which category you fall into, or which right applies, contact us at [email protected] before returning anything and we will help.

If you are a consumer buying online, by phone or otherwise at a distance, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order and receive a refund, even if there is nothing wrong with the goods. This is often called a "cooling-off" period.

How the cancellation period works:

• You have 14 calendar days to notify us that you wish to cancel. This period starts the day after you (or someone you nominate, other than the carrier) receive the goods.
• Where your order is delivered in multiple parcels on different days, the 14 days run from the day after you receive the last item.
• For a regular delivery of goods over a set period, the 14 days run from the day after you receive the first delivery.
• To cancel, simply tell us in a clear statement before the 14 days expire — by email to [email protected] or by phone on +44 7956 786011. You may use the model cancellation form, but you do not have to. We recommend email so there is a written record.

After you cancel: you must return the goods to us without undue delay and in any event within 14 days of telling us you are cancelling. You are entitled to a refund of the price paid plus the standard (least expensive) delivery cost we offered. If you chose a more expensive delivery option, we refund only up to our standard delivery rate.

We may reduce your refund to reflect any loss in value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning (in other words, more than you could in a shop).

By law, the 14-day cooling-off right does not apply to certain goods. Because we supply food-contact packaging, hygiene and disposable products, the following exceptions are especially relevant:

• Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery. This includes hygiene-sealed food packaging, gloves, wipes, catering disposables and similar items where the protective seal or shrink-wrap has been opened.
• Made-to-order, bespoke or personalised items — for example printed cups, napkins, bags, labels or packaging produced to your specification, and products cut, mixed or blended to your requirements.
• Goods that, after delivery, are inseparably mixed with other items by their nature.
• Perishable goods or goods liable to deteriorate or expire rapidly.

These exceptions apply only to change-of-mind cancellations. They do not affect your rights if the goods are faulty, damaged, incorrect or not as described — see the next section. If a sealed hygiene product arrives faulty, you keep your full statutory remedies.

Under the Consumer Rights Act 2015, goods we supply to consumers must be of satisfactory quality, fit for purpose and as described. If they are not, you have the following remedies:

• 30-day short-term right to reject. If goods are faulty, damaged or not as described, you may reject them and claim a full refund within 30 days of receiving them.
• Repair or replacement. After the 30 days, or if you prefer, you can ask us to repair or replace the goods. We will do so within a reasonable time and without significant inconvenience to you.
• Price reduction or final right to reject. If a repair or replacement is unsuccessful, not possible, or would cause significant inconvenience, you may claim a price reduction or reject the goods for a refund. A deduction may be applied for use in some cases after the first six months.

For faults appearing within the first six months, the goods are presumed to have been faulty at the time of delivery unless we can prove otherwise.

Damaged, incorrect or missing items: please check your delivery on arrival. Report any damage, wrong items or shortages to [email protected] as soon as possible and, where you can, within 48 hours of delivery, with photographs of the item and packaging. Prompt reporting helps us investigate with the courier, but does not affect your statutory rights. We will arrange a replacement, redelivery of missing items, or a refund at no cost to you.

Business customers: faulty-goods claims are handled under the Business Customers section and the Terms & Conditions rather than the Consumer Rights Act 2015.

To keep returns quick and traceable, please start every return with us before sending anything back:

• Email [email protected] (or call +44 7956 786011) quoting your order number, the items and quantities you wish to return, and the reason (change of mind, faulty, damaged, incorrect, etc.).
• We will issue you an RMA reference (Return Merchandise Authorisation) and return instructions, including the correct return address. Please write the RMA reference clearly on or inside the parcel.
• Do not send items back without an RMA reference — unauthorised returns may be delayed, refused or go untraced, which can slow your refund.

Keep your proof of postage until your refund or replacement is confirmed. For faulty or damaged goods, attaching photographs to your email speeds up the process.

For change-of-mind returns, goods must be returned:

• Unused and in a resaleable condition, with any hygiene seals, shrink-wrap and original manufacturer packaging intact.
• Complete with all parts, free items, manuals and accessories that came with them.
• Adequately protected for transit — ideally in the original outer box or a suitable equivalent, so they are not damaged on the way back to us.

