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Wholesale Returns and Refunds — Help Center — WholesaleUp™

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Wholesale Returns and Refunds

Returns in wholesale don’t work like returns in consumer retail. There’s no 14-day cooling-off, no universal right of return, and restocking fees are normal. This guide covers what grounds are valid, how to negotiate return terms up front, the process for raising a claim, and the categories where returns simply aren’t possible.

Everything below is negotiable up front. Return terms live in the proforma invoice or contract, not in legislation. What you agree before payment decides what “returnable” means for that order.

Four ways B2B returns differ from consumer returns

No statutory right of return

Consumer protection laws (14-day cooling-off in the EU/UK, 30-day in many US states) apply to B2C, not B2B. Wholesale returns are governed by the contract between buyer and supplier — whatever you negotiate up front.

The bar for a valid return is higher

Most suppliers accept returns only for defective units, short-shipment, wrong goods, or damaged-in-transit cases — not for buyer's remorse or slow sell-through.

Windows are shorter

Typical B2B inspection window is 7–14 days from receipt. Some suppliers set it as low as 48–72 hours. Past the window, you lose the right to claim.

Six grounds that are generally accepted

Defective units

Product doesn't work, fails safety or functional testing, or breaks under normal use. Supplier typically replaces, credits, or refunds the defective units (not the whole lot).

Typical outcome: Replacement or credit; full refund is rarer

Wrong goods shipped

Different product, different spec, different grade than the proforma invoice stated.

Typical outcome: Return at supplier's cost + full refund or correct goods shipped

Short-shipment

Quantity received is less than ordered. Confirm against the packing list and order carton count at receipt.

Typical outcome: Credit or ship-balance of missing units

Transit damage

Visible damage when the shipment arrives — crushed cartons, wet damage, broken seals. Refuse delivery or sign with clear exception noted on the POD.

Typical outcome: Insurance claim through the freight carrier, not the supplier, if Incoterm passed risk to you before destination

Quality materially below sample

Bulk arrived visibly or functionally worse than the approved sample. Side-by-side evidence is critical here.

Typical outcome: Partial refund, replacement, or partial return — negotiated

Eight terms to agree in writing before payment

Get these on the proforma invoice or in a short side-agreement. If the supplier won’t commit to return terms in writing, treat that as a signal and consider whether to proceed.

Inspection window — how many days from receipt to raise a claim

Acceptable grounds — defects only, or also quality-below-sample

Return shipping — who pays, and which carrier

Restocking fee — exact percentage, when it applies, when it's waived

Replacement vs refund vs credit — supplier's default and your preference

The six-step return claim workflow

Inspect at receipt, before unpacking for resale

Photograph the pallet or cartons before breaking seals. Open a representative sample (3–5 units, or 5% for large lots). Functional test. Compare against your retained sample.

Document the exact problem

Photos under neutral light. Video for functional issues. Count per-unit (quantity short/defective). Record serials where they exist. Keep the packaging — you may need to return it.

Raise the claim inside the inspection window

Message the supplier via WholesaleUp™ with photos, a concrete count of affected units, the invoice reference, and your proposed remedy (replacement, credit, partial refund). Quote the agreed terms.

Agree a remedy in writing before shipping anything back

Don't return anything until you have written agreement on who pays shipping, what the carrier and tracking should be, and what the final remedy looks like. Return shipping without written agreement can invalidate the claim.

Ship back with traceable carrier and insurance

Use a carrier with tracking and signature. Insure for the full declared value. Keep the receipt — the supplier's refund is conditional on proof of return.

Categories where returns aren’t available

Custom-branded or private-label goods produced specifically for you

Personalized / engraved items

Perishable goods (food, cosmetics past shelf-life buffer)

Opened consumables, software licenses, or digital goods

Returns lots / mix pallets sold as-is (by definition)

Transit damage often isn’t a return — it’s an insurance claim. Once risk has passed to you (per the Incoterm), damage in transit is typically your freight insurance’s problem, not your supplier’s. Note damage on the proof of delivery before the driver leaves, or your claim is often voided.

Suppliers that return-friendly usually price for it

A supplier who accepts generous returns is carrying the risk you don’t want. Their prices will reflect that. Factor return terms into your landed cost when comparing suppliers — the cheapest quote with no return protection can end up the most expensive after one bad batch.

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Wholesale Returns and Refunds

Ready to Increase Your
Reseller Profits?

Wholesale Returns and Refunds

Ready to Increase Your
Reseller Profits?

Wholesale Returns and Refunds

Four ways B2B returns differ from consumer returns

No statutory right of return

The bar for a valid return is higher

Windows are shorter

Six grounds that are generally accepted

Defective units

Wrong goods shipped

Short-shipment

Transit damage

Quality materially below sample

Eight terms to agree in writing before payment

The six-step return claim workflow

Inspect at receipt, before unpacking for resale

Document the exact problem

Raise the claim inside the inspection window

Agree a remedy in writing before shipping anything back

Ship back with traceable carrier and insurance

Categories where returns aren’t available

Suppliers that return-friendly usually price for it

Still have questions?

Restocking fees are normal

Counterfeit or non-authentic

Escalate if the supplier doesn't honor the agreement

Guides in this group

Wholesale Returns and Refunds

Ready to Increase YourReseller Profits?

Wholesale Returns and Refunds

Ready to Increase YourReseller Profits?

Wholesale Returns and Refunds

Four ways B2B returns differ from consumer returns

No statutory right of return

The bar for a valid return is higher

Windows are shorter

Six grounds that are generally accepted

Defective units

Wrong goods shipped

Short-shipment

Transit damage

Quality materially below sample

Eight terms to agree in writing before payment

The six-step return claim workflow

Inspect at receipt, before unpacking for resale

Document the exact problem

Raise the claim inside the inspection window

Agree a remedy in writing before shipping anything back

Ship back with traceable carrier and insurance

Categories where returns aren’t available

Suppliers that return-friendly usually price for it

Still have questions?

Restocking fees are normal

Counterfeit or non-authentic

Escalate if the supplier doesn't honor the agreement

Guides in this group

Ready to Increase Your
Reseller Profits?

Ready to Increase Your
Reseller Profits?