This policy explains when goods purchased through GoodTradeCenter can be returned or refunded, and how to raise a claim. It should be read together with the User Agreement and the FAQ.
1. Scope
This policy applies to orders placed through GoodTradeCenter. GoodTradeCenter operates as a business-to-business sourcing and matching platform. Unless expressly agreed in writing, the contract of sale is between the buyer and the supplier, and GoodTradeCenter is not the seller of goods listed by third-party suppliers.
2. Defective or non-conforming goods — returnable
You may request a return where the goods delivered are defective, damaged in transit, or materially different from the specification or from the approved sample. To be eligible:
Report within 14 days: notify the supplier and GoodTradeCenter within 14 days of receiving the goods.
Provide evidence: photographs or video of the goods, the packaging and the shipping marks, together with the order number; where the discrepancy is technical, an independent test report.
Keep the goods: retain the goods, the original packaging and the shipping documents until the claim is resolved.
Where a claim is verified, the parties will agree a remedy, which may be a replacement or a refund of the affected goods. Return freight for verified defective or non-conforming goods is borne by the supplier.
3. What is not covered
Sample orders are generally not returnable, except where the goods are defective or materially different from the approved sample.
Production orders are governed by the order terms agreed with the supplier. Custom formulations, made-to-order items and goods produced to buyer-supplied specifications are normally not returnable unless defective.
Change of mind, ordering errors by the buyer, or goods damaged after delivery through the buyer's own handling, storage or use.
Normal variation in colour, texture, scent or packaging that remains within the tolerance stated in the specification or the approved sample.
4. How to start a return or claim
Contact the supplier through the order and notify GoodTradeCenter support, quoting the order number.
Submit the evidence listed in section 2 within the 14-day window.
The supplier and, where relevant, GoodTradeCenter will review the claim and respond with a proposed resolution.
If a return is agreed, follow the return instructions and the return address provided. Do not ship goods back before the return has been confirmed in writing.
5. Refunds
Where a refund is agreed, it is made to the original payment method or set off against the outstanding balance of the order, once the returned goods have been received and inspected, or the claim has otherwise been confirmed. The time taken follows the payment channel used, and we ask you to allow for the processing time of your own bank or payment provider. Any bank charges or currency-conversion differences applied by your bank are outside our control.
6. Shipping and duty
Unless the supplier states otherwise, prices are FOB reference prices, and freight, insurance, customs duty and taxes are quoted separately. Import duties, taxes and clearance charges already paid to the authorities are normally not refundable through GoodTradeCenter.
7. Contact
To raise a claim or ask about a return, contact us through the chat widget on the Site or the contact details published in the footer, quoting your order number.