Returns Policy

Damaged items: 

Your role upon receiving your order is crucial. If the package shows visible damage on arrival, you must mark ‘Box Damaged‘ on the courier’s delivery record. This step, followed by thoroughly inspecting the contents, is vital to our returns process. 

It’s crucial to report any damages to Ascot Wholesale within 24 hours of receipt. This proactive step will ensure you obtain a credit or replacement promptly. 

After this period, no claims for damage in transit or boxes not signed as “Box Damaged” will be considered. 

Missing Items or Shortages: 

We urge you to inspect all packages carefully upon receiving your order. If any items are missing, please notify Ascot Wholesale within 48 hours of receiving the order for credit or replacement.  

You can only claim for shortages or missing items within 48 hours. 

Faulty Equipment 

Where goods are deemed faulty upon receipt, we will arrange for the collection of the item(s) and offer you the choice of a replacement item/part at no extra cost. 

Returns: 

If you receive your order in excellent condition but find any item unsuitable. We have designed our return policy to be fair and transparent in that case.  

You may return the item for a refund within 14 days of receipt, provided it’s in its original condition and packaging.  

Please be aware that we will deduct a carriage and restocking fee of up to 25% of the returned items’ value from the credit for the returned goods.  

Address for Returned Items: 

Ascot Wholesale Ltd 
Unit 2, The Rose Estate, 
Osborn Way, Hook, 
Hampshire, RG27 9UT 

Please keep in mind the following information: 

Goods returned to our warehouse without authorization may be refused and returned to you. 

Please be aware that refunds are not eligible for orders for larger quantities, products with custom printing, or specifically ordered products.  

When ordering large items, please ensure suitable delivery access is available to your premises. Extra charges may apply if sufficient access is not available during delivery. 

Failure within the Guarantee Period 

To receive warranty repairs, you must provide proof of purchase. We will follow the manufacturer’s warranty terms. If a product fails during the warranty period. In that case, we will follow the manufacturer’s terms, which may include collecting the item, providing replacement parts, or sending an engineer to the site. The preparation will ensure a smooth process for you.   

If the fault is due to a manufacturing defect. We will help arrange for its repair or replacement.  

However, we will provide you with a quote for the necessary repairs if we determine that the fault results from normal wear and tear, misuse, or accidental damage.  

If a product fails due to normal wear and tear, misuse, or accidental damage, the customer is responsible for covering all carriage charges and repair costs.  

Warranty 

All products sold include a UK warranty where applicable. Click to read more about warranty information. 

Cancellation of Orders 

Due to increased order cancellations, we will implement charges to cover our costs for credit card fees, phone calls, administrative work, and other related expenses.  

Order cancellations will incur an admin fee of 10% of the order value, up to 30% of the order value on large orders.  Please contact the office to determine the charge for your specific order.

Additionally, please note that there may be additional delivery charges for goods that need to be collected and returned to Ascot Wholesale. Read more about the cancellation policy. 

Credit Card Security Checks 

At Ascot Wholesale, we understand the rising number of identity theft and credit card fraud cases.  

That’s why we’ve implemented stringent security measures. All online orders are carefully examined for potential fraudulent credit card transactions, ensuring your safety and peace of mind.  

We will conduct additional security checks on any transactions that don’t meet our secure payment criteria, and we might ask the cardholder to provide proof of the transaction’s legitimacy. Orders will be cancelled due to insufficient evidence related to the credit card. In that case, a cancellation fee will be applied per our policy. 

We advise all customers to review the information provided at the time of purchase, as any errors regarding credit card addresses or information may lead to further checks before the goods can be dispatched, potentially resulting in longer delivery times. 

Please contact our order processing team at 01256 769990