Refunds & Cancellations

Cancelling before dispatch

You can cancel an order yourself, without approval, while it is in any of these states: awaiting payment, payment review, paid, or processing. Cancelling immediately releases the reserved stock and reverses the associated ledger entries.

Cancelling after dispatch

Once an order has shipped, cancellation becomes a request our team reviews. Where the consignment can be recalled we will do so; where it cannot, the order proceeds and any issue is handled as a return.

Refunds

Refunds are issued through the original payment method. Card and wallet refunds typically settle in 5–10 working days depending on your bank. Bank-transfer refunds are made to the account the payment came from, and we ask you to confirm those details before we send.

Partial refunds are possible where only part of an order is affected — for example a short shipment or a damaged carton. The remainder of the order is unaffected.

Damaged or incorrect goods

Tell us within 7 days of delivery, with photographs. We arrange a replacement, a partial refund, or a full refund, depending on what you prefer and what is practical. You are not asked to negotiate with the manufacturer — TradeZexa is your counterparty.

Unpaid orders

A bank-transfer order with no payment proof uploaded within 72 hours is cancelled automatically and the reserved stock released. You can place the order again at any time, subject to stock and current pricing.

What is not refundable

• Goods manufactured to a specification you supplied, once production has begun.
• Perishable goods, once dispatched.
• Orders where the reported issue falls outside the 7-day window without good reason.

Returns

A general returns window, configurable per category, is planned. Until it ships, returns are handled case by case through the process above. Contact us and we will resolve it.