Returns & Damages
Mahsons Wholesale supplies goods to trade and business buyers. This page explains how to report a problem with an order and how returns are handled. If anything is unclear, please contact us before taking any action.
Check your delivery
Please check your order promptly when it arrives. It helps to confirm:
- the number of parcels received
- the products, variants and sizes supplied
- the quantities against your order
- any visible damage to the goods or the outer packaging
Reporting a problem quickly makes it much easier for us to resolve it.
Delayed, lost or damaged shipments
If your order is delayed, lost or arrives damaged, please contact us and we will investigate the shipment with Royal Mail on your behalf. Please report any problem as soon as reasonably possible and preferably within 2 working days of delivery so that we can investigate the matter promptly.
Damaged goods
If goods arrive damaged, email info@fragrancesatmahsons.com within 2 working days of delivery, with the details listed under Evidence we may need.
We will review the circumstances and confirm the appropriate resolution. Depending on the circumstances this may be a replacement, a refund or a credit.
Incorrect goods
If you receive a product, variant or quantity you did not order, email us within 2 working days of delivery with your order details and relevant evidence, and we will confirm the appropriate next step.
Where we accept that the error was ours, no administration or restocking fee applies, and we will arrange or cover a reasonable return method if the goods need to come back to us.
Shortages
If the quantity received does not match your order, email us within 2 working days.
Larger wholesale orders may be split across more than one parcel. Where an order is delivered in multiple parcels, the 2 working day period begins after the final parcel for that order has been delivered. Please check all parcels and your dispatch information before reporting a shortage.
Where the information is available to us, we may review dispatch records, parcel and weight information, carrier information and packing records, and we will confirm the outcome.
Evidence we may need
To review a claim we may ask for:
- your order number
- the affected product or products
- the affected quantity
- a short description of the issue
- photographs of the goods
- photographs of the outer packaging
- the carrier or shipping label, where relevant
We will only ask for what is relevant to your particular claim. Please keep the goods, the original packaging and the outer shipping packaging until the claim has been resolved.
Unwanted wholesale goods
Returns of unwanted wholesale goods are not automatically accepted. If you wish to return goods you no longer need, please contact us first and obtain prior written approval.
Where we agree to accept an unwanted return, the goods must be unopened, sealed, unused, undamaged, in their original packaging and in fully resalable condition.
Fragrance packaging is commercially important. Goods with opened packaging, broken seals, damaged boxes, customer-applied labels or writing, significant marks, missing packaging or used contents may be refused where they cannot reasonably be resold.
Administration and restocking fee
Approved returns of unwanted wholesale goods are subject to a 15% administration and restocking fee, calculated on the value of the goods accepted for return. Mahsons Wholesale may reduce or waive this fee where appropriate. Any applicable fee will be confirmed when the return is authorised.
This fee does not apply where we have accepted responsibility for incorrect goods, confirmed damaged goods, or another fulfilment error on our part.
Return carriage
For approved returns of unwanted goods, you are responsible for return carriage unless we agree otherwise in writing.
Where we have accepted responsibility for incorrect goods, for confirmed damaged goods that need to be returned, or for another fulfilment error on our part, we will arrange or cover an appropriate return method. Please agree the return method with us first, as we cannot undertake to reimburse a premium service arranged without our approval.
Returning goods
Please do not return goods until Mahsons Wholesale has confirmed the return and provided return instructions. Unauthorised returns may be refused.
Any approved return must be securely packaged, and you are responsible for taking reasonable care to prevent damage in return transit. Where you arrange carriage yourself, we recommend using an appropriately tracked and insured service.
Refunds, replacements and credits
Once an approved return is received and inspected, we will confirm the outcome and any applicable refund, replacement or credit.
Where a problem affects only part of an order, we will normally deal with the affected lines and leave the rest of the order in place. A valid claim will not be treated as taking your order below the £100 ex VAT minimum, as the minimum applies at the point of ordering.
Changes or cancellations before dispatch
If you need to request a change or cancellation before dispatch, contact us as soon as possible. We will try to accommodate the request where possible, but cannot guarantee that an order can be changed or cancelled once processing has begun.
Contact us
Email info@fragrancesatmahsons.com, including your order number in the subject line.
Fragrances At Mahsons Limited, trading as Mahsons Wholesale.
Statutory rights
Nothing in this policy affects any statutory rights that apply to you and cannot lawfully be excluded or restricted.