Returns Policy

Wholesale Returns Policy

This is a wholesale-only business. The returns terms below apply to all trade account holders.

Returns Window

Returns must be requested within 30 days of receiving your order. Requests outside this window cannot be accepted unless the goods are faulty.

How to Request a Return

Email vie@global1st.co.uk with the following:

  • Order number
  • Business name and contact details
  • Items being returned (SKU and quantity)
  • Reason for return
  • Photographic evidence (for damaged or faulty goods)

Always contact us before returning anything - we will issue return instructions and the correct return address. Unauthorised returns may be refused or delayed.

Restocking Fee

A 20% restocking fee applies to all non-faulty returns. This covers:

  • Inspection and re-shelving
  • Re-packaging where required
  • Administrative handling

The restocking fee is deducted from the refund amount.

Condition of Returns

  • Items must be returned in original condition, unopened, with all seals and packaging intact
  • Opened items can only be accepted if faulty
  • Items showing signs of retail display, pricing labels, or customer handling cannot be accepted

Partial Returns

Yes, you can return part of an order rather than the whole consignment - but you must contact us first to agree the return.

Damaged or Missing Items

Damaged-in-transit and missing item claims must be reported within 48-72 hours of delivery (industry standard). After this window, we cannot raise a claim with the courier.

To report damage or missing items:

  1. Take photos of the damaged goods, packaging and shipping label
  2. Email vie@global1st.co.uk with the photos and order number
  3. Keep the original packaging until the claim is resolved

We will offer replacement, refund or credit note depending on availability and your preference.

Faulty Items Discovered Later

Manufacturing faults or quality issues discovered within 30 days of delivery will be replaced or refunded at no cost. Beyond 30 days, we will assess each case individually.

Shipping Costs on Returns

  • Faulty or incorrectly supplied goods: We cover return shipping costs
  • Non-faulty returns / change of mind: Customer pays return shipping
  • Original shipping costs: Non-refundable unless goods are faulty or supplied in error

Refunds

Once returned goods are received and checked, refunds are processed within 5-10 working days to the original payment method, less any applicable restocking fee.

Items We Cannot Accept

  • Items beyond the 30-day window (unless faulty)
  • Custom or special-order items
  • Final clearance items (marked at point of sale)
  • Opened consumables (incense, candles, oils, smudge sticks)

Contact Us

For returns questions, contact:
Email: vie@global1st.co.uk
Tel: 020 3417 2320 / 07799 828585

Global 1st Ltd
Unit E6, Phoenix Business Centre
Rosslyn Crescent, Harrow, HA1 2SP
United Kingdom