Refund policy

IBSELA LIMITED Return and Refund Policy

IBSELA LIMITED operates primarily as a cash-and-carry wholesaler supplying food, drink and related products. Many purchases are made by trade and business customers who select and inspect goods before collection. This policy explains how returns, exchanges, credits and refunds are handled.

Nothing in this policy excludes or limits any legal right or remedy that cannot lawfully be excluded. If you are buying wholly or mainly for personal use, your statutory consumer rights apply in addition to this policy.

1. Scope of this policy

This policy applies to goods purchased from IBSELA LIMITED in person, for collection, or through our online store. A trade purchase is a purchase made wholly or mainly for business, resale, professional or commercial purposes. Consumer purchases are treated in accordance with applicable UK consumer law.

2. Change-of-mind returns for trade and cash-and-carry purchases

Because we operate as a cash-and-carry wholesaler and stock food, drink and other date-sensitive goods, trade purchases and goods selected in person are not normally returnable simply because they are no longer required, were over-ordered, were ordered in error, or cannot be resold by the customer.

At our discretion, we may agree to accept an unopened, unused, non-perishable item in its original sealed packaging and fully resalable condition if you contact us within 7 calendar days of purchase. You must provide proof of purchase and obtain our approval before returning any goods. Any discretionary return may be offered as a replacement, credit note or refund, depending on the circumstances. This voluntary trade policy does not affect a consumer's statutory rights.

3. Goods that cannot normally be returned

Unless the goods are faulty, unsafe, incorrectly supplied, misdescribed, recalled, or otherwise subject to a legal right of return, we do not normally accept returns of:

  • fresh, chilled, frozen or otherwise perishable goods;
  • food or drink products once opened, unsealed or removed from their original packaging;
  • goods whose hygiene, safety, temperature control or chain of custody cannot be verified;
  • goods damaged, stored incorrectly or transported improperly after collection or delivery;
  • personalised, specially ordered or made-to-order goods;
  • clearance, short-dated or reduced goods where the relevant condition or date was made clear before purchase; or
  • goods that are no longer in a clean, complete and fully resalable condition.

4. Faulty, damaged, unsafe, misdescribed or incorrect goods

If goods are faulty, damaged on delivery, unsafe, not as described, or different from what you ordered, please contact us as soon as possible. We may request:

  • your receipt, invoice or order number;
  • the product name and quantity affected;
  • clear photographs of the goods and packaging;
  • the batch, lot or best-before/use-by information; and
  • details of how the goods were transported and stored after receipt.

Please keep the goods and packaging and do not dispose of them until we have advised you, unless keeping them would be unsafe. After assessment, we will provide an appropriate remedy, which may include replacement, repair where relevant, account credit, price reduction or refund. For consumer purchases, remedies will be provided in accordance with applicable statutory rights.

5. Collection and delivery checks

Trade customers should inspect goods, quantities, packaging and dates at collection or delivery. Visible shortages, damage or incorrect items should be reported before leaving our premises or to the delivery driver where practical. Please notify us promptly after discovery; for perishable, chilled or frozen goods, reporting within 24 hours helps us investigate temperature, handling and stock records. This request does not remove any legal right that cannot be excluded.

6. Online cancellation rights for consumers

If you are a consumer purchasing online, by telephone or by another distance-selling method, you may have the right to cancel an eligible order within 14 days after receiving the goods, without giving a reason. After notifying us, you generally have a further 14 days to return eligible goods.

The statutory change-of-mind cancellation right does not generally apply to goods that are liable to deteriorate or expire rapidly, including many perishable food products, or to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. It may also not apply to personalised or specially made goods.

For an eligible consumer change-of-mind return, goods must be handled only as reasonably necessary to inspect them. We may make a lawful deduction for loss in value caused by handling beyond that. Unless we agree otherwise or the goods are faulty or incorrect, the customer is responsible for the direct cost and safe return of the goods. Where required by law, we will also refund the standard outbound delivery charge. Consumer refunds will be made within the applicable statutory time limit.

These consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes unless we agree otherwise in writing.

7. How to request a return, replacement or refund

Contact us before returning or bringing back any goods:

Please include your order or invoice number, proof of purchase, the reason for the request and any supporting photographs. Returns must not be sent or brought to us without prior authorisation. We will confirm whether the return is accepted and provide the correct return instructions.

8. Returning authorised goods

You are responsible for packaging authorised returns securely and following any handling, hygiene, refrigeration or transport instructions we provide. Goods remain your responsibility until received by us. We may refuse a discretionary return or reduce a discretionary credit if goods arrive damaged, incomplete, opened, contaminated, temperature-abused or otherwise not in the agreed condition. This does not affect remedies for goods that were already faulty or incorrectly supplied.

9. Refunds, replacements and credit notes

Once an authorised return or claim has been inspected and approved, we will confirm the remedy. Approved refunds are normally made to the original payment method where possible. Processing times may vary depending on the payment provider. Trade account adjustments may be issued as an account credit or credit note where agreed. We will not refund original or return delivery costs for a discretionary trade return unless we have agreed to do so. Faulty, recalled or incorrectly supplied goods will be handled in accordance with the applicable contract and law.

10. Product recalls and food-safety concerns

If a product is subject to a safety recall or withdrawal, please follow the instructions in the recall notice and contact us promptly. Do not consume, use, sell or distribute a product that may be unsafe. We may ask you to isolate, return or safely dispose of the affected goods and provide batch details.

11. Proof of purchase

We may ask for reasonable proof that goods were purchased from IBSELA LIMITED, such as a receipt, invoice, order confirmation, account record or other evidence of purchase. A till receipt is helpful but is not the only possible proof for a statutory consumer claim.

12. Your statutory rights

Nothing in this policy is intended to restrict rights relating to goods that are faulty, unsafe, not of satisfactory quality, not fit for purpose, or not as described. Where this policy conflicts with a mandatory legal right, that legal right will take priority.