Returns Policy & Reporting Shortages/Damages

We want you to be fully satisfied with our service. Subject to the conditions below, we will raise a credit note or arrange a replacement where appropriate if an item is faulty, damaged, or ordered in error.

Shortages & Damaged Items

Please check your delivery carefully on receipt.

• Any shortages or damaged items must be reported to info@buywise-uk.com 
• Notification must be made as soon as possible and no later than 2 working days from delivery
• Please include: order reference, item code, quantity affected, and details of the issue
• Affected stock and packaging should be kept to one side until advised otherwise, as this may be required for investigation

Claims reported outside this timeframe may be rejected.

Returns (Non-Damaged / Unwanted Items)

Requests to return non-damaged or unwanted items must be made within 14 days of delivery by emailing info@buywise-uk.com with:

• Order reference / Date of order
• Item code
• Quantity to be returned
• Reason for return

Items must be:

• Unused, unopened, and in original packaging
• In a resalable condition
• Not sold as non-returnable (Further details below)

Requests made after 14 days may be accepted at reduced credit value.

Pharmacy Products

• Pharmacy lines are non-returnable as standard
• The only exception is where items are faulty or damaged on receipt

If faulty or damaged, please:

• Keep the affected stock to one side else this may affect the return
• Contact us as soon as possible at info@buywise-uk.com so we can follow our complaints procedure effectively

Non-Returnable Items
For health, safety, and hygiene reasons, we cannot accept returns or issue credit for:

• Certain medical products (including PPE)
• Food and drink items (including biscuits, chocolates, coffee, and water)
• Bespoke, special-order, or cold-chain items (unless faulty or not meeting agreed specification)

Credits & Charges

• All approved returns are processed as a credit note only unless otherwise agreed
• Original delivery charges are non-refundable (if applicable)
• Reasonable third-party charges (e.g. restocking or courier fees) may be deducted where applicable and will be advised at the time of request
• Failed collections charges may also be deducted if applicable

Credits will be processed as soon as possible after returned goods are received and approved for credit by supplier.