Please do not stick tape or labels directly onto product packaging; use an outer box or bag. We may reduce or decline a change-of-mind refund where goods are returned incomplete, used beyond simple inspection, with broken hygiene seals, or damaged due to inadequate return packaging. This condition requirement does not apply to goods returned because they are faulty, damaged, incorrect or not as described.

• Change of mind (consumer cancellation): you are responsible for the cost of returning the goods to us, unless we agree otherwise or told you differently at the point of sale. We recommend a tracked or insured service for anything valuable, as you are responsible for goods until we receive them.
• Faulty, damaged, incorrect or not as described: we pay. We will either provide a pre-paid returns label or refund your reasonable return postage. Please keep your receipt.

If a return qualifies for us to pay postage but you used an unusually expensive service without agreeing it with us first, we may refund only a reasonable amount.

Once your return is approved, we process refunds as follows:

• Refunds are made to the original payment method used for the order. We cannot refund to a different card or account.
• For consumer cancellations, we refund within 14 days of receiving the goods back, or 14 days from proof that you have sent them, whichever is sooner. We may withhold the refund until the goods are returned or you provide proof of return.
• For faulty, damaged, incorrect or missing items, we aim to refund promptly and in any event within 14 days of agreeing the refund.
• After we issue a refund, it can take a few additional working days for your bank or card provider to show the funds.

Where you are entitled to a refund of delivery, we refund the standard delivery cost as explained in section 2. If a return does not qualify for a refund, we will explain why and, where appropriate, offer to return the goods to you.

If you buy in the course of a business, the consumer cancellation and Consumer Rights Act 2015 protections above do not apply. The following terms govern business returns:

• No automatic right of return. Correctly supplied goods that are not faulty are non-returnable. We may, at our discretion, accept a return only with our prior written consent and a valid RMA reference.
• Restocking charge. Where we agree to accept a discretionary return, a restocking fee of 15% of the goods value, or £30, whichever is greater, will be deducted from any credit.
• Return carriage at your cost. You arrange and pay for return delivery, and bear the risk until the goods reach us in resaleable condition.
• Original delivery non-refundable. The delivery charge on the original order is not refunded on discretionary returns.
• No return of customised or hygiene goods. Made-to-order, printed, bespoke, perishable and hygiene-sealed items cannot be returned once supplied or unsealed.
• Faulty goods. Genuinely faulty, damaged or incorrect goods should be reported within a reasonable period (ideally within 48 hours of delivery for transit damage/shortages). We will repair, replace or credit at our option in line with our Terms & Conditions.

These business terms do not affect any non-excludable statutory rights that may apply to business-to-business sales.

For clarity, the following are not returnable for change of mind (this does not affect claims for faulty goods):

• Hygiene-sealed products once the seal or shrink-wrap has been opened (for example food packaging, gloves, wipes, catering disposables).
• Made-to-order, bespoke, printed or personalised items.
• Perishable goods and items with a short shelf life or approaching expiry.
• Goods cut, mixed, blended or otherwise altered to your specification.
• Goods that have been used beyond simple inspection, or are no longer in resaleable condition.
• Clearance, promotional or specially discounted stock explicitly sold as non-returnable at the point of sale (statutory rights unaffected).

Until the goods reach us, they remain your responsibility, so please pack them well and obtain proof of postage. We recommend a tracked and/or insured service for higher-value returns.

• If your return is lost in transit without proof of postage, we may be unable to refund until the goods arrive.
• If a return arrives outside the applicable time limits (for example after the 14-day return window for a consumer cancellation), we may decline the refund or offer a partial credit at our discretion.
• If goods are returned without an RMA reference or cannot be matched to an order, we will try to trace them, but this may delay processing. Unidentifiable returns held for more than 90 days may be disposed of.

If you think a refund is overdue, contact us at [email protected] with your order number and proof of postage and we will investigate promptly.

For any return, refund or query about this policy, please contact us:

• Email: [email protected]
• Phone: +44 7956 786011
• Company: Easy Supply LTD (trading as Easy Supply), registered in England & Wales, company number 16202697.
• Address: Registered Office: Flat 200 Edinburgh House, Edinburgh Gate, Harlow, CM20 2TJ, United Kingdom — Trading/Warehouse: Unit 6 Marshall Paving, Cattlegate Road, Enfield, EN2 9ED, United Kingdom

This policy does not affect your statutory rights. For free, impartial advice, consumers can contact Citizens Advice (citizensadvice.org.uk).