Terms & Conditions
These Terms & Conditions apply to all orders placed with us. Nothing in these Terms affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
1. Definitions
- Consumer: an individual purchasing wholly or mainly for personal use.
- Business / B2B: a purchaser acting for business purposes (including sole traders, companies, public sector and charities).
- CCR: the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We determine whether a transaction is treated as a business-to-business (B2B) sale based on the information provided at the point of order. This may include (but is not limited to) the use of business names, company details, VAT numbers, business email addresses, payment methods associated with businesses, or delivery to business premises.
Where such indicators are present, the order will be processed on a B2B basis and handled in accordance with these Terms & Conditions. It is the customer’s responsibility to ensure that the details provided at checkout accurately reflect the nature of the purchase.
2. Returns & Return Carriage Costs
Where a return is accepted, goods must be returned to us securely packaged and protected for transit.
2.1 Return Costs
- Unless goods are faulty or misdescribed, return carriage costs are the customer’s responsibility.
- For B2B orders, return costs are always the responsibility of the business customer unless agreed otherwise in writing.
2.2 B2B Returns (Timeframe, Charges & Conditions)
For business-to-business (B2B) orders, any request to return goods must be notified to us within 24 hours of delivery. Requests made after this period may be refused.
- All approved returns are subject to restocking fees, outbound and return carriage costs, and applicable processing fees.
- Items must be returned unused, complete, and in a fully resellable condition.
- If goods are returned damaged, incomplete, or not suitable for resale, no refund will be issued and items may be disposed of without notice.
Approval of any B2B return is at our discretion.
Please refer to our Returns Policy for process guidance, and our Shipping Policy & Charges for failed delivery terms.
3. Packaging, Resale & Third-Party Cancellations
Our goods are supplied for use by the purchaser. Products may be supplied in transit packaging suitable to protect goods in delivery and storage, and may not be presented in “retail-ready” packaging suitable for resale.
3.1 Packaging Is Not Guaranteed to Be Resale-Ready
- We do not guarantee packaging will be suitable for onward resale.
- We do not accept returns based on resale suitability or third-party cancellations.
4. Back-Orders, Supplier Orders & Cancellation Charges
Some products may be ordered from suppliers specifically to fulfil your order. Lead times provided at checkout and in your order confirmation email (subject: “Your Order #[Order Number]”) form part of the purchase agreement.
4.1 B2B Orders
Cancellations may not be possible once supplier orders have been placed or goods are in transit.
- We may pass on irrecoverable supplier costs.
- This may include cancellation fees, handling costs, and inbound carriage.
Where goods have been dispatched, cancellation cannot be completed until goods are returned in accordance with Section 2.
We may offer an optional interception service. Where successful, a charge of 5% of the order value or £7.50 (whichever is greater) will apply.
4.2 Consumer Orders (CCR)
Consumers may cancel eligible orders within 14 days under CCR.
Where goods have been dispatched, refunds will only be processed once goods have been returned or proof of return provided.
Customers are responsible for return costs unless goods are faulty or misdescribed.
If goods are in transit, customers may request interception (not guaranteed). The same interception charges apply.
5. Contact Us
If you have questions, please contact us at info@auk.supplies .